Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Jody Gill

Summary

Project analysis professional prepared to deliver impactful results. Known for enhancing project efficiency and fostering collaborative team environments. Reliable and adaptable team player with keen focus on strategic planning and process improvement.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Project Analyst

Cognosante/ASM Research
04.2024 - 07.2025
  • Contributed to the execution of the project/task plan and provided information on the impact of industry trends, policy or standard methodologies.
  • Contributed to successful project outcomes by providing accurate forecasts and risk assessments.
  • Excelled in a dynamic, fast-paced and constantly shifting work environment requiring only limited supervision.
  • Contribute to internal and external SharePoint organization through activities like data mapping, maintaining lists and organized repositories of project information and data, version control.
  • Maintained standard operating procedures and working instructions. Made contributions and recommendations to user guides.
  • Contributed to a small team to provide weekly data updates, creating reports and findings explanations in stand-up client meetings.
  • Assisted in the development of comprehensive project plans, setting realistic timelines and milestones.
  • Collaborated with cross-functional teams to ensure seamless integration of project components.
  • Increased stakeholder satisfaction through regular updates and proactive engagement in addressing concerns.

Outreach Analyst

Cognosante
08.2023 - 04.2024
  • Integrated daily and weekly case updates using Microsoft OneNote and SharePoint.
  • Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
  • Deliver strong communication through coordinated outreach and daily updates.
  • Provide complex support and resolution for highly complex inquiries, including coordination and outreach with providers, different stakeholders, and client groups.
  • Understood and meet key service metrics goals during the duration of employment.
  • Excelled to the top 10% of analyst with a accuracy score of 95.2% on the measured scorecard.
  • Contributed to the implementation of outreach strategies while maintaining and recommending updated compliance standards.
  • Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.

Quality Assurance Manager

Cognosante
04.2022 - 08.2023
  • Develop and implement the Quality Plan, in collaboration with other key personnel and integral staff.
  • Facilitated communication between departments regarding quality concerns, fostering collaboration towards shared goals.
  • Overhauled all Quality Assurance processes including creating more effective coaching and evaluation methods, developing qualitative ideologies among evaluators, and redesigned all QA standards to more effectively and fairly evaluate agents.
  • Worked to identify and implement coaching opportunities and other areas of improvement, utilizing creative calibration sessions, town halls and activities.
  • Enhanced product quality by implementing comprehensive QA processes and procedures.
  • Presented all updated and new QA initiatives, introductions and process changes to stakeholders, support staff, and staff.
  • Assist in drafting a monthly action and improvement report that included recommendations regarding content, QA, CSAT, training and et cetera.
  • Created a automation plan that randomized calls and distributed to support staff and evaluators on a daily basis.
  • Developed a dispute process to provide a fair and transparent process for all participants.
  • Conducted regular audits to ensure adherence to established protocols, maintaining consistency across the organization.
  • Trained team members on quality assurance principles, fostering a culture of accountability and high performance.

Content Research Analyst

Cognosante
05.2021 - 04.2022
  • Orchestrated Town Hall meetings to discuss challenges, opportunities and updates with support staff. Actively advise recommendations and process changes.
  • Prepare, review, revise and maintain all technical documents including product documentation, data tables, script creation/updates, while assisting the BPO Operations Manager with outreach efforts and case updates.
  • Provided oversight of daily escalated cases, research request, special projects all while developing new content, data entry and operational activities. Tools such as Microsoft Office were utilized to ensure information was captured and organized.
  • Prepared detailed reports summarizing research findings and recommendations for further action.
  • Conducted in-depth qualitative and quantitative research to identify trends and generate insights.
  • Collaborated with cross-functional teams to generate relevant insights from diverse datasets.

Tier II Customer Service Representative

Cognosante
12.2020 - 05.2021
  • Perform several Standard Operating Procedure (SOP) quality checks to ensure accuracy, punctuality and readability.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Quality Assurance Analyst

Loreto Consulting
02.2017 - 12.2020
  • Coordinated and maintained all curated files, documents, pdfs for Loreto consulting including process changes, item updates and SOPs.
  • Primary Liaison between Loreto Consulting and the stakeholders, leading several weekly meetings.
  • Provided data analytics through customized reporting in order to illustrate contact center performance and challenges.
  • Perform root cause analysis and implement solutions and continuous improvements to the program in our QA touch base meetings.
  • Administered positive and productive QA coaching sessions to agents to ensure areas of improvement are addressed as well as identify any performance gaps.
  • Reviewed company and program compliance to ensure guidelines and best practices were met on customer interactions.
  • Organized the evaluation procedure amongst the Quality Assurance staff, while adhering to the Quality Assurance best practices that were developed by the QA Manager.
  • Mentored and coached team members on QA topics and strategies.
  • Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.

Education

M.D. - Management Information System

Bowie State University
Bowie, MD
05-2018

Bachelor of Arts - Journalism

Penn State University
University Park, PA
12-2010

Skills

  • Project management
  • Project analysis
  • Scope definition
  • Quality assurance management
  • Data collection
  • Requirements gathering
  • Timelines and milestones
  • Cross-functional teamwork
  • Teamwork and collaboration

Certification

  • Certified ScrumMaster - 2020 - Present
  • Lean Six Sigma Greenbelt Training

Timeline

Project Analyst

Cognosante/ASM Research
04.2024 - 07.2025

Outreach Analyst

Cognosante
08.2023 - 04.2024

Quality Assurance Manager

Cognosante
04.2022 - 08.2023

Content Research Analyst

Cognosante
05.2021 - 04.2022

Tier II Customer Service Representative

Cognosante
12.2020 - 05.2021

Quality Assurance Analyst

Loreto Consulting
02.2017 - 12.2020

M.D. - Management Information System

Bowie State University

Bachelor of Arts - Journalism

Penn State University

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