Donyetta Cureton
Summary
Experienced with quality assurance processes and standards. Utilizes analytical skills and attention to detail to identify and resolve issues efficiently. Track record of enhancing operational performance and ensuring compliance with industry standards.
Overview
26
26
years of professional experience
Work History
Quality Evaluator
WestMed/Optum
08.2017 - Current
- Evaluate call center associates to ensure adherence to HIPAA regulations, quality assurance metrics, and compliance guidelines
- Conduct in-depth call monitoring, providing agents with performance feedback and coaching to enhance customer experience
- Utilize Qfiniti and Epic systems to assess agent interactions and document findings for quality improvement
- Identify trends in agent performance and recommend training or process improvements to enhance overall call efficiency
- Collaborate with supervisors and training teams to develop strategies for increasing first-call resolution and customer satisfaction
- Prepare detailed reports and analysis on agent performance, highlighting key areas for development and recognition
- Participate in calibration sessions with leadership and quality teams to ensure scoring consistency and alignment with company objectives
- Conducted Quality Training sessions with New Agents in training for production
- Streamlined quality evaluation procedures, resulting in increased efficiency and reduced processing time.
- Enhanced product quality by implementing thorough evaluation processes and identifying areas for improvement.
Team Lead/Supervisor
Connextions/Optum/Teletech
10.2011 - 01.2017
- Supervised a team of call center agents, ensuring performance goals were met or exceeded in key areas such as quality, efficiency, and customer satisfaction
- Monitored real-time call performance, identifying opportunities for coaching and process improvements
- Provided individualized coaching sessions and performance evaluations, developing customized action plans to drive agent success
- Assisted with workforce management, including schedule adherence, attendance tracking, and shift optimization to maintain productivity
- Managed escalations, handling complex customer concerns and implementing solutions that aligned with company policies
- Developed and implemented strategies to improve call resolution rates, reduce customer complaints, and enhance overall service quality
- Facilitated team meetings and performance reviews to communicate updates, expectations, and recognize top performers
- Partnered with quality assurance and training teams to refine processes, ensuring agents received ongoing development and support
- Led by example, taking calls as needed and demonstrating best practices in customer service, problem resolution, and compliance adherence
Certified Trainer
Connextions/Optum/Teletech
10.2011 - 01.2017
- Designed and facilitated comprehensive training programs for new hires, refresher courses, and ongoing skill enhancement sessions
- Developed training materials focused on compliance, customer interaction techniques, and product knowledge
- Worked closely with leadership to assess training effectiveness and adapt content based on evolving business needs
Quality Call Monitoring Specialist
Connextions/Optum/Teletech
10.2011 - 01.2017
- Conducted real-time and recorded call assessments using Qfiniti to evaluate agent interactions
- Provided actionable feedback to improve agent communication, compliance, and customer satisfaction
Customer Service Representative
Connextions/Optum/Teletech
10.2011 - 01.2017
- Assisted callers with pharmacy helpdesk inquiries, medication claims, and troubleshooting issues related to their health plans
- Scheduled medical appointments for health plan members, ensuring efficiency and accuracy in booking
Customer Service Representative
Iqor
09.2008 - 11.2010
- Managed customer inquiries regarding gas and electric billing, account concerns, and payment arrangements
- Assisted with new service connections and disconnections while ensuring seamless service transitions
Packer/Consolidator/Meter Operator
West Marine
05.1999 - 07.2005
- Packed boating supplies, including hazardous materials, ensuring proper documentation and compliance
- Used RF scanning technology to prepare shipments and verify order accuracy
- Coordinated shipments via FedEx, DHL, and UPS, preparing manifests and logistics documentation
Education
Diploma -
Rock Hill High School
01.1998
Skills
- Customer focus
- Quality management
- Analytical mindset
- Visual inspections
Timeline
Quality Evaluator
WestMed/Optum
08.2017 - Current
Team Lead/Supervisor
Connextions/Optum/Teletech
10.2011 - 01.2017
Certified Trainer
Connextions/Optum/Teletech
10.2011 - 01.2017
Quality Call Monitoring Specialist
Connextions/Optum/Teletech
10.2011 - 01.2017
Customer Service Representative
Connextions/Optum/Teletech
10.2011 - 01.2017
Customer Service Representative
Iqor
09.2008 - 11.2010
Packer/Consolidator/Meter Operator
West Marine
05.1999 - 07.2005
Diploma -
Rock Hill High School
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