PAOLA MARCILIO
Clermont,FL
Summary
Quality Assurance Specialist with over 3 years of experience in manual and automated software testing. Expertise in developing test plans, executing test cases, and identifying defects to ensure high-quality deliverables. Proficient in JIRA and implementing testing best practices in Agile environments. Focused on enhancing product quality through thorough testing and collaboration with cross-functional teams.
Overview
4
4
years of professional experience
Work History
Member Quality Specialist II
Teladoc Health
05.2023 - Current
- Process high-volume customer cases and product-related issues, ensuring all actions meet strict deadlines and compliance standards.
- Manage data entry, tracking, and updates in Salesforce, achieving an error rate under 1%.
- Coordinate directly with customers, carriers, and internal teams to resolve issues, update orders, and maintain service quality.
- Monitor trends in customer complaints, proactively escalating potential service or product disruptions to management.
- Support process onboarding and build SOPs to streamline workflows and improve operational efficiency.
- Lead training sessions for team members and cross-functional partners to ensure alignment on procedures and customer service standards.
- Developed training materials for staff on quality standards and best practices.
- Monitored compliance with industry regulations and internal policies.
- Conducted internal audits to ensure compliance with quality standards and procedures.
Practice Coordinator, Mental Health
Teladoc Health
09.2022 - 05.2023
- Managed administrative workflows including scheduling, documentation, and record accuracy for high-volume service requests.
- Oversaw onboarding processes for new providers, ensuring all requirements were met prior to service delivery.
- Collaborated with internal teams to maintain compliance, track approvals, and ensure smooth operational execution.
- Provided status updates to leadership, ensuring transparency and proactive resolution of issues.
- Facilitated communication between patients and healthcare providers seamlessly.
- Assisted in the onboarding process for new clinical staff members efficiently.
- Organized and streamlined administrative workflows to enhance operational efficiency.
- Collaborated with multidisciplinary teams to improve patient care coordination.
Expert Medical Services Coordinator
Teladoc Health
01.2022 - 09.2022
- Handled a high volume of inbound customer requests, ensuring fast, accurate responses.
- Processed service initiation requests and maintained detailed records in multiple platforms.
- Coordinated with third-party vendors and internal departments to ensure timely service completion.
Education
Igniting Leadership Potential Program -
Teladoc Health
05.2024
Associate of Science(A.S.) - Radiologic Technology
Keiser University
Ft Lauderdale, FL01.2017
Skills
- Order and data processing systems
- Logistics coordination and communication
- Inventory management and tracking
- Process improvement and SOP development
- Cross-functional collaboration
- Attention to detail and time management
- Problem-Solving
- Quality assurance and compliance
- Microsoft 365 proficiency
- Salesforce CRM management
- Collaboration tools (Slack, Zoom)
- Database Management: [eg, SQL, CRM systems]
Education And Professional Development
- Igniting Leadership Potential Program, Teladoc Health, 03/01/24, 05/01/24
- Associate of Science (A.S.), Radiologic Technology, Keiser University, Ft Lauderdale, FL, 2017
Projects And Key Initiatives
- Knowledge Base Optimization - Reviewed and updated internal articles for accuracy and alignment with current processes.
- Troubleshooting Script Update - Refined app and portal troubleshooting workflows for improved clarity and customer usability.
- Cross-Training Program - Delivered training to expand team capability in non-primary service areas, fostering operational flexibility.
Timeline
Member Quality Specialist II
Teladoc Health
05.2023 - Current
Practice Coordinator, Mental Health
Teladoc Health
09.2022 - 05.2023
Expert Medical Services Coordinator
Teladoc Health
01.2022 - 09.2022
Igniting Leadership Potential Program -
Teladoc Health
Associate of Science(A.S.) - Radiologic Technology
Keiser University