Jody Gill
Locust Dale,VA
Summary
Analytical professional skilled in data analytics and quality assurance, adept at optimizing workflows and improving project outcomes. Strong capability in utilizing data to inform decision-making, enhance service quality, and drive operational excellence across diverse teams.
Overview
1
1
Certification
15
15
years of professional experience
Work History
Project Analyst
Cognosante/ASM Research
04.2024 - Current
- Collaborated with cross-functional teams to define project requirements and scope, ensuring alignment with stakeholder expectations.
- Developed a thorough understanding of program goals and subject matter to exceed customer expectations.
- Implemented process improvements that streamlined project workflows and boosted productivity.
- Organized SharePoint through data mapping and maintenance of repositories, improving accessibility of project information.
- Documented findings and clarified results of enhancements to customer systems, facilitating informed decision-making.
Outreach Analyst
Cognosante
08.2023 - 04.2024
- The Outreach Analyst works closely with clients, additional staff and shareholders to provide outstanding customer service to complex inquiries.
- Communicated effectively with shareholders through outreach and daily updates to ensure informed decision-making.
- Coordinated support for inquiries and resolved issues with providers and stakeholders.
- Achieved key service metrics by consistently monitoring performance and adjusting strategies accordingly.
- Developed case management tool to streamline integration of daily and weekly case updates.
- Operate and utilize several industry leading tools daily to deliver timely medical and financial information.
Quality Assurance Manager
Cognosante
04.2022 - 08.2023
- Overhauled Quality Assurance processes by creating effective coaching and evaluation methods, developing qualitative ideologies among evaluators, and redesigning QA standards for fair agent evaluation.
- Led cross-functional teams to enhance product quality and compliance.
- Developed and implemented quality assurance processes and procedures.
- Conducted regular audits to ensure adherence to quality standards.
- Collaborated with multiple departments to coordinate initiatives that improved programs, including celebratory programs based on merit and training to enhance product quality.
- Presented QA initiatives, introductions, and process changes to stakeholders and support staff to ensure alignment and understanding.
Content Research Analyst
Cognosante
05.2021 - 04.2022
- Developed scripts and tools that enhanced agents' ability to deliver information effectively.
- Developed new content and managed data entry to support operational activities.
- Prepared, reviewed, revised, and maintained technical documents, including product documentation and data tables, while supporting BPO Operations Manager with outreach efforts and case updates.
- Orchestrated Town Hall meetings to discuss challenges, opportunities and updates with support staff. Actively advised recommendations and process changes.
Tier II Customer Service Representative
Cognosante
12.2020 - 05.2021
- Responded to telephone, e-mail, and written inquiries, utilizing subject matter knowledge to ensure compliance with service standards.
- Quickly learned all processes and procedures in order to meet client and project benchmarks. Trained new staff by leveraging knowledge and mastery of procedures.
- Perform several Standard Operating Procedure (SOP) quality checks to ensure accuracy, punctuality and readability.
- Organized client information according to specific requests, adhering to guidelines established by Mine Safety and Health Administration.
- Assisted with DOL-NCC Writing Matrix to identify and correct common mistakes in written documents, enabling thorough review of all communications prior to deployment.
Quality Assurance Analyst
Loreto Consulting
02.2017 - 12.2020
- Joined new Quality Assurance team to oversee quality services for support staff, integrating technology with QA principles.
- Provided data analytics through customized reporting in order to illustrate contact center performance and challenges.
- Organized evaluation procedures for Quality Assurance staff to enhance assessment efficiency.
- Coordinated and maintained curated files, documents, and SOPs for Loreto Consulting, ensuring updates reflected process changes.
- Served as the primary liaison between Loreto Consulting and the stakeholders, leading several weekly meetings.
- Guided several Loreto Consulting projects such as bidding efforts for additional contracts while maintaining the liaison role for the company.
Human Resources Supervisor / Assistant Store Manager
Toy 's' R Us
08.2011 - 02.2017
- Access several hiring databases such as Monster, Indeed, Taleo, Workday to find quality candidates. Worked with local hiring and job placement firms to find candidates and offer on the spot jobs.
- Prepared new hire materials, including training documents and legal tax information. Processed data into Workday while securing legal documents in a restricted access area.
- Led turnaround of bottom five performing store by implementing new ideas, protocols, and procedures. Expanded staffing to meet seasonal sales demands and enhanced staff quality through initiatives and learning materials for customer engagement and product knowledge.
- Coordinated schedules based on productivity and availability to maximize store earnings each week.
- Communicated and coordinated with outside vendors weekly for in store demonstrations and giveaways.
- Established committee to celebrate milestones, birthdays, promotions, and anniversaries by managing a monthly budget, documented and reported to regional office.
Education
MANAGEMENT INFORMATION SYSTEM -
BOWIE STATE UNIVERSITY
Bowie, MD01-2018
JOURNALISM -
PENN STATE UNIVERSITY
UNIVERSITY PARK, PA01-2010
Skills
- Quality assurance
- Data analysis
- SharePoint organization
- Cross-functional collaboration
- Client engagement
- Problem solving
- Attention to detail
- Effective communication
Certification
- Certified ScrumMaster, 01/01/20 - Present
- Lean Six Sigma Greenbelt Training
Timeline
Project Analyst
Cognosante/ASM Research
04.2024 - Current
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
Human Resources Supervisor / Assistant Store Manager
Toy 's' R Us
08.2011 - 02.2017
MANAGEMENT INFORMATION SYSTEM -
BOWIE STATE UNIVERSITY
JOURNALISM -
PENN STATE UNIVERSITY