Oracle
Karina Jackson
Quality Assurance Analyst
McDonough,GA
Summary
Detail-oriented and results driven Quality Analyst with experience in quality assurance, compliance monitoring, customer service operations, and performance evaluation. Professional background includes roles within LinkedIn and Georgia Power, supporting operational excellence through process improvement, documentation review, coaching support, and adherence to quality standards. Demonstrated ability to analyze performance metrics, identify areas for improvement, and contribute to efficient, customer focused solutions in fast-paced environments. Strong communication, problem-solving, and organizational skills with a commitment to accuracy, consistency, and continuous improvement.
Overview
10
10
years of professional experience
Work History
Consultant I
Georgia Power
01.2025 - Current
- Educate customers on available rates, products, and services to ensure informed decision-making.
- Processed services orders efficiently, including new service requests, transfers, and disconnects.
- Assist customers with inquiries related to service policies, billing, and rate structures.
- Resolve customer concerns by proving accurate information and coordinating with internal departments.
- Maintain up-to-date knowledge of company offerings, polices, and regulatory requirements.
- Delivers exceptional customer service by fostering positive relationships and ensuring satisfaction.
Talent Solutions Consultant
LinkedIn
10.2023 - 10.2024
- Collaborated with HR teams to refine recruitment processes, resulting in higher-quality candidate pools.
- Supported, troubleshooting complex technical problems for end-users in timely manner.
- Assisted clients in navigating complex challenges while using HR software and providing strategic recommendations.
- Collaborated among IT team members, facilitating knowledge sharing and skill development opportunities.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Utilized CRM systems proficiently for tracking customer interactions, updating records, and managing follow-up actions as necessary.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs via chat and email.
Member Safety and Recovery Consultant
LinkedIn
12.2022 - 10.2023
- Assisted in minimizing security risks by monitoring surveillance systems and reporting suspicious activities promptly.
- Supported incident investigations, documenting findings, making recommendations for corrective action, and following up on implementation progress.
- Participated in cross functional, global initiatives by identifying possible current and future risks.
- Identified trends and patterns in customer inquiries, allowing for proactive solutions to common problems.
- Managed high volumes of incoming emails and chats while maintaining professional tone and attention to detail in responses.
Learning Support Consultant
LinkedIn
01.2022 - 12.2022
- Collaborated with cross-functional teams to address complex client concerns and provide comprehensive solutions.
- Assisted members with comprehensive training materials and ensured smooth onboarding process.
- Effectively recognized problems by performing relevant research and data analysis, while using appropriate tools and resources.
- Troubleshooted, debugged, tested, configured and documented, while working with clients via chat and email.
Quality Control Specialist
Total Systems Services, TSYS
08.2018 - 12.2021
- Created and maintained several databases to track statistical data.
- Participated in audits as subject matter expert, showcasing organizational commitment to excellence in quality management systems implementation.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Led collaborations with clients and cross-functional teams to ensure consistent adherence to quality standards, compliance and goals.
- Developed comprehensive training materials for new and existing team members, increasing overall efficiency within department.
- Adheres to and builds Standard Operating Procedures SOPs and ensures that it is within compliance with company requirements.
Collections Analyst
Total Systems Services, TSYS
01.2016 - 08.2018
- Ensured adherence to federal and state laws governing debt collection practices.
- Implemented process improvements that increased efficiency within collections department.
- Trained new employees on best practices in collections techniques and procedures, enhancing overall team performance.
- Developed customized solutions for clients facing financial difficulties, minimizing losses for company.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Worked in call center environment handling manual and automatically dialed inbound and outbound calls.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
Education
Bachelor of Arts - Art History, Criticism, And Conservation
Columbus State University
Columbus, GASkills
- Training Design
- HR Analytics
- Learning Management Systems
- Team Leadership
- Multitasking
- Decision-Making
- Time Managment Abilities
- Adaptability and Flexibility
- Attention to Detail
- Problem-Solving Apititude
- Data Analysis
- IT Troubleshooting
Software
Microsoft Dynamics
TS1/2
Inspector
Salesforce
Workflow
Wynsure
Geneclo
Exeprian
Workday
Client Central
Audacity
Microsoft Office
CSS
Avaya
OCC Tools
Outage Alerts
Timeline
Consultant I
Georgia Power
01.2025 - Current
Talent Solutions Consultant
LinkedIn
10.2023 - 10.2024
Member Safety and Recovery Consultant
LinkedIn
12.2022 - 10.2023
Learning Support Consultant
LinkedIn
01.2022 - 12.2022
Quality Control Specialist
Total Systems Services, TSYS
08.2018 - 12.2021
Collections Analyst
Total Systems Services, TSYS
01.2016 - 08.2018
Bachelor of Arts - Art History, Criticism, And Conservation
Columbus State University