Kellee Silva
Brooksville
Summary
Performance-driven Quality Assurance Analyst paired with outstanding multitasking and time management abilities. Commended for crafting solutions for concerns to help team members deliver optimal customer satisfaction. Seasoned professional familiar with broad range of software applications and networks. Excellent collaboration and communication. Highly efficient with hitting production goals. Working with clients, Operations Mangers and Team Leaders to mentor others.
Knowledgeable professional offering experience in Quality Control Analyst position to ensure customer representatives and employees are upholding company procedures and policies.
Overview
21
21
years of professional experience
Work History
Quality Assurance Analyst
S&P Data
Toronto
09.2021 - Current
- Maintained policy, procedures, work instructions and projects for quality and continuous improvement agendas.
- Set and achieved product quality objectives while meeting product specifications.
- Promoted company in maintaining work environment focused on quality, communication, collaboration, integration and teamwork.
- Investigated performance to maintain employee adherence to quality and safety policies.
- Oversaw process checks to verify proper completion and correct frequency.
- Consulted with product owners and developers to fully understand intended features and functionality.
- Implemented internal auditing practices to create standards and statutory obligation compliance reports.
- Maintained quality assurance procedure documentation.
- Collected, analyzed and summarized data including failed processes and recalls to create accurate quality documentation.
- Monitored completed work and provided feedback to improve team member performance.
- Evaluated grading of product quality against published specifications to maintain consistently high-quality standards.
- Identified quality trends to investigate system flaws, process inefficiencies and training needs.
- Produced thorough reports detailing findings and proposed recommendations.
- Streamlined processes, increasing efficiency and consistency to support quality initiatives.
Customer Service Associate
S&P Data
Toronto
04.2021 - 09.2021
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Documented conversations with customers to track requests, problems and solutions.
- Assisted customers in making payments on accounts and setting up payment plans.
- Upheld strict quality control policies and procedures during customer interactions.
- Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
- Reviewed account and service histories to identify trends and issues.
- Recommended improvements to products and services to mitigate complaints.
- Shared detailed information regarding options to help customers make decisions.
New Sales
S&P Data
Toronto
11.2020 - 03.2021
- Sold various products by explaining unique features and educating customers on proper application.
- Built and maintained relationships with peers and upper management to drive team success.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Assisted teammates with sales-processing tasks to meet daily sales goals.
- Retained product, service and company policy knowledge to serve as resource for both coworkers and customers.
- Acted as initial contact in addressing customer concerns.
Childcare Educator
Mz Cassandra's Alphabet kidz
Brooksville
11.2017 - 07.2019
- Established direct lines of communication with parents, notifying of concerning behavior or health issues.
- Resolved behavior issues and conflicts among participants, facilitating productive conversations and developing atmosphere of mutual respect.
- Built program plans for youth of varying ages to support growth and development.
- Maintained state licensing and code details, performing routine assessments to verify compliance.
- Controlled classroom environments with clearly outlined rules and positive reinforcement techniques.
- Supported children's emotional and social development by adapting communication tactics for differing client needs.
- Responsible for Training New Hires
Home Health Aid/Med Tech.
Families Come First
Inverness
10.2014 - 02.2016
- Medication management, including medication schedule and reorders.
- Training New Hires
- Assisted clients with bathing, dressing and incontinence care.
- Housekeeping needs.
- Scheduling Client doctor appointments.
- Client nutritional needs.
- Improved patient outlook and daily living through compassionate care.
- Aided with mobility and independence for disabled individuals and continually monitored safety.
Med Tech/ Resident Aid/ Receptionist
The Grande
Booksville
08.2011 - 09.2013
- Medication management. Ordering or reordering Residents medications. Organizing Reisdents M.O.R.s or Medication Administration Record.
- Assisted residents with activities of daily living, including bathing, hygiene, mobility and nutrition.
- Supported residents during periods of emotional distress with calm, caring manner.
- Reported unusual symptoms and behaviors of residents to Supervisor.
- Maintained confidential accurate records of resident status and treatment plans.
- Built trust and rapport with residents to assist with assimilation into community.
- Administered prescriptions to residents, complying with all medication tracking procedures.
- Monitored client behaviors and emotional states, reporting concerns to case manager and documenting information in files.
Host/Cashier/Waitress
Woodside Inn Family Resturant
Brooksville
09.2009 - 07.2010
- Maintained knowledge of current menu items, garnishes, ingredients and preparation methods.
- Skillfully anticipated and addressed guests' service needs.
- Delivered exceptional service by greeting and serving customers in a timely, friendly manner.
- Consistently adhered to quality expectations and standards.
- Checked in deliveries and signed off on products received.
Cashier
Four Wheel Truck and Car Accessories
Brooksville
05.2004 - 07.2007
- Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges.
- Organized weekly sales reports for the sales department to track product success.
- Computed accurate sales prices for purchase transactions.
- Worked as a team member performing cashier duties, product assistance and cleaning.
- Expressed appreciation and invited customers to return to the store.
- Built and maintained productive relationships with employees.
- Trained and mentored new cashiers to maximize performance with skilled, efficient and knowledgeable team members.
Education
Certificate - Home Health AId
Metropolitain Tech
2014
High School Diploma -
Hernando
2009
Skills
- Strong organizational skills
- Active listening skills
- Courteous demeanor
- Telephone inquiries specialist
- Invoice processing
- Opening/closing procedures
- Sharp problem solver
Timeline
Quality Assurance Analyst
S&P Data
09.2021 - Current
Customer Service Associate
S&P Data
04.2021 - 09.2021
New Sales
S&P Data
11.2020 - 03.2021
Childcare Educator
Mz Cassandra's Alphabet kidz
11.2017 - 07.2019
Home Health Aid/Med Tech.
Families Come First
10.2014 - 02.2016
Med Tech/ Resident Aid/ Receptionist
The Grande
08.2011 - 09.2013
Host/Cashier/Waitress
Woodside Inn Family Resturant
09.2009 - 07.2010
Cashier
Four Wheel Truck and Car Accessories
05.2004 - 07.2007
Certificate - Home Health AId
Metropolitain Tech
High School Diploma -
Hernando