Heather Eaves
Quality Assurance Analyst
Pensacola,FL
Summary
I am currently a Quality Assurance Analyst for application support project. Previously I worked as a Tier 2 Subject Matter Expert and Tier 2 Analyst for application support. I worked in a call center assisting a major wireless carrier for 8 years. I started taking inbound general customer care calls, proceeded to technical support, back office specialist and ended as Supervisor. Before this I worked in real estate office for 2 years as Office Manager where I would also prepare all closings for real estate sales.
Overview
13
13
years of professional experience
Work History
Quality Assurance Analyst
Innovative Management Concepts, Inc
04.2020 - Current
- Wrote, edited and updated Standard Operating Procedures and technical documentation used by team.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration and teamwork.
- Provided training to onboarding team members.
- Reported problems and concerns to management.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Cross-trained and provided back up for Service Managers.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
- Provided feedback to analyst pertaining to Service Desk Procedures and Processes.
- Collaborated with team to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Sought ways to improve processes and services provided.
Quality Assurance Analyst
Dyonyx
Houston, Texas
12.2018 - 04.2020
- Wrote, edited and updated Standard Operating Procedures and technical documentation used by team.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration and teamwork.
- Provided training to onboarding team members.
- Reported problems and concerns to management.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Cross-trained and provided back up for Service Managers.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Provided feedback to analyst pertaining to Service Desk Procedures and Processes.
- Collaborated with s team to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Sought ways to improve processes and services provided.
Tier 2 Analyst
Dyonyx
Houston, Texas
09.2016 - 12.2018
- Supported customers throughout incident response, management and resolution to deliver expert assistance for technical needs.
- Managed fast-paced call center work to assist high volume of daily customers using internal databases and systems.
- Recognized escalation needs and connected with advanced support staff.
- Answered customer support inquiries via specialized ticket tracking platform, phone and email.
- Monitored helpdesk and responded to incoming tickets to address support needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Devised workaround solutions for application support related issues.
Customer Care Supervisor
Alorica
Pensacola, FL
02.2008 - 12.2015
- Evaluated interactions between associates and customers to assess personnel performance and implement strategies for customer satisfaction improvement.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Developed new employees and on-going performance assessment of current employees.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Applied best practices in customer service, sales and employee management to exceed organizational goals.
- Established performance and service goals and held associates accountable for individual performance.
Education
High school diploma -
Tate High School
Skills
Quality assurance
Technical Support
Defect monitoring
Documentation skills
Test implementation
Flexible and Adaptable
Problem-Solving
Teamwork and Collaboration
Dependable and Responsible
Excellent Communication
Staff education and training
Training and Development
Multitasking Abilities
Websites
Timeline
Quality Assurance Analyst
Innovative Management Concepts, Inc
04.2020 - Current
Quality Assurance Analyst
Dyonyx
12.2018 - 04.2020
Tier 2 Analyst
Dyonyx
09.2016 - 12.2018
Customer Care Supervisor
Alorica
02.2008 - 12.2015
High school diploma -
Tate High School