Quashawnda Woodards
Black Bear Technology
Lexington Park,MD
6
years of professional experience
Detail-oriented professional skilled in performance analysis and quality assurance. Proven ability to develop comprehensive assessment plans and ensure compliance with safety and quality standards.
Work History
Performance Assessment Representative
1 Year 11 Months- Perform quality assurance duties including quality performance assessments of specified contract administrative functions in areas of custodial, grounds as well as renovation projects on base operating support service contracts involving facility maintenance
- Monitoring contracts adherence to safety measures, wages, and hour laws and labor relations
- Developing quality assurance/performance assessment plans for specific contracts
- Establish assessment schedules based on contract requirements, ,nature of work to be performed , and determination of critical assessment point involved
- Performs on-site assessments to observe work methods employed to assure acceptable output, compliance with specifications, and to monitor and document the use of specified materials
- Prepare contractor performance documents using Performance Assessment worksheets( PAWs). recording detail and/or any discrepancies observed during the assessment. Preparing documents with accuracy and trackable information of assessed site, time, and any recommendation for changes in the level of quality assurance and /or issuance of cure or show cause notice
- Act as a liaison between the customer and the contractor. Aiding the COR ( Contracting Officer Representative)
Performance Assessment Representative
10 Months- Perform quality assurance duties including quality performance assessments of specified contract administrative functions in areas of custodial, grounds, as well as renovations projects on base operating support service contracts involving facility maintenance
- Monitoring contracts adherence to safety measure, wages,hour laws and labor relations
- Developing quality assurance/performance assessment plans for specific contracts
- Perform on-site assessments to observe work methods employed to assure acceptable output, compliance with specifications, and to monitor and document the use of specified materials
- Establish assessment schedules based on contract requirements, nature of work to be performed, and determination of critical assessment points involved
- Prepare contractor performance documents using Performance assessment worksheets( PAWs), recording detail and/or any discrepancies observed during the assessment. Preparing documents with accuracy and trackable information of assessed site, time, and any recommendations for changes in the level of quality assurance and/or issuance of cure or show cause notice
- Act as a liaison between the customer and contractor. Aiding the COR( Contracting Officer Representative)
Dispatcher/Trainer
1 Year 11 Months- Coordinated timely dispatch of roadside assistance services to enhance customer satisfaction.
- Managed multiple calls simultaneously, prioritizing requests based on urgency and location.
- Utilized GPS and mapping software to optimize route planning for service vehicles.
- Collaborated with technicians to ensure accurate communication of customer needs and vehicle issues.
- Provided on-the-job training to both New hires and existing staff to improve employee organization performance
- Responsible for creating and maintaining up to date training material using available Microsoft office programs.
- Fostered relationships with local towing companies to expand service capabilities and improve response times.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Trained new dispatchers on company protocols, contributing to a well-prepared team of professionals.
- Demonstrated adaptability in evolving situations by adjusting strategies in real-time as new information became available.
Client Support Specialist
1 Year 5 Months- Provided exceptional client support through effective communication and problem-solving techniques.
- Streamlined client onboarding processes, enhancing overall user experience and satisfaction.
- Resolved complex tenant issues by collaborating with property management teams and utilizing CRM software.
- Developed comprehensive FAQs and resource materials to improve self-service options for clients.
- Proactively identified potential issues within client accounts, taking action to prevent escalations or disruptions in service delivery.
- Managed multiple tasks simultaneously, ensuring all deadlines were met without compromising quality standards.
- Reduced response times with thorough monitoring of incoming inquiries and prioritizing urgent cases.
Education
Associate of Arts
Skills
Self-evaluation
Curriculum development
Personalized learning
Quality assurance
Training facilitation
Data analysis
Performance evaluation
Timeline
Performance Assessment Representative
Black Bear Technology
09.2024 - CurrentRead More
Performance Assessment Representative
Island Creek Associates
11.2023 - 09.2024Read More
Dispatcher/Trainer
AAA Roadside Assistance
10.2021 - 09.2023Read More
Client Support Specialist
Renters Warehouse
03.2020 - 08.2021Read More
Minnesota State Community And Technical College
Associate of Arts
Read More