Erika Lassen
Huntersville,NC
Summary
Dedicated professional with over 10 years experience specializing in quality assurance, risk management, and training. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals.
Overview
12
12
years of professional experience
Work History
Quality Assurance Administrator
Wells Fargo
02.2024 - Current
- Collaborated with cross-functional teams to ensure consistent quality standards throughout the entire development lifecycle.
- Assisted in developing company-wide quality assurance standards to ensure consistency across all projects undertaken by the organization.
- Contributed to seamless project handoffs between teams by providing clear documentation of testing results and recommendations for improvements.
Billing Representative
United Healthcare
04.2022 - 02.2024
- Verified billing information, mitigating system errors
- Applied analytical skills to resolve billing discrepancies
- Leveraged strong communication skills to resolve billing issues
- Conducted thorough analyses of accounting records to resolve customer issues
- Streamlined billing processes by identifying inefficiencies, enhancing workflow accuracy
- Mentored over 20 new hires, fostering a knowledgeable and efficient team environment
- Maintained 99% accuracy in financial records by enforcing rigorous quality checks.
- Improved billing accuracy by thoroughly reviewing and verifying invoice data before submission.
Member Service Specialist
The Walt Disney Company- Partners Federal Credit Union
09.2021 - 04.2022
- Attained all call information according to standard operating policies and procedures
- Collaborated with colleagues and co-workers to deliver quality customer experience
- Handled customer inquiries, payments and service requests
- Improved customer satisfaction with fast, knowledgeable service.
Quality Assurance Analyst
Wells Fargo
04.2017 - 09.2021
- Monitored credit card transactions to identify risk and provide feedback to agents on best practices
- Investigated customer complaints and provided resolutions
- Researched and resolved discrepancies in recorded phone calls
- Reviewed recorded phone calls for compliance with bank guidelines
- Resolved client billing problems by collecting direct payments and setting up payment plans
- Improved customer service by working closely with staff and fellow managers to identify and resolve service problems
- Managed collections tracking, monitoring trends and preparing regular reports for senior management.
Communications Training Officer
Roanoke County Police Department
03.2012 - 04.2017
- Assisted first responders understand situations and potential dangers by fully documenting available information
- Met deadlines, achieved goals regarding timeliness, and worked under pressure in a high-stress environment while maintaining professional and calm demeanor
- Used Nice/Nexidia products preformed monthly Quality Assurance reviews, reviewed calls for legal review, and evidence for court proceedings
- Used this information to provide feedback to management, staff, and government agencies
- Assessed emergency situations by asking targeted questions
- Evaluated employee training progress and assessed the need for supplemental training or certifications
- Coordinated and scheduled training classes
- Facilitated schedule management, materials selection, and participant follow-ups as part of a dynamic training program.
Education
High School Advanced Diploma -
Glenvar High School
06.2009
Skills
- Quality Assurance
- Collections
- Curriculum Planning
- Training
- Creative Problem-Solving
- Data Analysis
- Call Monitoring
- Call Management
- Customer Service
- Payment Processing
Volunteer Experience
- VINTON FIRST AID CREW, Protected medical personnel, patients and general public by operating vehicles safely and in line with regulations, Helped lift and carry patient from the ambulance into receiving medical facility, Cleaned, inspected and sterilized instruments and equipment after use, Evaluated scenes and implemented life-saving measures based on medical assessments, Kept vehicles clean, organized and well-stocked with medical supplies and equipment, Assisted EMTs in transferring patients to stretchers and loading stretchers into ambulances, Accompanied emergency medical personnel on aid calls and in emergent situations
- BIG BROTHERS BIG SISTERS ROANOKE VALLEY, Kept youth focused on positive activities, arranging sports, entertainment and service outings, Prepared students for future educational paths by encouraging learning exploration and persistence in face of challenges, Engaged with children in care on developmentally appropriate levels, Encouraged children to be self-motivated and determined by demonstrating positive behaviors
Timeline
Quality Assurance Administrator
Wells Fargo
02.2024 - Current
Billing Representative
United Healthcare
04.2022 - 02.2024
Member Service Specialist
The Walt Disney Company- Partners Federal Credit Union
09.2021 - 04.2022
Quality Assurance Analyst
Wells Fargo
04.2017 - 09.2021
Communications Training Officer
Roanoke County Police Department
03.2012 - 04.2017
High School Advanced Diploma -
Glenvar High School
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