Summary
Overview
Work History
Education
Skills
Timeline
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Nicole McCoy

Lakemore,United States

Summary

To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

9
9
years of professional experience

Work History

Quality Assurance Manager

Support Services Group
08.2022 - Current
  • Collaborated with cross-functional teams to develop and implement process and system improvements.
  • Monitored staff organization and suggested improvements to daily functionality.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Defined clear targets and objectives and communicated to other team members.
  • Recruited, interviewed, and hired employees and implemented positive feedback and engagement.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Leveraged data and analytics to make informed decisions and drive business improvements.

Quality Assurance Analyst

Support Services Group
06.2015 - 08.2022
  • Gathered, documented, and modeled data to assess business trends.
  • Produced detailed and relevant reports for use in making business decisions.
  • Responded to team support questions quickly to maintain efficiency.
  • Trained agents on operating procedures and company services.
  • Trained new personnel regarding company operations, policies, and services.
  • Developed SMART goals to better improve agent performance.
  • Facilitated calibrations and meetings in team and individual settings.
  • Maintained employee files.
  • Maintained reporting daily, weekly, and monthly

Customer Service Representative

Support Services Group
09.2014 - 06.2015
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered a constant flow of customer calls with minimal wait times.
  • Updated account information to maintain customer records.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Met customer call guidelines for service levels, handle time, and productivity.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Top-ranked agent in many KPIs

Education

Kent State Tuscarawas
New Philadelphia, OH

High School Diploma -

Garaway High School
Sugarcreek, OH
05.2004

Skills

  • Trend Analysis
  • Project Management
  • Process Analysis
  • Goals Setting
  • Internal Audits
  • Attention to Detail
  • Quality Assurance Background
  • Documentation Review
  • Employee Recruitment and Hiring
  • Employee Training
  • Employee Time Management
  • Proficient with Microsoft and Excel
  • Self-driven and highly motivated
  • Team Leadership
  • Root Cause Analysis
  • Customer Service

Timeline

Quality Assurance Manager

Support Services Group
08.2022 - Current

Quality Assurance Analyst

Support Services Group
06.2015 - 08.2022

Customer Service Representative

Support Services Group
09.2014 - 06.2015

Kent State Tuscarawas

High School Diploma -

Garaway High School

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Nicole McCoy