Jade Brunson
BPA Quality
Newark
10
years of professional experience
Dedicated customer service professional with over a year of experience in fast-paced environments. Strong interpersonal skills foster respectful collaboration and effective teamwork. Proven problem solver with active listening abilities that promote motivation and adaptability. Proficient in Microsoft Word, Excel, Access, and PowerPoint, enhancing organizational efficiency and client satisfaction.
Work History
Quality Analyst
5 Years 2 Months- Conduct quality remote call monitoring services for Humana clients.
- Evaluate customer service representatives’ performances through call monitoring, audits, and assessments, providing actionable feedback to enhance service quality.
- Evaluate customer service representatives’ performances through call monitoring, audits and assessments while providing feedback to improve efficiency and accuracy.
- Collaboration with leadership and operational teams to communicate quality findings, recommending corrective actions that support process improvements.
- Conducted quality assurance reviews of healthcare member interactions and documentation, ensuring compliance with company policies and regulatory standards.
- Engage in weekly Zoom meetings with Humana leadership to discuss trends and insight regarding agents' daily interactions with customers.
- Working from home, managing tasks remotely while ensuring productivity and communication with team members.
Crew Member
4 Years 7 Months- Collaborated with crew members to prepare meals, take orders, maintain cleanliness, and deliver excellent customer service.
- Worked together among other crew members to prepare meals, take orders, keep the restaurant clean and provide excellent customer service to customers.
- Interacted respectfully with co-workers to efficiently complete job responsibilities and maintain a positive work environment.
- Calculated charges, issued bills and collected payments on shifts.
- Provided detailed information on menu items and dietary restrictions for customer assistance for customers as well as removing any special requests of their order.
- Followed all restaurant's guidelines in regards to food handling and hygiene safety to prevent illnesses.
- Stocked condiments, cups and other food items before they ran low before rush hours.
- Processed transactions by calculating charges, issuing bills, and collecting payments during shifts.
Check Cashier
1 Year 6 Months- Executed cash transactions accurately and quickly.
- Cashed customers work or business checks on a daily basis.
- Paid customers' utilities bills and provided service to help assist their needs.
- Ensured timely submission of daily paperwork to employer to maintain workflow.
- Provided support to customers in managing document filing and copying.
- Cashed customers' work or business checks on a daily basis.
- Managed daily money limit for employers to pick up upon request from the cash vault.
- Managed the money safe protocol daily when arriving and leaving work.
- Managed daily money limit for cash vault pickups, ensuring secure and efficient access for employers.
Education
Associate of Arts - Liberal Arts
Bachelor of Science - Health Services Administration
Skills
Quality assurance
Quality metrics evaluation
Analytical problem solving
Customer service expertise
Customer systems navigation
Detail-oriented multitasking
Organizational skills
Ability to work independently and as part of a team.
Dependable professional.
Timeline
Quality Analyst
BPA Quality
06.2021 - CurrentRead More
Check Cashier
Sunrise Check Cashing
09.2019 - 03.2021Read More
Crew Member
Mcdonalds
10.2016 - 05.2021Read More
Queensborough Community College
Associate of Arts from Liberal Arts
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City University of New York
Bachelor of Science from Health Services Administration
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