Elizabeth Overton
Fort Lauderdale
Summary
Experienced professional with a strong background in quality assurance, customer service, and inspection. Skilled in evaluating customer interactions, providing constructive feedback, and implementing targeted training initiatives to enhance service delivery. Proficient in utilizing monitoring systems to analyze performance metrics and identify areas for improvement. Precise in maintaining records and facilitating comprehensive reporting for trend analysis. A team player with a commitment to enhancing overall customer satisfaction and driving quality improvement strategies. Seeking to apply expertise and skills in a dynamic environment where I can contribute to achieving organizational goals.
Overview
13
13
years of professional experience
Work History
Quality Assurance Specialist
Health Insurance Alliance
Fort Lauderdale
02.2025 - Current
- Conducted comprehensive reviews of health insurance policies and procedures to ensure compliance with industry regulations and company standards.
Evaluated customer interactions and enrollment processes to assess service quality and adherence to best practices. - Provided detailed feedback to agents and team members to improve communication, accuracy, and efficiency.
- Assisted in developing training materials and guidelines to enhance quality assurance protocols.
- Identified recurring issues and implemented process improvements to optimize customer experience and help reduce errors.
Quality Assurance Specialist
Nations Benefits
Plantation
10.2022 - 05.2024
- Conduct thorough evaluations of customer interactions to ensure adherence to company standards and regulatory requirements
- Provide constructive feedback and coaching sessions to agents, focusing on enhancing customer service skills and adherence to quality guidelines
- Utilize Genesys system to monitor and analyze agent performance metrics, identifying areas for improvement and implementing targeted training initiatives
- Maintain meticulous records of audit findings and performance data using Excel, facilitating comprehensive reporting and trend analysis
- Utilized Marx and CMS systems to verify Medicare eligibility, ensuring accurate and efficient support for clients
- Conducted quality assurance audits on calls from five campaigns: Alterwood Advantage, Carefirst Prospective Members, Carefirst IND, and BlueCross Blue Shield of Nebraska
Customer Service Agent
Nations Benefits
10.2018 - 10.2022
- Demonstrated exceptional performance and achieved a promotion to Quality Assurance Specialist while contributing to the success of the National Benefits Call Center
- Delivered exceptional customer service by promptly addressing inquiries and resolving issues to meet and exceed customer expectations
- Demonstrated proficiency in utilizing company systems and tools to efficiently assist customers with product information, account inquiries, and service requests
- Maintained a high level of professionalism and empathy in all customer interactions, fostering positive relationships and customer loyalty
- Adapted to changing priorities and workload demands to ensure timely and accurate handling of customer inquiries and requests
- Participated in ongoing training and development programs to enhance product knowledge, customer service skills, and overall performance
Quality Control Inspector/ Trimmer
R J ROBERTS & CO /LOGOUP.COM
04.2016 - 03.2020
- Conducted thorough inspections of incoming and outgoing products, ensuring adherence to company standards and specifications
- Monitored production processes, promptly identifying and addressing any malfunctions or deviations
- Executed precision trimming of threads and excess materials from various articles, including garments, hosiery, and embroidered items
- Conducted detailed scans of trimmed articles to detect and rectify any soiled spots, stitching irregularities, or dyeing defects
- Utilized cleaning fluids, rags, brushes, and sponges to remove spots or stains from articles, maintaining product integrity and quality
- Efficiently packaged garments in boxes and facilitated their shipment from the warehouse, ensuring accurate inventory management
Guest Service Representative / Cashier
Target
11.2014 - 09.2015
- Managed the opening and closing procedures of the guest service station, ensuring a smooth transition between shifts
- Provided exceptional customer service by greeting guests warmly, addressing inquiries, and resolving complaints promptly and courteously
- Operated cash registers with precision, handling transactions, processing returns, and refunds accurately
- Conducted thorough verification of assigned cash drawers, reconciling variances to maintain financial accuracy
- Facilitated the processing of debit and credit card applications, promoting company loyalty programs and incentives
- Maintained cleanliness and organization of the guest service department throughout shifts, upholding company standards of presentation and hygiene
Customer Service Representative
Equipment Assemblies
Coral Springs
12.2011 - 11.2013
- Managed scheduling and appointment coordination efficiently using computerized scheduling programs, ensuring optimal time management
- Answered incoming calls, screened inquiries, and provided information promptly and courteously, maintaining a professional demeanor at all times
- Greeted customers with a welcoming attitude, fostering positive interactions and building rapport
- Proactively made reminder calls to customers as needed, ensuring timely attendance and adherence to appointments
- Handled administrative tasks such as message-taking and information dissemination, contributing to streamlined communication processes
Education
High School Diploma -
Campus Magnet High School
06.2000
Skills
- Quality Assurance
- Customer Service Experience
- Process Improvement
- Adaptability
- Excel, PowerPoint
- Communication
- Salesforce, Five9, Genesys, NICE
- Problem-solving
- Time management
- Organizational Skills
- Attention to detail
- Administrative tasks
- Microsoft Word
- Windows 11
- Team collaboration
- Written Communication
- HIPAA
References
Available upon request
Key Skills And Qualifications
- Quality Control
- Quality Inspection
- Communication
- Problem-solving
- Time management
- Guest Services
- Organizational Skills
- Attention to detail
- Administrative tasks
- Microsoft Word
- Windows 11
- Team collaboration
- Written Communication
- HIPAA
- Computer Networking
Career Profile Summary
Experienced professional with a strong background in quality assurance, customer service, and inspection. Highly skilled in evaluating customer interactions, providing constructive feedback, and implementing targeted training initiatives to enhance service delivery. Proficient in utilizing monitoring systems to analyze performance metrics and identify areas for improvement. Precise in maintaining records and facilitating comprehensive reporting for trend analysis. A team player with a commitment to enhancing overall customer satisfaction and driving quality improvement strategies. Seeking to apply expertise and skills in a dynamic environment where I can contribute to achieving organizational goals.
Timeline
Quality Assurance Specialist
Health Insurance Alliance
02.2025 - Current
Quality Assurance Specialist
Nations Benefits
10.2022 - 05.2024
Customer Service Agent
Nations Benefits
10.2018 - 10.2022
Quality Control Inspector/ Trimmer
R J ROBERTS & CO /LOGOUP.COM
04.2016 - 03.2020
Guest Service Representative / Cashier
Target
11.2014 - 09.2015
Customer Service Representative
Equipment Assemblies
12.2011 - 11.2013
High School Diploma -
Campus Magnet High School