Holly Slemmer
Citrus Heights,CA
Summary
Proficient Analyst with experience identifying and making recommendations to resolve quality opportunities using research based and data proven methods. Strong analytical, organizational, and planning abilities. Brings over 20 years of related analytical and customer service experience. Highly effective in working with business partners, peers, and independently. Seeking to employ and further grow my analytical skills, program knowledge, and reporting capabilities in a role that supports the vision of VSP's future growth and potential.
Skills
- Data and trending Analysis, research, and validation
- Documentation and Reporting
- Excellent knowledge and use of PowerApps, InfoPath, Excel, PowerPoint, Publisher, and more
- Familiar with Cognos reporting, dashboards, and story building
- Skillfully navigates with minimal supervision to triage, work through, and complete designated tasks
- Confidently and independently makes quick and appropriate decisions through efficient organization and time management
- Effectively communicates and delivers instructional assistance, presentations, and proposals
- Productive team collaboration and leadership abilities
Overview
25
25
years of professional experience
Work History
QA Analyst
Vision Service Plan
Rancho Cordova, CA
03.2022 - Current
- Builds easy-to-use products with advanced tools such as PowerApps and InfoPath.
- Provides improvement recommendations to agent procedures for increased productivity, ease of access, and aimed at enhancing the customer experience.
- Actively collaborates outside of our department with Claims and others to facilitate recommendations that improve existing processes and procedures, saving time, effort, and promoting fiscal fitness.
- Developed and maintains reporting for both QA and Claims QA.
- Analyzes quality data to offer a snapshot overview of findings and audience specific reports to be presented to the appropriate channels.
- Organized and oversees calibration sessions with the Support Queue supervisor to implement specialized expectations and promote consistent alignment on policies and processes.
- Participates in ongoing training through the Udemy Business application and more to gain additional skillsets and knowledge.
Quality Satisfaction Representative
Vision Service Plan
Rancho Cordova, CA
02.2014 - 03.2022
- Managed the design and development of the Quality Assurance SharePoint site, to include updating resources, organizing files and documents, and creating functional lists and forms.
- Provide actionable feedback to call center agents through a call auditing process.
- Utilized Verint and other applications to extract auditing data and transforming that into easy-to-understand spreadsheets, graphs, and dashboards.
- Provided analysis and reporting of agent trending behaviors and call handling opportunities surrounding agent audits, strategic clients, SQM survey Data, and more.
- Created and maintained monthly schedules of auditing assignments to meet auditing expectations.
- Assisted in the development and implementation of quality standards and new auditing processes.
- Maintained updated knowledge through continuing education and advanced training.
Customer Care Representative
Vision Service Plan
Rancho Cordova, CA
10.2010 - 02.2014
Dispatch Manager/Supervisor
OC Communications
Elk Grove, CA
10.2008 - 11.2009
Operations Support Representative
Comcast Cable
Sacramento, CA
07.2006 - 10.2008
Combat Medic
US Army
Grafenwoehr, GE/Sacramento
10.1998 - 06.2007
Dispatch Lead
Dish Network
Sacramento, CA
08.2005 - 07.2006
Education
AAS Medical Assistant -
Heald College
03.2013
General Education -
American Military University
05.2002
Medical Specialists -
Academy of Health Science
03.1999
Basic Combat Training -
US Army Training Center
12.1998
Timeline
QA Analyst
Vision Service Plan
03.2022 - Current
Quality Satisfaction Representative
Vision Service Plan
02.2014 - 03.2022
Customer Care Representative
Vision Service Plan
10.2010 - 02.2014
Dispatch Manager/Supervisor
OC Communications
10.2008 - 11.2009
Operations Support Representative
Comcast Cable
07.2006 - 10.2008
Dispatch Lead
Dish Network
08.2005 - 07.2006
Combat Medic
US Army
10.1998 - 06.2007
AAS Medical Assistant -
Heald College
General Education -
American Military University
Medical Specialists -
Academy of Health Science
Basic Combat Training -
US Army Training Center
Similar Profiles
Madeline StobaughMadeline Stobaugh
Business Specialist at Vision Service PlanBusiness Specialist at Vision Service Plan
KRYSTAL RUSHTONKRYSTAL RUSHTON
Customer Service Representative(Claims Analyst) at Vision Service PlanCustomer Service Representative(Claims Analyst) at Vision Service Plan
Tiffany BassTiffany Bass
Customer Support Representative II at Sunrise System Inc/Volt-Vision Service Plan/EyefinityCustomer Support Representative II at Sunrise System Inc/Volt-Vision Service Plan/Eyefinity
ALEXIS CASTILLOALEXIS CASTILLO
Medical Assistant at Elica Health CentersMedical Assistant at Elica Health Centers
Elijah VerdugoElijah Verdugo
Concrete Laborer at Ray VerdugoConcrete Laborer at Ray Verdugo