Deesha Levy

Work History

Quality Control Analyst

Maximus

07.2022 - Current

Conducted data review and followed standard practices to find solutions.
Reviewed Medical Disability Examination reports and Disability Benefits Questionnaires for consistency, completeness and grammatical accuracy.
Assigned ICD-10-CM diagnosis codes
Identified and resolved variances to bring products in line with requirements.
Determined root cause of deviations and non-conforming results and implemented appropriate corrective and preventive actions throughout product development process.
Developed and audited practices, programs and reporting system metrics for optimal efficiency.
Created and maintained several databases to track statistical data.
Kept inspection journals and daily summary logs as required.

Customer Service Representative

CoverVA - Maximus

05.2021 - 07.2022

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Offered advice and assistance to customers, paying attention to special needs or wants.
Responded to customer requests for products, services and company information.
Provided primary customer support to internal and external customers.
Collected customer feedback and made process changes to exceed customer satisfaction goals
Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Investigated and resolved customer inquiries and complaints quickly.
Responded proactively and positively to rapid change.
Exhibited high energy and professionalism when dealing with clients and staff.
Met customer call guidelines for service levels, handle time and productivity.
Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Trained staff on operating procedures and company services.
Cross-trained and provided back up for customer service managers.
Sought ways to improve processes and services provided.
Increased efficiency and team productivity by promoting operational best practices.
Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating.
Assessed caller accounts to determine Medicaid benefits, identify service needs and resolve issues.

Contact Tracer

Indiana State Department Of Health - Maximus

06.2020 - 05.2021

Contacted clients in person, by phone or in writing to ascertain compliance with required or recommended actions.
Helped vulnerable individuals navigate complex healthcare system.
Targeted specific community groups with wellness and disease management information.
Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Carried out day-day-day duties accurately and efficiently.
Demonstrated respect, friendliness and willingness to help wherever needed.
Maintained energy and enthusiasm in fast-paced environment.
Proved successful working within tight deadlines and fast-paced atmosphere.
Used critical thinking to break down problems, evaluate solutions and make decisions.
Offered friendly and efficient service to customers, handled challenging situations with ease.
Developed and maintained courteous and effective working relationships.

Literature Quality Assurance Specialist

Merial Limited

09.2007 - 02.2014

Educated employees on specific QA standards and confirmed maintenance of standards.
Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
Monitored product standards and quality-control programs.
Completed deviation forms and recorded findings of inspection process, collaborating with quality team members and department managers to implement procedural remedies.
Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
Inspected, verified and documented quantifiable characteristics of finished goods by comparing against customer specifications and company quality standards.
Kept inspection journals and daily summary logs as required.
Fixed identified issues to increase productivity and boost workflows.
Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
Halted production line in case of major non-compliance of specifications, standards or quality discovered during inspection process.
Collected and analyzed activity data and initiated, developed and recommended improvements to systems, processes and procedures to increase productivity and reduce cost.
Provided analytical, planning and coordination support on projects as assigned, reviewing, interpreting, analyzing and illustrating data to stimulate and support enlightened decision making.
Promoted adherence to quality standards by educating on quality control.
Promoted adherence to quality standards by educating Marketing and Sales Team on quality control.
Served as information systems liaison with vendors, information services and end-users to make recommendations for optimization of systems.

Senior Veterinary Technician

Merial Limited

07.2005 - 09.2007

Answered provider animal health questions and advised on best care practices.
Delivered informative and convincing presentations to clients to ensure product understanding and satisfaction.
Responsible for accurately documenting Suspected Adverse Event and Lack of Efficacy claims to the EPA, USDA and FDA.

Frontline Technician, Team Leader

Merial Limited

01.2005 - 07.2005

Led team of 20 members while providing exceptional customer service.
Worked with Associate Manager to create prototypes of new designs and training materials.
Maintained quality assurance and customer satisfaction objectives.
Established open and professional relationships with team members to achieve quick resolutions for various issues.
Mentored and guided employees to foster proper completion of assigned duties.
Managed team performance by training, mentoring, disciplining and motivating employees.
Trained all newly hired technicians.
Responded to and resolved consumer complaints on a supervisor level.

Frontline Technician

Merial Limited

03.2004 - 12.2004

Maintained quality assurance and customer satisfaction objectives.
Organized work to meet demanding production goals.
Completed job reports and logs immediately following service calls.
Processed inbound FRONTLINE satisfaction requests and product quality complaints in accordance with Veterinary Technical Service guidelines.
Answered questions and resolved clients’ issues to
ensure each a exceptional experience and continued customer product satisfaction and sales.

Summary

Overview

Work History

Quality Control Analyst

Customer Service Representative

Contact Tracer

Literature Quality Assurance Specialist

Senior Veterinary Technician

Frontline Technician, Team Leader

Frontline Technician

Education

Bachelor of Science - Biology

Skills

Timeline

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