DIAMOND JACKSON
Cleveland,TX
Summary
Reliable Quality Specialist with abilities in blueprint interpretation, operations monitoring and quality control inspections. Outstanding communication, active listening and organizational talents. Physically fit and adaptable with the capability to work in various work environments.
Overview
11
11
years of professional experience
Work History
Quality Assurance Lead
USAA Bank
06.2019 - Current
- Identifies and evaluates quality standards, measurements, and process improvements to ensure effective and efficient business solutions.
- Wrote, reviewed and approved documents to preserve quality assurance.
- Investigated variances, performed root-cause analysis and documented corrective actions to resolve complications.
- Designs, directs, and implements quality assurance/control programs, and provides mentorship, oversight, and communication on quality program decisions.
Assistant Manager of Sales
Talbots Outlet
04.2016 - 09.2019
- Built, motivated and led high-performing team focused on genuine care for needs of every customer.
- Coached employees on upselling products and recommending enhanced services.
- Supported staff with training, guidance and confident leadership.
- Led clinic staff to achieve financial, operational and customer service goals.
- Maintained professional and impeccable environment for employees and customers.
Call Center Supervisor
Dial America Call Center
12.2015 - 03.2016
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Responded to customer calls and emails to answer questions about products and services
- Trained team members on performance metrics and consumer behavior identification.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
Customer Service Associate
Victoria's Secret PINK
04.2012 - 12.2015
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Answered customer telephone calls promptly to avoid on-hold wait times
- Offered advice and assistance to customers, paying attention to special needs or wants
- Responded to customer calls and emails to answer questions about products and services
- Solved problems with products and services by providing customers with technical support
- Provided customer feedback to management and identified areas of improvement for products and services
- Increased revenue by cross-selling and upselling products and services
Education
Bachelor of Science - Human Resources Development
University of Houston
Houston, TX05.2018
Associate of Science - Administrative Services
Lone Star Community College
Cypress, TX05.2013
High School Diploma -
Cypress Woods High School
Cypress, TX06.2010
Skills
- Daily Status Reports
- Safety Assurance
- Quality Control Testing
- High-Volume Environments
- Data Configuration
- Assigning Cases
- Quality Management Processes
- Customer Relationship Management
- Monitor Quality Control
Additional Information
Salvation Army Volunteer (Seasonal 2018-2022) for:
- Youth Services: with programs for music, athletics, arts, and crafts, camping and family counseling
- Veterans Services: provide a range of support, gifts, counseling, housing assistance, and comfort to those in need
Timeline
Quality Assurance Lead
USAA Bank
06.2019 - Current
Assistant Manager of Sales
Talbots Outlet
04.2016 - 09.2019
Call Center Supervisor
Dial America Call Center
12.2015 - 03.2016
Customer Service Associate
Victoria's Secret PINK
04.2012 - 12.2015
Bachelor of Science - Human Resources Development
University of Houston
Associate of Science - Administrative Services
Lone Star Community College
High School Diploma -
Cypress Woods High School
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