Kathryn Paul
Smiths Station
Summary
Dynamic Quality Analyst Lead at Infinite Computer Solutions with expertise in Quality Assurance. Achieved significant improvements in customer satisfaction through effective communication and data analysis. Proven team leader, mentoring junior analysts and driving performance metrics to enhance operational excellence. Committed to fostering a culture of continuous improvement and collaboration.
Overview
8
8
years of professional experience
Work History
Quality Analyst Lead
Infinite Computer Solutions
02.2023 - Current
- Trained end-users on system functionality post-implementation, ensuring seamless adoption of new features or changes to existing applications.
- Kept abreast of emerging trends in software quality assurance, incorporating new methodologies as appropriate into existing processes.
- Established effective communication channels for reporting defects, resulting in faster resolution times and increased customer satisfaction.
- Promoted data-driven decision-making through careful analysis of collected metrics related to application performance.
- Facilitated knowledge sharing among team members by organizing regular training sessions and presentations on relevant topics.
- Mentored junior analysts, promoting professional growth through training sessions and constructive performance evaluations.
- Managed multiple projects simultaneously, prioritizing tasks based on business impact and deadlines.
- Performed internal audits to maintain operating procedure and regulatory standards compliance.
- Coached and motivated 80+ person QA team to develop competencies.
Call Center Manager
Voicelink of Columbus
10.2019 - 01.2023
- Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Led daily team meetings to review performance, set targets and motivate staff.
- Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
- Evaluated data to identify trends and determine customer service needs.
- Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
- Improved average hold times, resolution rates and satisfaction scores through staff development.
- Developed quality employees within call center to take over leadership positions.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Enhanced team performance, providing regular coaching sessions and constructive feedback for continuous improvement.
- Determined quality assurance benchmarks and set standards for improvement.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Created team rotations to man center effectively during peak hours.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Kitchen Manager
Wild Wings Cafe
03.2017 - 06.2019
- Maintained a clean and safe work environment, adhering to all health department regulations and guidelines.
- Scheduled and received food and beverage deliveries, adhering to food cost and budget.
- Checked and tested foods to verify quality and temperature.
- Mentored and trained new team members, fostering a positive culture of teamwork and collaboration within the kitchen staff.
- Conducted daily checks of refrigerators and freezers to verify proper food storage, container labeling, and surface cleaning.
- Reduced food waste by closely monitoring inventory levels and implementing proper food storage techniques.
- Collaborated with front-of-house staff to ensure seamless communication between the kitchen team and service areas for optimal guest experiences.
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
- Consistently met or exceeded local health department inspection requirements through diligent adherence to safety protocols and maintaining thorough documentation records.
- Delegated food preparation duties down to cooks and followed up with cooks to verify proper preparation and production of meals.
- Achieved rapid ticket times during peak service hours by effectively managing workflow distribution across various stations.
- Developed kitchen staff through training, disciplinary action, and performance reviews.
Education
Advanced Academic Diploma -
Central High School
Phenix City, AL05.2007
Skills
- Quality assurance
- Defect tracking
- Test case development
- Software testing
- Project management
- Data analysis
- Training development
- Team leadership
- Customer service
- Performance metrics
- Effective communication
- Mentoring
- Problem solving
- Customer satisfaction
- Auditing techniques
- Documentation validation
- Quality assurance tools
- QA
- Teamwork
- Multitasking capacity
- Time management
- Attention to detail
- Problem-solving abilities
Timeline
Quality Analyst Lead
Infinite Computer Solutions
02.2023 - Current
Call Center Manager
Voicelink of Columbus
10.2019 - 01.2023
Kitchen Manager
Wild Wings Cafe
03.2017 - 06.2019
Advanced Academic Diploma -
Central High School
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