Margaret Wills
Portland
Summary
Quality Assurance Specialist with a strong track record in call evaluation and documentation management. Proven ability to enhance service quality and drive member satisfaction through effective team collaboration. Focused on developing high-performing teams and optimizing operational processes.
Overview
28
28
years of professional experience
Work History
Quality Assurance Specialist
Transdev Health Solutions
Clackamas
11.2022 - Current
- Addressed members' complaints and concerns.
- Documented member feedback using formal templates.
- Reviewed and evaluated call center agent calls against established standards.
Front of House Supervisor
Guckenheimer Enterprises
Tualatin
07.2017 - 10.2022
- Managed scheduling and staffing to ensure coverage during peak hours.
- Supervised daily operations of front of house staff and guest services.
- Oversaw adherence to health and safety regulations during service.
- Assisted with training of new hires.
Office Manager
Paycheck Advance,LLC
Gresham
06.2002 - 07.2007
- Managed a team of 3-4 employees.
- Created the weekly work schedule.
- Supervised employee performance and performed yearly reviews.
- Interviewed potential new hires.
- Performed accounts payable and receivable.
- Kept record of employee hours for payroll.
- Balanced daily financial records.
Department Manager
K-Mart Corporation
Gresham
10.1997 - 12.2000
- Managed employee schedules and breaks.
- Interviewed potential new hires.
- Audited and displayed inventory.
Education
Associate of Arts - Psychology
Mt. Hood Community College
Gresham, OR09-2002
Skills
- Quality assurance
- Call evaluation
- Complaint resolution
- Documentation management
- Technical reporting
- Team leadership
- Team building
- Conflict resolution
- Employee training
Timeline
Quality Assurance Specialist
Transdev Health Solutions
11.2022 - Current
Front of House Supervisor
Guckenheimer Enterprises
07.2017 - 10.2022
Office Manager
Paycheck Advance,LLC
06.2002 - 07.2007
Department Manager
K-Mart Corporation
10.1997 - 12.2000
Associate of Arts - Psychology
Mt. Hood Community College