MICHAEL WILLIAMS
New Port Richey,FL
Summary
Results-driven, knowledgeable senior quality analyst with several years of experience completing manual tests on software under tight deadlines. Talented at managing multiple tasks with excellent time management and problem-solving abilities. Strong work history leading QA staff to maximize effectiveness for superior results. Skilled in Microsoft Office Suite and committed to fostering a culture of continuous improvement and exceptional customer satisfaction.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Quality Analyst
Amerilife LLC
Clearwater, Florida
06.2017 - Current
- Conducted accurate random audits of CSR’s calls and processes to ensure compliance.
- Compiled quality monitoring data to evaluate performance at individual, team, and call center levels.
- Developed statistical reports identifying recurring issues in procedures or training methods.
- Provided actionable insights and training recommendations to team leaders and CSRs regularly.
- Collaborate with cross-functional teams to identify and resolve quality issues.
Customer Care Trainer
Amerilife LLC
Clearwater, Florida
05.2021 - 06.2022
- Delivered initial and ongoing training for new hires and call center representatives using diverse instructional techniques.
- Maintained training and reference materials through regular updates and administered periodic competency assessments.
- Coordinated training schedules, evaluated employee competencies, and communicated recommendations for further training to leadership and QA teams.
- Acted as a role model for CSRs and POS staff, fostering an open feedback environment while providing assistance with complex issues.
- Provided ongoing coaching and feedback to improve team performance and skills.
- Collaborated with management to implement strategies for improved customer satisfaction.
Senior CSR 3
Amerilife LLC
Clearwater, Florida
08.2011 - 06.2017
- Communicated with agents, policyholders, applicants, and providers to relay accurate information and guidelines.
- Handled customer inquiries primarily via phone, ensuring exceptional service and satisfaction.
- Updated policyholder records to maintain current information and routed requests according to procedures.
- Participated in cross-training initiatives to enhance team efficiency and identify process improvement opportunities.
- Assisted other departments within TPA as required, supporting special projects and alternate duties assigned by leadership.
- Managed customer inquiries through phone and email communication.
- Utilized CRM systems to track customer interactions and feedback.
Education
High School Diploma -
Palm Harbor University High School
Palm Harbor, Florida05.2000
Skills
- Microsoft Office Suite
- Quality assurance
- Compliance monitoring
- Customer relationship management
- Problem solving
- Attention to detail
- Effective communication
- Team leadership
- Coaching techniques
- Spreadsheet management
- Operating system proficiency
Certification
215 Life Health License
Languages
English
Full Professional
Timeline
Customer Care Trainer
Amerilife LLC
05.2021 - 06.2022
Senior Quality Analyst
Amerilife LLC
06.2017 - Current
Senior CSR 3
Amerilife LLC
08.2011 - 06.2017
High School Diploma -
Palm Harbor University High School