Daniella Pena-Moya
Cedar Hill,TX
Summary
Ambitious Quality Analyst with track record of dependability and leadership. Knowledgeable in QA methodology with proven history of reducing errors to increase quality. Proficient in preparing test cases, plans and scripts. Dedicated to analyzing and resolving defects. Highly proficient in testing tools, systems and software. Software-savvy quality assurance professional committed to confirming proper functionality and usability of software products before release. Expert retail sales professional offering 5 years of experience in retail customer service and retail management. Focused on exceeding sales goals and providing outstanding customer service. Areas of expertise include sales, customer relations and inventory management.
Overview
8
8
years of professional experience
Work History
Bilingual QA Analyst
Signify Health Inc
11.2020 - Current
- Conduct audits of agent phone calls to ensure quality expectations are consistently being met, individual coaching needs are being routinely addressed, and operational excellence can be achieved
- Expanded team knowledge base, mentoring junior QA analysts on best practices and industry standards.
- Analyzed quality and performance data to support operational decision-making.
- Created and revised procedures, checklists and job aids to reduce errors.
- Score phone calls according to predefined criteria, and record results for reporting purposes
- Communicate outcomes of QA audits to leaders, and clearly recommend individual coaching opportunities for staff
- Work with leaders to ensure performance improvement or until escalation to higher level is required
- Track ongoing agent performance, and adjust audit schedules according to outlined criteria
- Provide reporting to Operations as requested
- Assist area leaders with ongoing training for staff with regards to identified areas of improvement, system software usage, and other items that could influence audit quality
- Monitor process issues pertaining to other departments when requested, potentially providing feedback and incorporating items into QA criteria.
- Encouraged adoption of best practices among team members, leading workshops and training sessions on relevant topics.
- Liaised with vendors and end-users to uncover system optimization opportunities.
- Developed and maintained defect databases for known issues.
- Defined and implemented quality initiatives to reduce risk.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Ensured compliance with regulatory requirements through diligent validation and verification of software functionality.
- Administered 5 internal quality audits and assessed results to inform corrective action measures.
Call Quality Analyst/Billing Department
Digital Room Inc
05.2017 - 09.2020
- Set up client online profiles & upload client files for printing jobs
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents
- Take clients payments via phone system.
- Build sustainable relationships and engage customers by taking extra mile
- Keep records of approximately 500 conversations in call center database in comprehensible way.
- Submit daily reports on trends noticed in calls and emails audited.
- Listen to live calls and provide instant feedback
- Participants in calibrations with manager and rest of quality team.
- Completed root cause analyses for recurring issues identified during QA process, leading to more efficient problem-solving methods within organization.
- Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
- Evaluated current processes to develop improvement plans.
- Boosted first-call resolution rates by identifying common customer issues and collaborating with cross-functional teams to address them promptly.
Assistant Retail Store Manager
Finish Line, Inc.
05.2016 - 01.2020
- Coached approximately 20 employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Greeted customers and helped with product questions, selections, and purchases.
- Assisted in managing inventory levels, accurately processing shipments, and restocking merchandise as needed.
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Participated in storewide audits, ensuring accuracy of inventory counts and identifying areas for improvement in stock management processes.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
- Maintained clean and organized store environment, enhancing overall shopping experience for customers.
- Managed efficient cash register operations.
- Developed professional relationships with customers to increase loyalty, retention and rapport.
- Listened to customer needs and desires to identify and recommend optimal products.
- Maintained visual merchandising standards to create engaging shopping experience for customers.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Education
Associate of Applied Science - Veterinary Technology
Cedar Valley College
Dallas, TX05.2022
Some College (No Degree) - Psychology
Sam Houston University
Huntsville, TXHigh School Diploma -
Eastside High School Paterson, NJ
Paterson, NJ06.2015
Skills
Call Monitoring
Software Development
Automated Testing Frameworks
Quality processes
Product optimization
Report Analysis
Phone Etiquette
Customer Engagement
Payment Processing
Creative Thinking
Problem-Solving
Product Knowledge
Team Supervision
Languages
Spanish
Native or Bilingual
Timeline
Bilingual QA Analyst
Signify Health Inc
11.2020 - Current
Call Quality Analyst/Billing Department
Digital Room Inc
05.2017 - 09.2020
Assistant Retail Store Manager
Finish Line, Inc.
05.2016 - 01.2020
Associate of Applied Science - Veterinary Technology
Cedar Valley College
Some College (No Degree) - Psychology
Sam Houston University
High School Diploma -
Eastside High School Paterson, NJ