LAWRENCE TARIN
El Paso,Texas
Summary
Quality Assurance Representative experienced in developing and implementing quality control systems. Improved operational efficiency through identification, analysis, and resolution of complex quality issues while ensuring compliance with industry standards and customer satisfaction metrics. Committed to enhancing organizational outcomes by planning, implementing, and optimizing performance initiatives.
Overview
11
11
years of professional experience
Work History
Quality Assurance Representative
TLCx
El Paso, TX
01.2024 - Current
- Audited random calls to evaluate compliance with regulations and company policies.
- Identified improvement opportunities in quality assurance procedures, enhancing compliance and performance.
- Delivered feedback to increase quality and adherence to call-handling protocols.
- Recommended modifications to scripting and agent engagement strategies, aiming to elevate call quality and customer experience in home purchasing.
- Assisted in the implementation of continuous improvement initiatives.
- Participated in scheduled quality assurance team meetings and presented reports and findings to facilitate improvements.
- Created reports detailing findings from Internal Wells Fargo employees as well as onsite external Wells Fargo agents employed through TLCx.
- Conducted over 6,900 QA forms in 2 years.
- Documented key insights from calibration calls, aiding Client Services manager in driving process improvements..
Payment Specialist/Finance/ Child Care Services
Workforce Solutions Borderplex
El Paso, TX
05.2019 - 09.2023
- Under immediate supervision, perform accounting duties such as provider billings and accuracy verification.
- Responsible for monitoring attendance in Twist Web for all assigned providers to ensure proper provider payment, to include using the CCAA program.
- Contact providers regarding any attendance discrepancies and requesting Non-Swipe reports for updates needed.
- Process updates to attendance records and confirm provider payments.
- Delegated non-compliance cases to the eligibility program specialist via the database for follow-up.
- Documented information accurately and conducted regular follow-up as required.
- Establish and maintain professional communication with providers to meet the needs of parents.
- Assisting providers and parents regarding attendance and referral inquiries by performing detailed research.
- Process CCAA card requests and document properly by completing and scanning the files.
Employment Coordinator
DialAmerica
El Paso, TX
09.2016 - 05.2019
- The Employment Coordinator's primary job duties are with the initial screening process for Agent selection. The Employment Coordinator is held accountable to ensure all job inquiries are reviewed, screened, and qualified applicants attend scheduled interviews. Duties include, but are not limited to:.
- Screening incoming inquiries and scheduling interviews with quality candidates.
- Processing of applicant inquiries through effective call techniques and screening of candidates.
- Tracking all applicant information and scheduling interviews.
- Preparing applicants and Recruiting or Retention Manager (and other Managers) for the interview process.
- Conducting between 12 to 15 face-to-face interviews weekly to determine what programs are best suited for applicants.
- Keep up to date information and communicate with agents waiting for background checks.
- Coordinated recruitment efforts to fill various positions within the company.
- Streamlined recruitment processes to efficiently fill open positions within the organization. to fill various positions within the company.
- Engaged with management to assess staffing requirements and align recruitment strategies to identify staffing needs and job requirements.
- Coordinated with department heads to develop tailored recruitment strategies that meet specific needs. to identify staffing needs and develop recruitment plans accordingly.
- Maintaining the Sonitrol security access system with activating and deactivating employee, staff, temporary and visitor badges.
- Maintained accurate records of hiring processes and employee information.
Administrative Assistant
SourceHOV/Exela Technologies
El Paso, TX
06.2015 - 06.2016
- Assisted Operations Manager by verifying and determining the employment of new hires. Duties included, but were not limited to:.
- Recorded and organized sensitive information, including CIGNA and direct deposit forms, ensuring accuracy.
- Maintenance of employee payroll information, PTO submissions, Jury Duty and Leave Absence documentation.
- Acquired, predicted, and purchased the needed inventory of supplies.
- Produced and assisted with Employee Action Notices for changes in positions, pay, terminations, and hiring.
- Created and processed Employee Action Notices for changes in positions, pay, terminations, and hiring, ensuring accuracy and compliance.
- Assisted the Production Manager by maintaining numerous daily production reports of incoming and outgoing health care claims as well as direct contact with business clients.
- Ensured availability of office supplies by tracking inventory and coordinating timely orders.
- Facilitated onboarding process for new employees by providing comprehensive orientation materials.
- Acquired, predicted, and purchased the needed inventory of supplies.
- Assisted Production Manager by maintaining numerous daily production reports of incoming and outgoing health care claims as well as direct contact with business clients.
- Managed data entry tasks by accurately inputting information into spreadsheets using Excel.
Education
Business Administration Core Curriculum
El Paso Community College
El PasoBachelors of Business Administration -
University of Texas El Paso
El Paso, TexasSkills
- Microsoft Excel
- Microsoft Word
- Microsoft PowerPoint
- Microsoft Publisher
- Clear communication
- Strong communication
- Verbal communication
- Written communication
- Team player
- Works well under pressure
- Time management
- Multitasking
- Relationship-building
- Interpersonal skills
Additional Notes
Additional work history available upon request
Timeline
Quality Assurance Representative
TLCx
01.2024 - Current
Payment Specialist/Finance/ Child Care Services
Workforce Solutions Borderplex
05.2019 - 09.2023
Employment Coordinator
DialAmerica
09.2016 - 05.2019
Administrative Assistant
SourceHOV/Exela Technologies
06.2015 - 06.2016
Business Administration Core Curriculum
El Paso Community College
Bachelors of Business Administration -
University of Texas El Paso