Deondray Seldon
Allentown,PA
Summary
Quality Assurance professional with 4+ years of experience in healthcare support operations, regulatory compliance, and performance coaching. Proven track record of improving quality scores, reducing compliance risk, and increasing operational consistency through data driven evaluations and targeted coaching. Skilled in call monitoring, calibration leadership, training facilitation, and cross functional collaboration to enhance patient experience and regulatory adherence.
Overview
9
9
years of professional experience
Work History
Quality Assurance
ConnectiveRx
Whippany, NJ
11.2023 - Current
- Evaluate 50-75+ recorded calls weekly to ensure adherence to regulatory guidelines, client standards, and internal SOPs.
- Improve average quality scores by 12-18% through structured one-on-one coaching and performance action plans.
- Conduct monthly calibration sessions with internal leadership and clients, increasing scoring consistency by 20%.
- Identified compliance gaps and reduced documentation errors by 15% through trend analysis and target retraining.
- Delivered systems training to new hires, reducing onboarding ramp time by approximately 25%.
- Prepared, and redacted audit-ready call recordings maintaining 100% client confidentiality compliance.
Lead Patient Support Specialist
12.2021 - 11.2023
- Supported 60-75+ patients daily regarding medication access, copay assistance, and eligibility verification.
- Processed reimbursement claims with 98%+ documentation accuracy, ensuring regulatory compliance.
- Identified and escalated adverse events and product complaints in accordance with FDA and client protocols.
- Managed high level escalations, resolving 90%+ of complex cases within SLA timeframes.
- Trained and mentored 10+ new specialists, improving early stage quality performance metrics.
Field Supervisor
ABM Parking
EWR Airport, NJ
10.2022 - 04.2023
- Supervised daily operations for a team of 10-20 staff members in a high traffic airport environment.
- Reduced customer escalation response time by 30% through improved shift coordination.
- Conducted safety inspections and maintained 100% compliance with operational reporting standards.
- Managed incident documentation and operational logs with zero audit discrepancies.
Certified Sales Associate
Autoland Toyota
Springfield, NJ
03.2019 - 10.2022
- Consistency exceeded monthly sales targets by 10-12%, averaging 12-16 vehicles sold per month.
- Generated repeat and referral business contributing to approximately 15% of total sales volume.
- Maintained strong customer satisfaction scores through post-sale follow-up and relationship management surveys.
- Guided customers through the full sales cycle including financing coordination and deal structure.
Sales Associate
Finish Line
Livingston, NJ
03.2017 - 03.2019
- Delivered high volume in-store and phone based customer support in a fast-paced retail environment.
- Maintained 99% transaction accuracy while processing POS sales.
- Assisted with inventory audits, improving stock accuracy and reducing shrink.
- Supported merchandising standards that contributed to increased visual engagement and sales performance.
Education
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National Academy of Sports Medicine (NASM)
Remote02.2026
HS Diploma - undefined
Union High School
Union, NJ06.2016
Skills
Quality Assurance & Call Monitoring
Regulatory Compliance (Healthcare & Patient Support Programs)
Performance Coaching & Development
Calibration & Scorecard Alignment
Training & Onboarding Facilitation
Documentation & Audit Readiness
Data Trend Analysis & Quality Metrics
Client & Cross-Functional Collaboration
Team Leadership & Supervision
Customer Service (Phone & In-Person) & Sales Performance
Timeline
Quality Assurance
ConnectiveRx
11.2023 - Current
Field Supervisor
ABM Parking
10.2022 - 04.2023
Lead Patient Support Specialist
12.2021 - 11.2023
Certified Sales Associate
Autoland Toyota
03.2019 - 10.2022
Sales Associate
Finish Line
03.2017 - 03.2019
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National Academy of Sports Medicine (NASM)
HS Diploma - undefined
Union High School