Kendra Armstrong
Raleigh,NC
Summary
Detail-focused Quality Control Analyst known for high productivity and efficient task completion. Possess specialized skills in statistical analysis, quality assurance methodologies, and regulatory compliance. Excel in problem-solving, critical thinking, and communication, ensuring successful project outcomes through effective collaboration and adherence to standards.
Overview
10
10
years of professional experience
Work History
Quality Control Analyst
NJ Transit
Newark , NJ
01.2023 - 12.2024
- Created daily reports detailing response times, call volumes, and other pertinent information.
- Utilized computer systems to locate addresses, calculate estimated arrival times, and provide directions when necessary.
- Developed strategies for improving efficiency within the dispatch department.
- Performed administrative duties such as filing paperwork, updating databases, and preparing documents for review by management staff.
- Resolved customer complaints related to service issues or delays.
- Updated records of driver locations, delays, and cancellations.
Senior Customer Success Manager
MTM Transportation
Lake Saint Louis, MO
10.2021 - 01.2023
- Ensured all customer inquiries were handled in accordance with company standards and regulations.
- Assisted in developing training materials for new hires as well as existing employees.
- Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
Administrative Assistant
Department of Transportation
Washington, DC
02.2018 - 09.2021
- Managed database systems containing customer contact information.
- Conducted research on various topics as requested by management.
- Answered questions from customers regarding products and services offered by the company.
- Compiled data from various sources into organized reports for review by management team.
- Directed customer inquiries to appropriate department personnel.
Customer Service Representative
Primerica
Waldorf , MD
01.2015 - 01.2018
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Provided accurate information about products and services to customers.
- Provided exceptional customer service to ensure customer satisfaction.
Education
Bachelor of Science -
Bowie State University
Bowie, MD05-2023
Skills
- Data Collection
- Appointment Scheduling
- Data Entry
- Complaint resolution
- Customer Retention
- Telephone Etiquette
- Customer Relationship Management
- Customer Relationship Management (CRM)
- Complaint Handling
- Customer Service
- Call Centers
- Conflict Mediation
Timeline
Quality Control Analyst
NJ Transit
01.2023 - 12.2024
Senior Customer Success Manager
MTM Transportation
10.2021 - 01.2023
Administrative Assistant
Department of Transportation
02.2018 - 09.2021
Customer Service Representative
Primerica
01.2015 - 01.2018
Bachelor of Science -
Bowie State University
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