Kadijah Hatcher
Macon,GA
Summary
Dynamic Quality Assurance Analyst with a proven track record at IPL Plastics and FrdEx, excelling in data analysis and mentoring. Enhanced resolution workflows, achieving timely case closures and improved customer satisfaction. Skilled in collaboration and critical thinking, driving process improvements that significantly reduced repeat escalations.
Overview
6
6
years of professional experience
Work History
Team Leader
FedEx:Ground
Macon, GA
08.2023 - 07.2025
- Supervised package handling workflows to maintain safe, efficient dock operations.
- Coordinated sort activities, ensuring accurate package routing and timely movement.
- Monitored compliance with safety procedures and company handling standards.
- Trained new team members on scanning, loading, and unloading processes.
- Resolved daily operational issues to reduce delays and maintain throughput.
- Inspected packages for damage, mislabels, and routing errors before dispatch.
- Communicated workload priorities to align team coverage with changing volume demands.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
Quality Assurance Analyst
IPL Plastics
Forsyth, GA
08.2025 - 07.2026
- Led resolution workflows for escalated customer issues, ensuring accurate case handling and timely closure.
- Coordinated cross-functional support with operations, logistics, and service teams to resolve order discrepancies.
- Reviewed account activity, claim details, and transaction records to support compliant dispute decisions.
- Monitored service queues and prioritized urgent cases to maintain response standards and workflow balance.
- Trained team members on resolution procedures, documentation requirements, and customer communication standards.
- Analyzed recurring issue trends and recommended process improvements to reduce repeat escalations.
Merge Operator
Tractor Supply Distribution Center
Macon, GA
05.2021 - 08.2023
- Operated merge station to combine product streams accurately for outbound distribution.
- Monitored conveyor flow to prevent bottlenecks and maintain consistent order movement.
- Staged completed merges for loading, ensuring correct routing and dock placement.
- Resolved misrouted freight by checking labels, manifests, and warehouse management system records.
- Maintained safe work practices while handling heavy merchandise and moving equipment.
Resolution Team Lead
Radial
Locust Grove, GA
08.2020 - 05.2021
- Led resolution workflows for escalated customer issues, ensuring accurate case handling and timely closure.
- Coordinated cross-functional support with operations, logistics, and service teams to resolve order discrepancies.
- Reviewed account activity, claim details, and transaction records to support compliant dispute decisions.
- Monitored service queues and prioritized urgent cases to maintain response standards and workflow balance.
- Trained team members on resolution procedures, documentation requirements, and customer communication standards.
- Analyzed recurring issue trends and recommended process improvements to reduce repeat escalations.
Education
High School Diploma -
Middle Georgia State University
Cochran, GASkills
Quality assurance
Quality processes
Data analysis
Mentoring and training
Quality assurance controls
Call monitoring
Collaboration and communication
Critical thinking
Timeline
Quality Assurance Analyst
IPL Plastics
08.2025 - 07.2026
Team Leader
FedEx:Ground
08.2023 - 07.2025
Merge Operator
Tractor Supply Distribution Center
05.2021 - 08.2023
Resolution Team Lead
Radial
08.2020 - 05.2021
High School Diploma -
Middle Georgia State University