Hi, I’m
Malissa Spencer
Hammond,IN
Summary
Polite and professional Quality Assurance/Team Lead successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
10
years of professional experience
1
Certificate
Work History
Self-employeed
WFH Independent Contractor- Quality Assurance/Team Leader
11.2016 - Current
Job overview
- Provided exceptional customer service by addressing client concerns promptly and offering solutions that met their needs.
- Affectively provided support for team members fielding calls
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within call center.
- Adapted quickly to changing demands or unforeseen challenges within project''s scope without compromising results.
- Used several different computer systems to track and investigate each case, i.e., Levelup, Olo, Teams, Adobe, Salesforce, etc
- Utilized specialized software tools when necessary to enhance productivity or meet specific client requirements.
- Offered creative problem-solving techniques when faced with unexpected obstacles during course of project.
- Assessed performance metrics after each completed assignment to identify areas for improvement moving forward.
- Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
- Collaborated effectively with cross-functional teams, resulting in successful project completion.
- Streamlined processes and implemented organizational systems to increase efficiency and productivity.
- Conducted thorough research to stay updated on industry trends and best practices, providing informed recommendations to clients.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Contributed to process improvements within team by suggesting innovative solutions that led to enhanced workflows and better results.
United Allergy Services
CAS-Clinical Allergy Specialist
12.2013 - 03.2017
Job overview
- Established new allergy services and maintained consistent workflow in high volume ENT Clinic
- Trained 500 plus patients and 20 employees per year to administer allergen immunotherapy
- Managed multi-technician allergy department to ensure safety protocol and maintained relationships with physicians and surrounding areas.
- Developed customized treatment plans tailored to each patient''s specific needs and medical history.
- Collaborated with other healthcare professionals to provide multidisciplinary approach to allergy care.
- Conducted allergy testing using skin tests, blood tests, and challenge tests to identify allergens and recommend appropriate treatments.
- Administered immunotherapy treatments, including subcutaneous injections and sublingual immunotherapy, resulting in reduced allergic symptoms for patients.
- Mentored junior staff members on best practices of allergy care delivery methodologies.
- Acted as liaison between primary care physicians and other specialists, ensuring clear communication and coordinated care for patients with complex allergy cases.
Education
University of PhoenixPhoenix, AZ
BA from Health Administration
07.2010
Skills
- WFH team lead for call center
- WFH Remote Support
- Performance Quality Assurance
- Performance monitoring
- Exceptional customer service skills
- Administrative support/director support
- Computer literate: work with multiple systems
- Data entry: 40-60WPM, 10-key
- Reliable/dependable
- Meticulously detailed/critical thinker
- Proven adaptability
Certification
- Former CAS Certified Allergy Specialist
- CNA Iowa Certified Nursing Assistant
- CPR Certified American Heart Association
- Medical Transcription Certificate
Timeline
WFH Independent Contractor- Quality Assurance/Team Leader
Self-employeed
11.2016 - Current
CAS-Clinical Allergy Specialist
United Allergy Services
12.2013 - 03.2017
University of Phoenix
BA from Health Administration