Melinda Rich
Knoxville,Tennessee
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
12
12
years of professional experience
Work History
Quality Assurance Analyst
SITEL Worldwide
Knoxville, TN
02.2021 - Current
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration and teamwork.
- Created and achieved product quality objectives and met product specifications.
- Fixed identified issues to increase productivity and boost workflows.
- Monitored process checks for proper completion and correct frequency.
- Reported problems and concerns to management.
- Provided training to over 500 onboarding team members in 2021.
- Helped teach new hires starting in week two of training, proper processes for quality assurance.
- Attended team meetings to coach teams on proper quality processes.
- Coached advisors in one on one sessions to help improve their quality scores.
Customer Service Representative
Arise
Miramar, FL
01.2012 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Answered average of 100 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Communicated professionally with colleagues, freelancers and clients.
Education
No Degree - Psychology
Southern New Hampshire University
Hooksett, NHSkills
Consistent Procedure and Protocol Use
- Information Sequencing
- Judgment and Decision-Making
- Word Processing
- Microsoft Excel
- Employee Performance Reviews
- Quality Assurance Requirements
- Writing
Timeline
Quality Assurance Analyst
SITEL Worldwide
02.2021 - Current
Customer Service Representative
Arise
01.2012 - Current
No Degree - Psychology
Southern New Hampshire University
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