Devery Carlsen
Ogden,UT
Summary
Quality assurance professional with a strong background in data entry, documentation verification, and statistical review of performance trends. Brings HIPAA-certified handling of confidential records, calibration support, and collaboration with team leads to improve quality standards, training outcomes, and recurring process issues.
Overview
5
5
years of professional experience
Work History
Quality Assurance Agent
Squeeze
Remote, UT
05.2025 - 09.2026
- Maintained accurate records and documentation through detailed data entry, managing quality evaluations across multiple campaigns to ensure compliance.
- Collaborated with AI team to improve quality assurance systems, enhancing transcript accuracy and streamlining evaluation workflows.
- Coached team leads to improve agent development and performance outcomes.
- Meets required performance standards for agent quality and policy adherence.
- Analyzes performance trends through statistical review to surface recurring challenges and improvement areas.
- Coordinates with team members and leadership to strengthen processes and sustain quality standards.
- Supports onboarding and training for new team members during quality review processes.
- Achieved HIPAA compliance certification to maintain regulatory standards for handling patient information.
- Meets campaign-specific MPR expectations.
- Maintained detailed records of quality assurance notes to support performance review outcomes. in reporting tools and shared review summaries.
- Applies Five9, BambooHR, Google Workspace, Microsoft Excel, Zoom, and related data systems.
Nanny
Private
08.2022 - 08.2025
- Homework assistance and tutoring
- Early literacy and mathematical support
- One-on-one support and encouragement to help children grow and understand new topics
- Supported potty training , development of independent self-care skills, and age-appropriate routines.
- Maintained a structured and positive schedule while adapting activities and expectations to individual needs
- Communicated regularly with parents regarding children's progress, behavior, routines, and educational needs
Corporate Customer Service Representative
Hawx Pest Control- Seasonal
Ogden, Utah
05.2024 - 08.2024
- Ensured adherence to customer service policies and interaction protocols to enhance service quality.
- Facilitated timely customer communication with account information, invoices, and appointment updates to improve customer satisfaction.
- Addressed customer complaints and resolved concerns efficiently to foster positive customer relationships.
- Communicated calmly and professionally with customers to understand their concerns with customers to identify sources of frustration.
- Consistently met weekly quota expectations across multiple performance areas.
- Partnered with team members to build a supportive environment for colleagues and customers.
- Managed technician schedules through regular updates and timely revisions.
- Applied technology platforms such as Pestroutes, Five9, Google tools, and Microsoft tools.
Restaurant Team member
Subway- Loves Travel Stops
Brigham City, Utah
02.2023 - 04.2024
- Engaged with customers daily, addressing and resolving issues to enhance satisfaction.
- Fostered positive work environment by collaborating with team members and supporting colleagues.
- Provided training to new employees on protocols and service standards to ensure consistent quality.
- Managed point-of-sale system efficiently to ensure accurate transactions, and gift card systems, resolving any related issues...
- Ensured food safety compliance and prevented cross-contamination.
GS3 Clerk
Internal Revenue Service
Ogden, Utah
05.2022 - 11.2022
- Managed classified documents with careful attention to security, accuracy, and confidentiality.
- Delivered secure, confidential handling of classified documents.
- Supported secure handling of classified documents with accuracy and confidentiality.
- Consistently delivered production output while meeting deadlines.
- Achieved consistent production targets and on-time completion of assigned work.
- Contributed to meeting production quotas, ensuring timely project completion and adherence to deadlines.
- Maintained organized documents and online information systems to support efficient workflow.
- Kept documents and online information organized for easy access and tracking.
- Fostered communication within team to enhance project outcomes and meet shared goals.
- Partnered with team members to achieve department goals.
Part-Time Support Lead Manager
Five Below
Riverdale, Utah
08.2021 - 08.2022
- Supervised and guided a young customer service team in a safe and organized environment.
- Delivered exceptional customer service by resolving issues promptly and enhancing customer satisfaction.
- Updated and revised employee schedules to align with staffing needs, ensuring adequate coverage.
- Processed customer payments efficiently at point of sale.
- Compiled and maintained accurate sales and inventory records to support operational efficiency.
Education
Associates of Science -
Weber State University
Ogden, Utah12-2023
Skills
- Quality review
- Performance analysis
- Technical proficiency
- Data entry
- Documentation verification
- Record keeping
- Calibration techniques
- MS office
- Google Workspace
- Prior HIPAA Certification
- Root cause analysis
- Analytical thinking
- Problem-solving
- Time management
- Customer service
- Customer-centric approach
- Employee training
- Interpersonal communication
- Effective communication
- Team collaboration
- Detail-oriented
- Detail- oriented
- Remote quality assessments
- Fast and accurate typing skills
Awards
Management promotion, Raises based on performance, Employee of the month, Mt. Saint Ogden scholarship, Academic awards
Volunteer experience
Wyoming State Parks, Ogden, Tracked data and hours through givepulse for bench prototype builds, Ogden Nature Center
Timeline
Quality Assurance Agent
Squeeze
05.2025 - 09.2026
Corporate Customer Service Representative
Hawx Pest Control- Seasonal
05.2024 - 08.2024
Restaurant Team member
Subway- Loves Travel Stops
02.2023 - 04.2024
Nanny
Private
08.2022 - 08.2025
GS3 Clerk
Internal Revenue Service
05.2022 - 11.2022
Part-Time Support Lead Manager
Five Below
08.2021 - 08.2022
Associates of Science -
Weber State University