SalesForce, AWS, Kronos, MS Office, Argus, Calabrio, Zendesk, LiveAgent
Michelle Mathis
Fort Worth,TX
Summary
Quality Assurance Analyst with extensive experience at Percepta, specializing in mentoring and training teams. Proficient in quality assurance processes and data analysis, driving improvements through root cause analysis and effective communication. Focused on enhancing team performance and ensuring compliance with industry standards.
Overview
29
29
years of professional experience
Work History
Quality Assurance Analyst
Percepta
Asheville, NC
08.2020 - Current
- Mentored team members on QA strategies, improving overall competency within the team.
- Participated in cross-functional meetings to discuss project progress and resolve challenges.
- Reported test metrics and results to project stakeholders, ensuring transparency throughout.
- Maintained knowledge of industry regulations and standards to guarantee compliance in QA processes.
- Facilitated communication between QA team and departments such as Development and Product Management.
- Coached team members on QA topics to enhance skill development and performance.
- Engaged in regular meetings with cross-functional teams to align project goals and address concerns.
Concierge Representative
Percepta
Asheville, NC
06.2018 - 08.2022
- Resolved customer complaints efficiently, ensuring high satisfaction levels.
- Maintained current knowledge of area attractions and events to inform customers accurately.
- Collaborated with team members to deliver consistent and exceptional customer service.
- Provided friendly service while managing challenging situations effectively.
Sales Associate
AT&T Communications
Austin, TX
03.2012 - 05.2016
- Cultivated customer relationships to drive repeat business and enhance loyalty.
- Utilized suggestive selling techniques to assess customer needs and increase sales.
- Resolved customer challenges by recommending relevant products and services.
- Collaborated with team members to share best practices and support performance improvement.
- Trained new staff on company policies, product knowledge, and sales strategies.
- Assisted customers in locating products and checking store systems for inventory at other sites.
- Achieved consistent monthly sales targets through effective sales strategies and comprehensive product knowledge.
Client Service Assistant
Medco Health Solutions
Irving, TX
08.1996 - 05.2007
- Delivered timely, accurate information on products and services to enhance client satisfaction.
- Conducted regular audits of processes, identifying efficiency opportunities without compromising quality.
- Updated client databases with precise information, improving trend analysis and service customization.
- Maintained organized filing system for client documents, facilitating easy retrieval of critical information.
- Prepared comprehensive reports for clients, ensuring clarity in data presentation and findings.
- Contributed valuable insights during team meetings to drive process improvements and client experience enhancements.
- Proactively identified potential challenges in client servicing, collaborating with management on preemptive solutions.
Skills
- Quality assurance processes
- Data analysis
- Mentoring and training
- Root cause analysis
- Call monitoring
- Group presentations
- Process implementation
- Technical support
Software
Timeline
Quality Assurance Analyst
Percepta
08.2020 - Current
Concierge Representative
Percepta
06.2018 - 08.2022
Sales Associate
AT&T Communications
03.2012 - 05.2016
Client Service Assistant
Medco Health Solutions
08.1996 - 05.2007
Similar Profiles
MICHELLE MILLERBARNETTMICHELLE MILLERBARNETT
Customer Experience Agent at PerceptaCustomer Experience Agent at Percepta
Alani Fisher BooneAlani Fisher Boone
Case Manager at PerceptaCase Manager at Percepta
Martina AlladinMartina Alladin
Cusromer Service Rep- FordPass Guide at PerceptaCusromer Service Rep- FordPass Guide at Percepta