Mary Palmer
Chicago
Summary
Adaptable, solutions-focused professional with more than ten years’ success in customer service and quality assurance initiatives. Effectively implements organization and improvement in productivity and performance. Trained to contribute exceptional technical accuracy and ensure quality compliance. Passionate about offering client-focused assistance and support. Proficient with MS Office Suite and able to rapidly learn new software.
Overview
17
17
years of professional experience
Work History
Quality Assurance Call Monitor
Walden University
05.2023 - 05.2026
- Contributed to the development of monitoring policies and procedures, promoting a standardized approach across all units
- Monitored conversations between enrollment specialists and prospective students about enrollment with Walden University.
- Provided feedback on enrollment specialist conversation for the adherence for qualify and complyance
Quality Assurance Analyst
Go Health
01.2021 - 01.2022
- Worked remotely to systematically monitor 30+ sales calls using compliance scorecards to establish high quality standards. Reported consistency with legal regulations and company guidelines. Administered extensive analytics to identify trends, generate insights, and provide feedback for performance improvement.
- Increased productivity rate by 10% by conducting performance evaluations.
- Analyzed key performance metrics, yielding detailed reporting and recommendations thereby improving call quality scores by 10%.
- Promoted to tier two quality assurance analyst.
Claims Representative
Briljent/Illinois Department Employment Security
01.2020 - 01.2021
- Worked remotely to manage inquiries and concerns by researching and documenting information in compliance with strict standards. Delivered technical support and online troubleshooting services enhancing customer loyalty and revenue.
- Processed more than 30 unemployment claims daily.
Substitute Teacher
Charter Schools Network
01.2018 - 01.2021
- Developed lesson plans and activities based on academic goals. Instructed and encouraged student's critical thinking skills. Enhanced student grades by maintaining a positive learning environment.
Front Desk Agent
Charter Fitness
01.2017 - 01.2018
- Grew customer satisfaction and retention rates by providing extraordinary customer service. Promptly responded to billing inquiries, assisted with check-in procedures, and promoted services to drive new sales memberships.
Customer Service Representative
Anchor Staffing/Laz Parking/Randstad/Maximus Inc/ TCF National Bank
01.2009 - 01.2015
- Implemented exceptional customer service by facilitating technical support, conflict resolution, and identifying and clarifying discrepancies in records. Documented and performed data entry to streamline maintenance records and submission processes. Issued customer quality assurance analytics to highlight areas of improvement and enhance customer service experience.
- Reduced downtimes by 10% through data entry and maintenance records.
- Completed technical assistance training.
- Exceeded daily production call goals.
Education
MBA - Business Administration
Walden University
Minneapolis, MN08-2025
Bachelor of Science - Business Administration
East West University
Chicago, Illinois01-2016
Associate of Arts - Business Administration
National American University
Rapid City, South DakotaSkills
- Customer Relations
- Regulatory Compliance
- Process Improvement
- Communications
- Establishing Quality Standards
- Conflict Resolution
- Technical Assistance
- Data Entry
Accomplishments
- Surpassed productivity rates by 10% by establishing strong quality standards.
- Nurtured outstanding customer service through consistent communication and evaluation of best practices.
- Maintained compliance with legal and company regulations earning a promotion to tier two quality assurance analyst.
Additional Experience
- Customer Care Representative, Best Buy Corporation, Chicago, IL
- Sales Associate, Macy’s Department Store, Chicago, IL
Timeline
Quality Assurance Call Monitor
Walden University
05.2023 - 05.2026
Quality Assurance Analyst
Go Health
01.2021 - 01.2022
Claims Representative
Briljent/Illinois Department Employment Security
01.2020 - 01.2021
Substitute Teacher
Charter Schools Network
01.2018 - 01.2021
Front Desk Agent
Charter Fitness
01.2017 - 01.2018
Customer Service Representative
Anchor Staffing/Laz Parking/Randstad/Maximus Inc/ TCF National Bank
01.2009 - 01.2015
Associate of Arts - Business Administration
National American University
MBA - Business Administration
Walden University
Bachelor of Science - Business Administration
East West University