KAELIN GRAHAM
Raleigh,NC
Summary
Detailed-oriented, high-performing quality assurance professional. Experience managing people and projects as well as strategic interaction and collaboration with national and international clients. Recently completed Data Analytics courses include R and SQL.
Overview
10
10
years of professional experience
Work History
Senior Quality Assurance Lead
OPEN DESK INC.
08.2021 - Current
- Assisted in case completion and provided support for other functions as required
- Managed special projects, supported international clients, and assessed new client products
- Collaborated on the development of new technologies and products for both internal and external use
- Performed backup system maintenance
- Monitored and revised previous investigative reports as necessary
- Proofread submission-ready reports from team members before client release.
Quality Assurance Manager
OPEN DESK INC.
06.2020 - 07.2021
- Organized and delivered training sessions on products, processes, and standards
- Reviewed reports marked for submission, identifying and correcting errors before client release
- Investigated quality-related issues raised by clients and implemented necessary corrective actions
- Conducted weekly internal case audits and conducted annual performance reviews
- Assessed workload for optimal resource allocation and supervised senior-level direct reports
- Collaborated on the development of new technologies and products for internal and external applications
- Provided assistance in case completion and supported other functions as required.
Senior Team Leader
OPEN DESK INC.
02.2018 - 05.2020
- Conducted individual meetings with direct reports to evaluate their work performance
- Engaged with clients on-site to facilitate the research of claimants
- Managed the scheduling of cases for all social media teams, prioritizing and organizing cases for the next day's activities
- Utilized Google Sheets for calculating daily productivity and weekly quality metrics for individuals and teams company-wide
- Provided guidance and leadership to remote and office-based direct reports in the execution of service delivery tasks
- Thoroughly proofread reports flagged for submission, identifying and correcting errors before client release
- Analyzed metrics to ensure an accurate reflection of employee performance.
Team Leader
OPEN DESK INC.
10.2017 - 02.2018
- Meticulously proofread reports flagged for submission, identifying and correcting errors before client release
- Engaged with clients to address inquiries related to research requests
- Offered guidance and leadership to a team of 10-15 direct reports in executing service delivery tasks
- Conducted both general training and personalized enhancement training to address specific employee needs, aiming to boost productivity and performance
- Conducted meetings to provide evaluations of work and utilized them as training opportunities to discuss nonstandard or unusual research requests.
Quality Assurance Specialist
OPEN DESK INC.
07.2017 - 10.2017
- Upheld the quality and uniformity of reports across all company researchers through thorough proofreading before client submission
- Delivered training sessions to enhance the skills and knowledge of staff members.
Research Specialist
OPEN DESK INC.
01.2017 - 06.2017
- Independently liaised with medical facilities and conducted online research on potential fraudulent insurance claims, including worker's compensation, liability, homeowner's, theft, and commercial automobile cases
- Employed Microsoft Word to compile comprehensive research findings into detailed reports for clients
- Consistently met weekly productivity targets in executing the assigned tasks.
Sales Associate
FOOD LION
06.2014 - 01.2016
- Recognized by management for reliability, dependability, and excellent customer service, leading to assignments during peak hours
- Delivered prompt, accurate, and friendly customer service
- Scanned customer orders and processed payment transactions
- Maintained precise control over cash transactions.
Education
BACHELOR OF ARTS - Sociology with Criminology Concentration
THE UNIVERSITY OF NORTH CAROLINA AT GREENSBORO
Greensboro, NC05.2016
Skills
- Data Analytics (R, SQL)
- Microsoft Office Suite
- Planning and Organization
- Project Management
- Tableau
- People Management
- Collaboration
- Detailed Investigative Report Creation
- Effective Communication
- Metric Production
- Social Media Research
Timeline
Senior Quality Assurance Lead
OPEN DESK INC.
08.2021 - Current
Quality Assurance Manager
OPEN DESK INC.
06.2020 - 07.2021
Senior Team Leader
OPEN DESK INC.
02.2018 - 05.2020
Team Leader
OPEN DESK INC.
10.2017 - 02.2018
Quality Assurance Specialist
OPEN DESK INC.
07.2017 - 10.2017
Research Specialist
OPEN DESK INC.
01.2017 - 06.2017
Sales Associate
FOOD LION
06.2014 - 01.2016
BACHELOR OF ARTS - Sociology with Criminology Concentration
THE UNIVERSITY OF NORTH CAROLINA AT GREENSBORO
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