Kayla Johnson
Quality Analyst
Fort Wayne,IN
Summary
- Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
- Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Business Analyst position. Ready to help team achieve company goals.
Overview
4
4
years of professional experience
Work History
Support Quality Analyst
Intellectual Technology Inc
Fort Wayne, IN
12.2022 - Current
- Salesforce auditing to ensure proper compliance with regulatory standards, guidelines, and procedures
- Assist in maintenance of service levels by providing phone coverage as needed, including escalated calls
- Analyze performance of 15+ agents from quality assurance data and communicate trends to Quality Supervisor
- Share performance data from Salesforce quality monitoring with team to identify potential training needs
- Provide documented feedback to management for individual coaching regarding compliance audits and performance coaching
- Monitor calls to ensure proper call handling and case management procedures are being followed
- Establish clear and concise expectations, sharing data with Support Services Leadership team
- Provide coaching details and assist with refresher courses, collaborating with Trainer.
- Passionate about learning and committed to continual improvement
- Cultivated interpersonal skills by building positive relationships with others
- Gained extensive knowledge in data entry, analysis and reporting
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution
- Adaptable and proficient in learning new concepts quickly and efficiently
SST Level 2 Analyst
Intellectual Technology, Inc
Fort Wayne, IN
07.2022 - 12.2022
- Monitored over 1000 machines at all times in team setting
- Worked with multiple technicians across country
- Determined when hardware needed to be replaced
- Performed remote preventative maintenance
- Paid attention to detail while completing assignments
- Worked effectively in fast-paced environments
- Demonstrated strong organizational and time management skills while managing multiple projects
Customer Care
Intellectual Technology, Inc
Fort Wayne, IN
06.2019 - 11.2022
- Approving timesheets
- Assist with training new hires within department
- Working with upper management to handle escalated issues
- Reviewing 100+ emails daily
- Communicating with technician companies to ensure hardware issues are resolved
- Managed over 80customer calls daily
- Monitoring 1000+ machines at all times in team setting
- Assisting with training material and policy creation
Assistance Operations Manager
Lakeside Logistics
Fort Wayne, IN
02.2022 - 07.2022
- Assist with account payable and accounts receivable billing
- Assist with daily check-ins of over 100 drivers
- Assist with dispatching drivers on 20+ routes needing covered daily
- Established office policy to ensure safe and friendly work environment
- Assist with drayage and ensuring containers are picked up in timely manner
- Demonstrated strong organizational and time management skills while managing multiple projects
- Proved successful working within tight deadlines and fast-paced environment
- Paid attention to detail while completing assignments
- Developed strong organizational and communication skills through coursework and volunteer activities
Payment Support Analyst
Intellectual Technology, Inc
Fort Wayne, IN
08.2020 - 05.2021
- Answering 30+ phone calls daily
- Processing 10+ refunds daily
- Communicating with multiple state representatives via email and phone
- Investigating transactions as needed to determine refunds
- Delivered services to customer locations within specific timeframes
- Worked effectively in fast-paced environments
- Strengthened communication skills through regular interactions with others
- Applied effective time management techniques to meet tight deadlines
- Proved successful working within tight deadlines and fast-paced environment
Education
Associate of Arts - Liberal Arts
Mount Wachusett Community College
Gardner, MA2017
Skills
- Software Quality Assurance Knowledge
- Report Creation
- Training Implementation
- Data Analysis
- Call Monitoring Feedback
- Monitoring Data Quality
- Analytics and Metrics
- Customer Care
- Quality Tracking
- Quality Grading
- Quality Analysis
- Quality Improvement
Accomplishments
- Used Microsoft Excel to develop metric tracking spreadsheets.
- Supervised team of 15 staff members.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Timeline
Support Quality Analyst
Intellectual Technology Inc
12.2022 - Current
SST Level 2 Analyst
Intellectual Technology, Inc
07.2022 - 12.2022
Assistance Operations Manager
Lakeside Logistics
02.2022 - 07.2022
Payment Support Analyst
Intellectual Technology, Inc
08.2020 - 05.2021
Customer Care
Intellectual Technology, Inc
06.2019 - 11.2022
Associate of Arts - Liberal Arts
Mount Wachusett Community College
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