Summary
Overview
Work History
Education
Skills
Timeline
GeneralManager

Maya Bethea

Quality Assurance
Hudson,Florida

Summary

Thorough Quality Assurance Specialist with 20+-year background in Call center and virtual call center. Excellent resource management and allocation skills. Outstanding communication, organizational and time management talents. Determined Quality Assurance Specialist with dedication to quality and accuracy. Familiar with handling multiple projects in highly competitive environments. Solid interpersonal and collaboration skills. In-depth Quality Assurance Specialist with success in prioritization and multitasking. Exceptional communication and organizational skills. Committed to paying impeccable attention to reviews and auditing procedures. Reliable Quality Control Specialist with abilities in blueprint interpretation, operations monitoring and quality control inspections. Outstanding communication, active listening and organizational talents. Physically fit and adaptable with the capability to work in various work environments.

Overview

12
12
years of professional experience
7
7
years of post-secondary education

Work History

Quality Assurance Specialist

MKBvisions
Gadsden , AL
04.2017 - Current
  • Recorded findings of QAPF calls, collaborating with quality team to implement corrective actions.
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Monitored product standards and quality-control programs.
  • Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
  • Promoted adherence to quality standards by educating personnel on quality control.
  • Educated employees on specific QA standards and confirmed maintenance of standards.
  • Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
  • Fixed identified issues to improve workflows.
  • Inspected representative calls and compared against standards to meet regulatory requirements.
  • Provided training to over 300 onboarding team members in 2020- current.
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Answered live online chats to give quick answers and solve problems faster.
  • Troubleshot and resolved online ordering issues and concerns to promote seamless ordering process for customers.
  • Maintained positive and professional attitude toward customers to foster positive experiences resulting in repeat online purchases.
  • Processed orders, monitored back-orders, invoiced and followed shipping procedures to expedite online ordering process.

Customer Service Specialist

Simone Mathews Recovery Agency
Concord, NC
01.2015 - 01.2019
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Used consultative techniques to understand customer needs and make strategic referrals to business partners.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Took payment information and other pertinent information such as addresses and phone numbers to place orders.
  • Complied with company policies and procedures by encouraging positive and effective work environment among employees.
  • Maintained and managed customer files and databases.

Customer Service Representative

MCI WorldCom Technology Drive
RILEIGH , NC
04.1996 - 01.1999
  • Provided primary customer support to internal and external customers.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Responded to customer requests for products, services and company information.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Educated customers on current promotions, upgrades or new offerings available under current plan.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Attended telephone skills and program information training sessions to boost aptitude.

Education

High School Diploma -

Western High School
Baltimore, MD
09.1990 - 05.1993

Associate of Science - Counseling Psychology

SOUTHERN UNIVERSTY
Lakeland, FL
01.2017 - 11.2020

Skills

    Correction action planning

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Timeline

Quality Assurance Specialist

MKBvisions
04.2017 - Current

Associate of Science - Counseling Psychology

SOUTHERN UNIVERSTY
01.2017 - 11.2020

Customer Service Specialist

Simone Mathews Recovery Agency
01.2015 - 01.2019

Customer Service Representative

MCI WorldCom Technology Drive
04.1996 - 01.1999

High School Diploma -

Western High School
09.1990 - 05.1993

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Maya BetheaQuality Assurance