Keisha Harris
District Heights
Summary
Detail-oriented professional with over 10 years in Quality Assurance, seeking to transition into an administrative role. Proven ability to manage complex data, streamline processes for efficiency, and ensure accuracy, skills directly applicable to organizing office operations, managing schedules, and supporting team goals.
Overview
18
18
years of professional experience
Work History
Quality Assurance Lead
Medical Transportation Management
09.2022 - Current
- Schedule weekly department meetings using Microsoft Outlook and provide a detailed list of topics and materials needed.
- Conduct weekly audits of quality assurance agents to ensure accuracy of their daily reviews completed and provide one-on-one coaching.
- Analyze departmental work processes, policies, and procedures to identify areas for improvement and operational efficiency.
- Improved efficiency by creating a workflow diagram for the Quality Assurance agent to follow daily.
- Developed and maintained Excel-based weekly reports to track trends and performance metrics, supporting data-driven decision-making.
- Designed and distributed comprehensive training materials for onboarding new employees, ensuring consistent knowledge transfer of the department's processes and procedures.
- Maintained accurate inventory records and coordinated supply purchases as needed.
- Collaborated with senior management to revise and strengthen contract proposals, aligning with strategic goals and client expectations.
- Analyze weekly audit results to identify areas of improvement and provide actionable insights to enhance team performance.
- Investigate escalated complaints concerning customers’ trip infractions.
- Monitored dispatch and reservation agents' calls and provided coaching on inconsistencies.
QUALITY Assurance Specialist
Medical Transportation Management
05.2015 - 09.2022
- Promoted within 5 years for excellent investigative skills.
- Investigated approximately 2,000 no-show and late cancellation cases per month, consistently meeting or exceeding departmental performance benchmarks.
- Resolved customer disputes related to Metro Access no-show/late cancellation notifications, ensuring clarity and customer satisfaction.
- Educated customers on company policies regarding attendance and account activity, promoting compliance and reducing repeat issues.
- Trained and coached new hires on departmental procedures through hands-on instruction, supporting smooth onboarding and team readiness.
- Conducted final reviews of customer account documentation to verify accuracy and maintain data integrity.
Quality Service Coordinator
Medical Transportation Management
10.2010 - 05.2015
- Promoted within 3 years for superior performance.
- Handled a high volume of calls from customers with concerns regarding their medical transportation trips and company policies.
- Analyze solutions to customer complaints by identifying the root cause and ensuring customer satisfaction.
- Liaised with 20 transportation vendors to address customer concerns and collaborated on strategies to improve service quality.
- Provided weekly Excel reports of customer complaints and vendor resolutions to management.
- Developed and implemented quality assurance protocols to enhance service delivery.
- Conducted regular audits to ensure compliance with regulatory standards and best practices.
- Collaborated with cross-functional teams to identify process improvements and optimize workflows.
Customer Service Representative
MTM Medical Transportation Management
09.2007 - 10.2010
- Monitored customer service agents' calls and provided coaching on inconsistencies.
- Handled outbound calls from Medicaid customers in over 10 states to schedule their medical transportation.
- Educated customers on state policies regarding their medical transportation services.
- Updated customers' necessary information and verified customers' eligibility to receive medical transportation.
Education
Associate of Applied Science - Information Technology
Purdue University Global
06.2017
Skills
- Microsoft Office skills
- Problem-solving skills
- Oral Communication
- Written Communication
- Detail Oriented
- Organization Skills
- SharePoint
- OneDrive
- Adobe Acrobat
- Strategic Decision-making
Timeline
Quality Assurance Lead
Medical Transportation Management
09.2022 - Current
QUALITY Assurance Specialist
Medical Transportation Management
05.2015 - 09.2022
Quality Service Coordinator
Medical Transportation Management
10.2010 - 05.2015
Customer Service Representative
MTM Medical Transportation Management
09.2007 - 10.2010
Associate of Applied Science - Information Technology
Purdue University Global