Hi, I’m
Karissa Kaid
Florissant,MO
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Summary
Detail-oriented Quality Assurance Specialist, well-versed in collecting and analyzing quality measures and making recommendations for process and quality improvements. Familiar with handling and maintaining the integrity of multiple projects. Solid interpersonal and collaboration skills.
Overview
7
years of professional experience
1
Certification
Work History
Square
Quality Assurance Specialist
12.2019 - Current
Job overview
- Reviews 100+ interactions a month (phone, email & messaging) against various quality assurance rubrics
- Provides regular updates to leadership and stakeholders regarding insights for improving processes & procedures
- Educates front line staff on specific quality assurance standards to promote quality and adherence to policy & procedure .
- Orchestrates and facilitates monthly calibration sessions resulting in enhanced accuracy and efficiency across quality assurance team
- DRI & Co DRI for targeted reviews to identify potential quality issues
- Implemented process improvements to increase productivity in quality assurance operations
Square
Senior Customer Service Specialist: Hardware
06.2019 - 12.2019
Job overview
- Used problem solving skills to assist Squares highest value (priority) merchants with hardware and software issues
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated cross functionally with Sales and Product managers to identify common trends & hardware solutions
- Demonstrated commitment to customer satisfaction by implementing effective quality assurance measures
- Trained and mentored team members team members to deliver high-quality service and maintain culture of excellence
Square
Customer Success Associate
10.2018 - 06.2019
Job overview
- Handled inbound/outbound customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt email support to prioritize customer needs
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Met customer call guidelines for service levels, handle time and productivity.
United Health Care
Senior Clinical Administrative Coordinator
11.2015 - 11.2018
Job overview
- Handled inbound and outbound calls
- Used excellent verbal and written communication skills to problem solve customer inquiries
- Aid United Healthcare members in fostering healthier lifestyles through enrollment in various health programs
- Provided superior customer support while navigating through various CRM tools
Education
Hazelwood Central High SchoolFlorissant, MO
High School Diploma
2011
Skills
- MS Office
- Establishing and Enforcing Policy
- Collaboration Skills
- Salesforce
- Feedback
- Analytical Thinking & Problem Solving
- Looker
- Coaching
- Project management
- Verbal and Written Communication
- Quality Assurance
- SQL
- Tableau
Certification
- Data Analytics, General Assembly: March 2022-May 2022
- Utilized SQL to analyze and extract valuable insights from large datasets, resulting in improved decision-making and increased efficiency.
- Optimized data analysis and reporting processes by utilizing advanced features and functions within Tableau
Timeline
Quality Assurance Specialist
Square
12.2019 - Current
Senior Customer Service Specialist: Hardware
Square
06.2019 - 12.2019
Customer Success Associate
Square
10.2018 - 06.2019
Senior Clinical Administrative Coordinator
United Health Care
11.2015 - 11.2018
Hazelwood Central High School
High School Diploma
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