Derrick Brown
Quality Automation Tuning Analyst
Camden,DE
Summary
Quality-driven Automation Model Analyst familiar with tracking, documentation and reporting requirements. Assesses work, materials and procedures and recommends adjustments to maintain compliance. Over 15 years of experience and motivated, energetic mindset.
Overview
19
19
years of professional experience
Work History
Quality Automation Model Tuning
Comcast Corporation
09.2021 - Current
- Creates and establishes processes and procedures for implementing quality assurance guidelines for offline teams
- Establishes process for monitoring and reviewing established quality assurance guidelines
- Document customer service quality issues according to the procedure
- Compiles reports pertaining to performance and quality assurance for review by management
- Advises management, using written and verbal reports, in a timely and efficient manner
- Facilitates monthly calibration sessions with team leadership to ensure all representatives are aligned on quality measures
- Review interactions participate in discussions and negotiate agreement on how closely scores align with established quality assurance standards.
- Skilled at working independently and collaboratively in a team environment.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Strengthened communication skills through regular interactions with others.
- Passionate about learning and committed to continual improvement.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
Compliance Analyst
Comcast, Regulatory & Corp
12.2018 - 09.2021
- Evaluate responses and resolutions between specialists and consumers using Regulatory Compliance and Quality
- Guidelines
- Provide accurate scoring according to approved criteria definitions, quality standards, and standard operating procedures.
- Performs quality assurance reviews (QA) reviews of regulatory and escalation investigations/resolutions and develops reports and communicates coaching opportunities and strategies to team
- Coaches and monitors performance of employees to meet and exceed Regulatory Compliance/ Corporate Escalation overall goals and objectives in areas of resolutions consumer satisfaction and specialist engagement.
- Reviewed audit and monitoring reports related to consumer and client activities
- Prepared documentation and records for upcoming audits and inspections
- Developed improvement and corrective action plans to bring operations in line with requirements
- Supported and trained customers on compliance-related issues
- Performed deep audits of records to assess compliance with Compliance standards
- Reviewed audit and monitoring reports related to consumer and client activities.
- Stayed current with changes to applicable regulatory standards and company procedures.
- Helped create training programs to handle system-wide issues and maintain compliance
Quality Control Analyst
Comcast – National Customer Operations ESL
11.2004 - 12.2018
- Quality Assurance
- Reviews all complaint resolutions via remedy to ensure all complaints to office of the president have been properly resolved
- Follow-up calls to customers to ensure satisfaction
- Ensure data entered by local escalation teams into customer remedy tickets teams is accurate
- Manage questions and concerns for points of contacts throughout Comcast regarding the ESL Remedy System and
- ESL processes and procedures.
- Remedy
- Developed the ESL Remedy System; Responsible for All Remedy Enhancements and Training
- Remedy application changes and/or enhancement involves process discussions, design reviews, unit testing, user training, data gathering or conversion, and preparing for application implementation
- Maintaining data within the remedy system
- Manage the training of all POC’s and team members when it comes to Remedy Enhancements and/or changes via
- Webinars
- Responsible for providing basic technical support for anyone that has Remedy errors with our system for issues that I cannot resolve; work with the remedy developers for resolution
- Responsible for creating Remedy user accounts for the field and resetting passwords
- Monitor & respond to complaints received via Captioning_Complaints@comcast.com during business and non-business hours including weekends
- The Closed Captioning mailbox must be monitored 24/7.
- Trained and coached existing and new employees on multiple investigative case types and internal control processes
- Trained and coached existing and new employees on multiple investigative case types and internal control processes.
- Analyzed quality and performance data to support operational decision-making.
Education
Some College (No Degree) - Communications
Comcast University
Philadelphia, PAApplied Technology
Drexel University
Philadelphia, PASome College (No Degree) -
Drexel University LeBow College F Business
Philadelphia, PASome College (No Degree) -
Drexel University Lebow College
Philadelphia, PASkills
- Communication
- Computer Skills
- Customer Service
- Interpersonal Skills
- Leadership
- Management Skills
- Problem-Solving
- Active Listening
- Licenses & Certifications
- Improving Listening Skills
- Issuing authority
- Skills &
- Endorsements
- 1 Customer Service
- See 3 endorsements for Customer Service3
- O
- Endorsed by 3 of Derrick’s colleagues at Comcast
- 2 Microsoft Office
- See 3 endorsements for Microsoft Office
- 3 Team Leadership
- See 3 endorsements for Team Leadership
- PowerPoint Presentations
- CPR Certified
- Operational Efficiency
- Compliance Understanding
Timeline
Quality Automation Model Tuning
Comcast Corporation
09.2021 - Current
Compliance Analyst
Comcast, Regulatory & Corp
12.2018 - 09.2021
Quality Control Analyst
Comcast – National Customer Operations ESL
11.2004 - 12.2018
Some College (No Degree) - Communications
Comcast University
Applied Technology
Drexel University
Some College (No Degree) -
Drexel University LeBow College F Business
Some College (No Degree) -
Drexel University Lebow College