Katavious Daniel
Summary
Detail-oriented Quality Assurance Analyst with 2+ years of experience conducting financial and non-financial transaction reviews, monitoring customer and agent interactions, and ensuring compliance with regulatory requirements and quality standards. Proven expertise in audits, trend analysis, performance feedback, fraud detection, reporting, and cross-functional collaboration. Strong subject matter expert with experience supporting training, calibration, and continuous quality improvement initiatives.
Overview
9
9
years of professional experience
Work History
SALON ADMINISTRATIVE ASSISTANT
Beauty Break
04.2024 - 11.2025
- Ensured all tools and supplies were properly stocked and maintained.
- Assisting salon guests with product recommendations, resulting in a sale and customer satisfaction and revenue.
- Collaborates with salon management with ordering products through vendors.
- Assisting salon management with developing training programs for salon professionals resulting into great customer satisfaction.
- Providing exceptional customer service in handling front desk duties, scheduling appointments for clients, processing sales of salon hair products.
- Assistant management with understanding of HR salon operations, industry trends, licensing requirements, health and safety standards.
QUALITY ASSURANCE ANALYST
Maximus
04.2021 - 12.2023
- Conducts monitoring sessions to ensure agents are performing in accordance with established performance standards using Smartsheet.
- Improved agent performance by 100 % through comprehensive monitoring sessions and feedback, ensuring adherence to performance standards.
- Knowledge of Medicaid, Social Security, SNAP and Medicare programs to assist consumers with application process qualifications.
- Assisting in auditing and processing CSR score card data over to the account management teams.
- Participates in calibration sessions with client and compiles calibration results of project and agents.
- Conducted fraud assessments, identifying and preventing 85 %fraudulent activities, safeguarding company assets.
- Assisting in Processing denials and acceptance of applications of consumers.
- Providing excellent customer service to consumers via email, phone and chat.
- Remote
WAREHOUSE ASSOCIATE
Amazon
11.2019 - 11.2020
- Operated a variety of warehouse equipment, such as forklifts, pallet jacks and hand trucks.
- Experienced in operating a variety of inventory control systems, including RF scanners.
- Shrinks wrapping goods for loading onto trailers.
- Loading and unloading trucks from ground level to platforms.
- Prepare orders by processing requests and supply orders, pulled materials, packed boxes and placed into the delivery area.
CERTIFIED NURSING ASSISTANT
The Oaks at Flower Mound
12.2018 - 09.2019
- Performed 100% of resident care functions, including hygiene, grooming, collecting vitals signs, ROM, proper body alignment and transport to activities.
- Supervised resident care and reported any unusual conditions, accident, or incidents to Director Of Nursing.
- Made rounds of 25 assigned residents at the beginning of and each shift and end of shift.
- Successfully trained and oriented new CNA hires, contributing to a 100 % reduction in onboarding time.
- Worked with residents to serve meals and maintain detailed meal documentation 3 times per day.
CERTIFIED NURSING ASSISTANT
Visiting Angels Home Care
12.2017 - 12.2018
- Provided in-home care 5 days per week for a senior citizen including moderate support of ADL'S.
- Responded to the physical emotional, and attitude that aided in building trust.
- Ensured patient completed 100 % of their care plan within 4 weeks.
- Executed light housekeeping duties, including cleaning and creating 3 healthy meals per day.
SALES SUPPORT REPRESENTATIVE
Holiday Inn Club Vacations at Orange Lake Resort
07.2016 - 11.2017
- Work closely with sales staff to facilitate a understanding of various timeshare options and different price points provide to timeshare holders.
- Schedule appointments and communicate important messages for sales consultants and enter into CRM system.
- Follow up on payments and billing on current timeshare holders accounts.
- Answered incoming calls in fast paced environment to schedule upcoming tours and timeshare presentations with guests.
- Assisted with notarizing and overviewing timeshare loans, mortgage and deed transactions during the end of sale.
Education
Master of Business Administration - Human Resource Management
Texas Woman’s University
Denton, TX01.2022
Bachelor of Science - Human Resource Development
University of Texas at Tyler
Tyler, TX01.2014
Skills
- Quality Assurance & Compliance
- Regulatory Compliance (Medicaid, Medicare, SNAP, SSA)
- HR operations
- Smartsheet Proficiency
- Transaction & Interaction Review
- Trend & Root Cause Analysis
- Leadership Development
- Supervisory Skills
- CRM Systems
- Financial & Non-Financial Audits
- Quality Reporting & Documentation
- Rapid Learning Ability
- Salesforce
- Workforce Management
Timeline
SALON ADMINISTRATIVE ASSISTANT
Beauty Break
04.2024 - 11.2025
QUALITY ASSURANCE ANALYST
Maximus
04.2021 - 12.2023
WAREHOUSE ASSOCIATE
Amazon
11.2019 - 11.2020
CERTIFIED NURSING ASSISTANT
The Oaks at Flower Mound
12.2018 - 09.2019
CERTIFIED NURSING ASSISTANT
Visiting Angels Home Care
12.2017 - 12.2018
SALES SUPPORT REPRESENTATIVE
Holiday Inn Club Vacations at Orange Lake Resort
07.2016 - 11.2017
Bachelor of Science - Human Resource Development
University of Texas at Tyler
Master of Business Administration - Human Resource Management
Texas Woman’s University