Monica Elder
Norcross,GA
Summary
Reliable call center quality assurance analyst specializing in regulatory compliance and customer service for the country's largest government Software as a Service and integrated payments provider. Develops and manages projects that improve day to day and big picture operations using quantitive and strategic methods. Utilizes resources to lead programs that facilitate understanding and implementation of company’s policies and procedures to optimize performance and service.
Overview
7
7
years of professional experience
Work History
Quality Assurance Specialist
Catalis
Alpharetta, GA
12.2019 - Current
- Monitored and evaluated adherence to company protocols for incoming calls, reporting findings as necessary.
- Detected trends impacting performance metrics, and makes decisions to streamline administrative processes accordingly.
- Conducted training sessions and coaching meetings with diverse teams to facilitate discussions across various organizational units about maintaining quality objectives.
- Designed, created, and managed organizational assets effectively.
Escalations Agent
Catalis
Alpharetta, GA
06.2019 - 12.2019
- Optimized client support by supplying timely responses and detailed answers to ensure superior service in all communication channels.
- Directed inquiries regarding agent and customer problems to suitable areas such as security fraud teams, financial audit staff, tech support specialists, or higher-level managers.
- Rectify service problems through integrated system data manipulation for product adjustments.
Call Agent
Catalis
Alpharetta, GA
02.2018 - 06.2019
- Managed customer interactions in both English and Spanish for resolution of government-related queries.
- Leveraged various platforms and systems for efficient data processing.
- Handled financial operations efficiently while maintaining high standards of customer service.
Education
Certification - Foundations of User Experience (UX) Design
Google
12.2022
Certificate of Musicianship - Modern Recording, Engineering, and Production
Atlanta Institute of Music And Media
Atlanta, GA09.2014
High School Diploma -
Peachtree Ridge High School
Suwanee, GA05.2011
Skills
- Regulatory compliance monitoring and reporting
- Agent training, development, and coaching
- Project development
- Agile/usability testing
- Data analysis
- Problem-solving and process improvement
- Team and department collaboration
- Time management and deadline-driven
- Leadership and presentation skills
- Verbal, written, and visual skills
- Customer service
- Media and video editing
- Bilingual: Spanish
- Outlook, Teams, Excel, Sharepoint, JIRA, NICE
Timeline
Quality Assurance Specialist
Catalis
12.2019 - Current
Escalations Agent
Catalis
06.2019 - 12.2019
Call Agent
Catalis
02.2018 - 06.2019
Certification - Foundations of User Experience (UX) Design
Google
Certificate of Musicianship - Modern Recording, Engineering, and Production
Atlanta Institute of Music And Media
High School Diploma -
Peachtree Ridge High School
Similar Profiles
Hunter GriffinHunter Griffin
Senior Software Analyst at CatalisSenior Software Analyst at Catalis
Kaycee KingKaycee King
Business Analyst at CATALISBusiness Analyst at CATALIS
Jeremy FerreiraJeremy Ferreira
Field Data Collector at Catalis Tax Cama IncField Data Collector at Catalis Tax Cama Inc
Quang-Tu D NguyenQuang-Tu D Nguyen
Nail Technician at NVUS Nail StudioNail Technician at NVUS Nail Studio
Jennifer WhitsonJennifer Whitson
Unit Assistant at Northeast Georgia Medical CenterUnit Assistant at Northeast Georgia Medical Center