Leshelica Heard
Ellenwood,United States
Summary
Experienced Quality Assurance Auditor skilled at managing Production Call audits Top-notch abilities in Monitoring Call Center Calls, Evaluating Calls, planning projects and solving operational problems. Familiar with the unique standards and compliance requirements in the Quality Assurance industry. Seeking a long-term position with room for advancement. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amount of inbound and outbound calls and sustaining satisfactory relationship with customers. Methodical Cycle Counter familiar with managing high inventory volumes. Offering a firm grasp of inventory software and warehouse operations standards.
Overview
12
12
years of professional experience
Work History
Call Center Quality Analyst
Randstad
Atlanta, GA
01.2023 - 02.2024
- Analyzed customer service calls to identify areas of improvement and provide feedback to agents.
- Monitored customer conversations for quality assurance purposes, ensuring that all policies were followed.
- Evaluated customer interactions for compliance with company standards and regulations.
- Identified trends in customer complaints and worked with agents to develop solutions.
- Provided coaching and guidance to call center representatives as needed.
- Participated in weekly meetings with the leadership team to discuss quality assurance initiatives.
- Reviewed recordings of customer interactions for accuracy and completeness.
- Assessed work performance for each employee within department, providing constructive criticism regarding handling of job tasks.
Quality Assurance
Walmart Distribution
Atlanta, GA
07.2018 - 12.2022
- Established procedures and quality standards.
- Kept records of quality reports and statistical reviews.
- Reviewed current standards and policies.
- Troubleshot product issues and fixed problems
- Completed daily cycle counts of products, components and raw materials.
Customer Service Representative-Quality Assurance
Chime Solutions
Atlanta, GA
01.2015 - 07.2018
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Assessed employees through on-site observation and interviews to determine strengths and weaknesses in work performance, methods and team functions.
- Call monitoring and providing actionable insights in a call center environment.
Delivery Driver
Time Logistics Courier
Norcross, GA
01.2012 - 11.2015
- Grouped and routed deliveries according to designated areas to maintain efficient delivery times.
- Delivered rush merchandise on tight schedules to meet customer targets.
- Notified customers of delays to decrease calls to support.
Education
High School Diploma -
Life Christian Academy
Forest Park, GASkills
- Documentation and Reporting
- Verbal and Written Communication
- Customer Service
- Problem Resolution
- Reliable & Trustworthy
- Credit Card Payment Processing
- Customer Data Confidentiality
- Responding to Difficult Customers
- Calm and Professional Under Pressure
- Building Customer Trust and Loyalty
- Problem-Solving Abilities
- Remote Office Availability
- Computer Skills
- Multitasking and Prioritization
- Understanding Customer Needs
- Upbeat and Positive Personality
Timeline
Call Center Quality Analyst
Randstad
01.2023 - 02.2024
Quality Assurance
Walmart Distribution
07.2018 - 12.2022
Customer Service Representative-Quality Assurance
Chime Solutions
01.2015 - 07.2018
Delivery Driver
Time Logistics Courier
01.2012 - 11.2015
High School Diploma -
Life Christian Academy