Sheli Carmichael
Princeton,WV
Summary
Quality Assurance Specialist with strong customer-facing experience and a commitment to continuous improvement. Proven ability to solve problems and execute plans effectively. Background in customer service, technical support, and call center operations, with a focus on employee engagement. Quick to learn and currently enhancing digital skills in Google Suite to improve efficiency.
Overview
9
9
years of professional experience
Work History
Quality Assurance Specialist
Echostar
06.2022 - Current
- Executed call evaluations to verify compliance with company policies and customer service benchmarks.
- Delivered specific feedback to elevate employee performance and improve customer interactions.
- Partnered with cross-functional teams to streamline processes and advance operational efficiency.
Technical Support & Dish Outdoors Specialist
Echostar
06.2020 - 06.2022
- Delivered expert troubleshooting solutions for complex technical issues.
- Provided specialized support for Hopper/ZIP, VIP, and Dish Outdoors equipment, ensuring functionality.
- Assisted customers in setting up satellite and outdoor television services while resolving interruptions.
- Identified and addressed hardware and software issues to maintain optimal system performance.
Senior Customer Care Specialist & CEDIA Concierge
Echostar
06.2020 - 06.2022
- Delivered specialized support to high-value clients, industry professionals, and residential buyers.
- Facilitated account management through email, phone, and Google Chat.
- Created new accounts, scheduled site surveys, provided cost estimates, and serviced existing accounts.
- Conducted follow-ups post work orders to verify completion and accuracy.
- Coordinated interdepartmental services and technician assignments via phone and digital communication tools.
- Maintained comprehensive records of customer interactions and account updates.
- Managed escalated concerns, ensuring timely and empathetic resolutions to customer issues.
Survey Response Team
Echostar
04.2018 - 06.2020
- Ensured timely resolutions for customers' technical and billing issues from survey responses.
- Analyzed customer feedback to identify trends, collaborating with teams to enhance service quality.
- Provided targeted troubleshooting support and account management to elevate customer experience.
- Maintained detailed records of customer interactions to track resolutions and inform operational improvements.
Retention
Echostar
03.2018 - 04.2018
- Utilized methods to reinforce customer loyalty and decrease churn rates.
Customer Care
Echostar
03.2017 - 03.2018
- Guided customers through inquiries, billing concerns, and service troubleshooting.
Billing
JanCare Ambulance Service
11.2015 - 03.2017
- Reviewed and processed EMT trip sheets to ensure accurate documentation of patient assessments, medication dosages, and treatment details.
- Generated detailed itemized billing for ambulance services, including basic and advanced life support.
- Coordinated with internal teams to verify billing accuracy, ensuring compliance with insurance and regulatory requirements.
- Maintained meticulous records to support auditing, claims processing, and dispute resolution.
Education
Some College (No Degree) - English Literature & Creative Writing
American Public University
Charles TownSkills
- Ensuring service interactions meet company standards through detailed evaluations
- Providing insightful feedback to enhance performance and service quality
- Fostering a positive workplace culture through collaboration and initiatives
- Collaborating with team members to improve skills and effectiveness
- Navigating digital tools and systems for efficient workflows
- Quickly adapting to new processes while maintaining accuracy and precision
- Conducting beta testing and refining products for better usability
- Effectively conveying information and solutions with clarity, and professionalism
- Approaching challenges strategically, with innovative solutions
Ongoing Projects & Initiatives
- Process Development & Quality Assurance Innovation:
- Contributed to the development and refinement of a new playbook to improve training and QA practices.
- Help manage the Wireless League of Quality chat space, offering real-time guidance and answers for field teams' QA questions.
- Employee Engagement & Workplace Initiatives:
- Hosting Engagement Team activities to foster workplace morale and collaboration.
- Organizing and facilitating contests and recognizing employee birthdays and work anniversaries to drive motivation and performance.
- Dish TV Beta Testing & Product Evaluation:
- Conducting ongoing beta testing for Dish TV, providing continuous feedback on performance and usability.
- Identifying areas for improvement and collaborating with teams to refine features before rollout.
Timeline
Quality Assurance Specialist
Echostar
06.2022 - Current
Technical Support & Dish Outdoors Specialist
Echostar
06.2020 - 06.2022
Senior Customer Care Specialist & CEDIA Concierge
Echostar
06.2020 - 06.2022
Survey Response Team
Echostar
04.2018 - 06.2020
Retention
Echostar
03.2018 - 04.2018
Customer Care
Echostar
03.2017 - 03.2018
Billing
JanCare Ambulance Service
11.2015 - 03.2017
Some College (No Degree) - English Literature & Creative Writing
American Public University
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