Nicolette Sawyers
West Palm Beach,FL
Summary
A resourceful Quality Analyst with track record of dependability and leadership. Knowledgeable in QA methodology with proven history of reducing errors to increase quality. Proficient in preparing test cases, plans and scripts. Dedicated to analyzing and resolving defects.
Overview
5
5
years of professional experience
Work History
Quality Analyst/Quality Control Supervisor
Tidal Basin Group Inc.
Remote
10.2023 - Current
- Analyzed quality and performance data to support operational decision-making.
- Created and revised procedures, checklists and job aids to reduce errors.
- Developed and maintained quality assurance procedure documentation.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Developed comprehensive training materials for new hires, fostering a culture of knowledge sharing and continuous learning within the team.
- Created Applicant life cycle policy.
- Created line-item deconstruction of project documents for future handoffs.
Mobile App Customer Experience
Miami Heat Group
Miami, FL
09.2019 - 04.2024
- Primary trainer for new hires in the various areas around the arena.
- Applied various techniques to locate bugs and errors in applications for speedy issue resolution for I-Phone and Android users.
- Collaborated with key team members to enhance and increase mobile app usage and support mobile and marketing initiatives by 5%.
- Delivered exceptional customer support by troubleshooting reported issues quickly and effectively, enhancing client satisfaction levels.
- Delivered event reports to executive staff and informed applicable parties of issues experienced during with the resolutions.
- Offered proactive recommendations to prevent recurring issues for upcoming events.
Eligibility Specialist Liaison
Tidal Basin Group Inc.
Remote
11.2022 - 10.2023
- Trained 40 employees and Vendors on procedures, policies, systems of record for installing travel trailers.
- Managed a team of 15 employees in cross-functional roles responsible for evaluating and qualifying Applicants for temporary residence in private and commercial parks
- Streamlined Applicant approval and denial processes in commercial parks, improved efficiency and ensured compliance regulations.
- Acted as the primary point of contact for all internal and external work order discrepancies.
Complaints Quality Control/Quality Assurance Analyst
Tidal Basin Group Inc.
Remote
04.2022 - 11.2022
- Consistently evaluated 218% of expected weekly activity for consistency, accuracy and compliance with program guidelines.
- Provided feedback and recommendations to case managers which assisted with accurate check payment assistance for the applicants and identified areas for enhancement.
- Assisted teammates in developing skills necessary to grasp application concepts and tool suite.
- Assisted case managers in preparing closeout files for closeout once benefits were provided.
Complaints Eligibility Specialist
Tidal Basin Group Inc.
Remote
03.2022 - 04.2022
- Consistently reviewed and evaluated 157% of expected weekly complaints from landlords and tenants through the system of record.
- Maintained detailed records of client interactions, ensuring accuracy and confidentiality of sensitive information.
- Evaluated financial documents to accurately assess income levels, assets, expenses, and other relevant factors impacting client eligibility status.
- Provided resolutions for the various inquiries received from the system of record.
- Provided post payment verification, integrity and fixes.
Quality Assurance Program Analyst
Tidal Basin Group Inc.
Remote
10.2021 - 03.2022
- Monitored program performance against established benchmarks, taking corrective action as needed to realign with final agreements for execution.
- Provided constructive feedback and recommendations to case managers based on review findings.
- Collaborated with case managers to improve processes and enhance quality.
Eligibility Specialist
Tidal Basin Group Inc.
Lake Mary, FL
07.2021 - 10.2021
- Consistently reviewed 110% to goal per week intake documentation determining clients' eligibility for program benefits.
- Primary trainer for new hires within teams.
- Shadowed phone calls between eligibility specialists and landlords/tenants to observe communication patterns and recommend improved verbiage.
Education
BBA - Marketing
Baruch College of The City University of New York
New York, NY08.2003
Skills
- Audit processes
- Quality Improvement
- Quality processes
- Data Analysis
- Training material development
- SOP Development
- Performance Assessment
- Developing Quality Standards
- Cross-Functional Team Collaboration
- Team Mentoring
- Team Collaboration
Tools & Software
Mircosoft Office Suite
Excel (Intermediate Proficiency)
SHarePoint
Outlook
Visio
Lists
Power Automate
Timeline
Quality Analyst/Quality Control Supervisor
Tidal Basin Group Inc.
10.2023 - Current
Eligibility Specialist Liaison
Tidal Basin Group Inc.
11.2022 - 10.2023
Complaints Quality Control/Quality Assurance Analyst
Tidal Basin Group Inc.
04.2022 - 11.2022
Complaints Eligibility Specialist
Tidal Basin Group Inc.
03.2022 - 04.2022
Quality Assurance Program Analyst
Tidal Basin Group Inc.
10.2021 - 03.2022
Eligibility Specialist
Tidal Basin Group Inc.
07.2021 - 10.2021
Mobile App Customer Experience
Miami Heat Group
09.2019 - 04.2024
BBA - Marketing
Baruch College of The City University of New York