Latisha Rose
Phoenix
Summary
Quality Assurance Analyst with experience in detailed technical specifications. Offers collaborative style and has outstanding communication skills. Expertise in test reporting and defect resolution.
Overview
14
14
years of professional experience
Work History
Quality Assurance Analyst
RemX Staffing
06.2017 - 07.2024
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Reported progress, test metrics and results to project stakeholders.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
- Acted as a liaison between the QA team and other departments such as Development, Customer Support, and Product Management, ensuring effective communication throughout all stages of the project lifecycle.
- Reduced defect rates through meticulous attention to detail during code reviews, working closely with developers to address any identified issues quickly.
Customer Service Manager
Paychex
02.2010 - 03.2017
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Customer Service Representative
Paychex
02.2010 - 04.2013
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
No Degree - Accounting And Business Management
Glendale Community College
Glendale, AZHigh School Diploma -
Career Success High School
Phoenix, AZ05.2011
Skills
- Quality Assurance
- Quality processes
- Data Analysis
- Mentoring and training
- Issue Resolution
- Quality Assurance Controls
Timeline
Quality Assurance Analyst
RemX Staffing
06.2017 - 07.2024
Customer Service Manager
Paychex
02.2010 - 03.2017
Customer Service Representative
Paychex
02.2010 - 04.2013
No Degree - Accounting And Business Management
Glendale Community College
High School Diploma -
Career Success High School
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