Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Marissa Toverada

Las Vegas

Summary

Dynamic Quality Assurance Specialist with a proven track record at PennyMac LLC, enhancing product quality and team collaboration. Expert in quality management systems and customer service, I led initiatives that significantly improved processes and mentored junior staff, driving professional growth. Achieved notable sales contributions at Apple Inc., demonstrating exceptional communication and problem-solving skills.

Overview

8
8
years of professional experience

Work History

Quality Assurance Specialist

PennyMac LLC
09.2021 - Current
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Developed a call monitoring plan to meet product quality standards.
  • Enhanced team collaboration, leading cross-functional meetings to discuss quality assurance findings and improvements.
  • Mentored junior QA specialists, fostering a culture of continuous learning and professional growth.
  • Facilitated training sessions for team members to ensure a consistent understanding of documentation standards and best practices.
  • Performed gap analyses on current processes against industry standards, resulting in actionable recommendations for improvements.

Warehouse - Staging Agent

Amazon
05.2022 - 10.2022
  • Loaded, unloaded, and moved material to and from storage and production areas.
  • Operated various types of warehouse machinery safely, adhering to all relevant guidelines and protocols.
  • Maximized available storage space by utilizing vertical stacking techniques when arranging inventory items.
  • Performed routine maintenance checks on warehouse equipment to ensure optimal functionality at all times.
  • Expedited the receiving process of new shipment arrivals through efficient unloading, sorting, and staging tasks.

Customer Service Representative

PennyMac
06.2019 - 09.2021
  • Maintained compliance with federal regulations through diligent review of loan documents and adherence to company policies.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Trained new personnel regarding company operations, policies and services.
  • Cross-trained and provided backup support for organizational leadership.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.

Retail Sales Specialist

Apple Inc.
08.2017 - 06.2019
  • Delivered in-depth information on product features so customers could make educated decisions before purchase.
  • Collaborated regularly with colleagues on initiatives aimed at boosting overall store performance.
  • Conducted product demonstrations, showcasing features and benefits to drive sales conversions.
  • Consistently met or exceeded individual sales goals while contributing to overall store success.

Barista

Amorino Gelato
01.2017 - 08.2017
  • Managed time effectively to balance both front-of-house tasks and back-of-house responsibilities during busy periods.
  • Operated espresso machines and commercial coffee brewers to create beverages.
  • Enhanced customer satisfaction by creating visually appealing and delicious ice cream creations.
  • Maintained menu knowledge to provide recommendations and answers to customer questions.

Education

High School Diploma -

Mojave High School
Las Vegas, NV
06-2016

Skills

  • Quality management systems
  • Documentation and reporting
  • Internal audits
  • Correction action planning
  • File management
  • Customer service
  • New hire training
  • Public speaking

Accomplishments

  • Assessed potential issues and recommended solutions that were within compliance constraints.
  • Developed detailed and well-received test plans, test cases and test scripts that became company standards.
  • Created a call monitoring plan for the Quality department and Customer Service department
  • Trained 15 new quality assurance agents
  • OJT certification

Timeline

Warehouse - Staging Agent

Amazon
05.2022 - 10.2022

Quality Assurance Specialist

PennyMac LLC
09.2021 - Current

Customer Service Representative

PennyMac
06.2019 - 09.2021

Retail Sales Specialist

Apple Inc.
08.2017 - 06.2019

Barista

Amorino Gelato
01.2017 - 08.2017

High School Diploma -

Mojave High School

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Marissa Toverada