Iiana Goad
Quality Assurance Analyst
Tucson,AZ
Summary
Results-driven Quality Assurance Analyst with a strong background in customer service at Truly Nolen Pest Control. Proven expertise in quality processes and data analysis, enhancing compliance and stakeholder communication. Adept at mentoring and fostering teamwork, leading to improved service quality and customer loyalty.
Overview
3
3
years of professional experience
Work History
Quality Assurance Analyst
Truly Nolen Pest Control
09.2024 - Current
- Reported progress, test metrics and results to project stakeholders.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
Customer Service Representative
Truly Nolen Pest Control
09.2023 - 09.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Valet Attendant
Royal Kia
02.2022 - 09.2023
- Established positive guest relationships through consistent delivery of excellent customer service.
- Assisted in the training of new team members, ensuring consistent service quality across all attendants.
- Welcomed arriving guests and explained car retrieval procedures.
- Reduced wait times for guests with effective communication and coordination among valet team members.
- Delivered guest vehicles smoothly and met diverse needs of valet customers.
- Streamlined vehicle retrieval process for faster turnaround times, leading to increased guest loyalty.
- Followed all company policies and procedures regarding vehicle handling and key storage for maximum security measures.
Education
High School Diploma -
05.2017
Skills
- Customer service
- Calabrio/Jabber
- Data analysis
- Documentation skills
- Mentoring and training
- Excel software (beginner)
- Quality assurance
- Quality processes
- Teamwork and positive attitude
- Word
Accomplishments
- Promotion to Quality Assurance analyst
Timeline
Quality Assurance Analyst - Truly Nolen Pest Control
09.2024 - Current
Customer Service Representative - Truly Nolen Pest Control
09.2023 - 09.2024
Valet Attendant - Royal Kia
02.2022 - 09.2023
Ray Junior/Senior High School - High School Diploma,
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