Jana McClain
Summary
Detail-oriented Quality and Training Specialist with 5+ years of experience developing high-performing support teams and improving service quality in fast-paced, remote environments. Skilled in onboarding, mentoring, and creating training materials that boost team efficiency and customer satisfaction. Outstanding communication, organizational and time management talents.
Overview
8
8
years of professional experience
Work History
Quality Specialist
PetLab Co.
01.2024 - Current
- Developed comprehensive quality control documentation, standardizing procedures across all departments and promoting consistency.
- Collaborated with cross-functional teams to identify process improvements, resulting in increased production efficiency and cost savings.
- Analyzed data from various sources to identify trends impacting product quality, making strategic recommendations for improvements based on findings.
- Maintained up-to-date knowledge on relevant regulations within the industry, ensuring company practices remained compliant at all times.
- Reduced customer complaints by streamlining the complaint resolution process and addressing root causes of issues.
- Implemented a robust quality management system, leading to more consistent product output and reduced defects.
- Reviewed production processes and identified potential quality issues.
- Reported problems and concerns to management.
Customer Experience Training Specialist
PetLab Co.
03.2020 - 01.2024
- Trained and mentored 20+ new personnel hired to fulfill various roles-prepared documents, scheduled sessions, facilitated blended learning modules.
- Assisted in analyzing and assessing training and development needs for organizations, departments and individuals.
- Promoted a culture of continuous improvement by conducting regular follow-ups with trainees post-training sessions.
- Streamlined onboarding process for new hires, resulting in reduced time to productivity.
- Increased employee retention through engaging and relevant training sessions tailored to individual needs.
- Conducted interviews and orientation sessions to assess skill levels and areas of strength and weakness for new hires.
- Responded to customer requests for products, services, and company information.
- Maintained up-to-date knowledge of product and service changes.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Veterinary Assistant
Southern Hills Animal Hospital
12.2018 - 03.2020
- Assisted in the administration of medications, vaccinations, and treatments as prescribed by the veterinarian.
- Enhanced patient care by assisting veterinarians with examinations, surgeries, and diagnostic procedures.
- Positioned animals for diagnostic imaging such as x-rays and scans.
- Ensured accuracy of medical records by diligently documenting all relevant information for each patient visit.
- Improved client relations through effective communication and education on pet health needs.
- Helped with training of new veterinary assistants and support staff to improve individuals' capabilities.
Client Service Representative
South Shores Animal Hospital
04.2018 - 11.2018
Administrative Assistant
Ann Road Animal Hospital
01.2017 - 04.2018
Education
Accounting And Business Management
BBS Kusel
Kusel, GermanyTourism And Project Management
BBS Kusel
Kusel, GermanySkills
- Employee Training & Onboarding
- Customer Communication (Chat, Email and Phone)
- Knowledge Management & SOP Development
- Performance Coaching
- Remote Team Collaboration
- Issue Resolution & Escalation Handling,
- Quality Monitoring & Feedback
- Time Management & Adaptability
- Multilingual in German and French
Timeline
Quality Specialist
PetLab Co.
01.2024 - Current
Customer Experience Training Specialist
PetLab Co.
03.2020 - 01.2024
Veterinary Assistant
Southern Hills Animal Hospital
12.2018 - 03.2020
Client Service Representative
South Shores Animal Hospital
04.2018 - 11.2018
Administrative Assistant
Ann Road Animal Hospital
01.2017 - 04.2018
Accounting And Business Management
BBS Kusel
Tourism And Project Management
BBS Kusel
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