Summary
Overview
Work History
Education
Skills
Volunteer Experience
Accomplishments
References
Timeline
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Quiana Rodriguez

Springfield,MA

Summary

Accomplished Quality Analyst Specialist with a proven track record at Commonwealth Care Alliance, enhancing customer satisfaction and streamlining quality assurance processes. Expert in training implementation and fostering development team collaboration, significantly improving project outcomes. Demonstrates exceptional customer focus and a commitment to quality improvement, driving operational excellence.

Overview

9
9
years of professional experience

Work History

Quality Analyst Specialist

Commonwealth Care Alliance
Boston, MA
01.2023 - Current
  • Monitor call center staff through live call monitoring to ensure staff compliance with policies, procedures, and regulations.
  • Delivered feedback and coaching to staff to meet all department performance standards.
  • Document quality assurance findings on the department, team, topic, and individual levels via reporting.
  • Review the work completed in CCA systems to ensure appropriate processes were followed, and that documentation is complete.
  • Resolving potential gaps in training or retraining for member services contact center with the Supervisor of Transportation, Quality, Training, and Operations Leadership.

Store Associate

Aldi
West Springfield, MA
01.2021 - Current
  • Delivered superior levels of customer service in a fast-paced retail grocery store.
  • Worked as part of a team to maximize efforts collaboratively and efficiently.
  • Reconciled and balanced cash registers, and coordinated shifts to ensure productive store operations.
  • Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
  • Resolved customer complaints promptly with professionalism and courtesy.

Member Services Representative

Commonwealth Care Alliance
Boston, MA
01.2022 - 09.2023
  • Manage substantial amounts of inbound and outbound calls in a timely manner.
  • Adhering to call quality, CCA policies, and regulations.
  • Maintaining member satisfaction and improving member experience with every call.
  • Building trust with members to effectively be more than just a member service representative.
  • Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.

Cashier/ Bagger/ Service Desk

Stop and Shop
Springfield, MA
01.2016 - 01.2019
  • Accommodated all customer needs at the Service Desk.
  • Partnered with loss prevention to address and resolve store problems.
  • Delegated tasks to associates to maintain and improve store quality.
  • Led training sessions to elevate skill levels.
  • Delivered prominent levels of customer service daily.

Education

Bachelor of Science - Criminal Justice

Springfield College
Springfield, MA
05.2022

Skills

  • Quality Assurance Processes
  • Training implementation
  • Customer focus
  • Project planning
  • Quality improvement
  • Development team collaboration
  • Software quality assurance

Volunteer Experience

  • American Foundation for Suicide Prevention, 10/16-Present, Annual walks to bring awareness to the importance of suicide prevention., Spoke to thousands of people to promote how important it is to fight against the stigma surrounding mental health., Budgeted and coordinated smaller functions throughout the years to donate to local mental health organizations that allow patients to receive proper care.
  • Humanity Seminar, 08/18-12/18, Developed a close relationship with peers at Springfield College, Gave back to the community by developing a teaching plan to Veritas Prep Charter School, Assisted with teachers to educate and motivate children to focus in school

Accomplishments

  • Commonwealth Care Alliance (CCA) - Received multiple GEM (Going the Extra Mile) Awards for outstanding performance during my tenure
  • Trusted with the creation of monthly dashboards
  • Lead calibrations in Massachusetts (MA) and Michigan (MI)
  • Trusted advisor among coworkers for guidance and support

References

References available upon request.

Timeline

Quality Analyst Specialist

Commonwealth Care Alliance
01.2023 - Current

Member Services Representative

Commonwealth Care Alliance
01.2022 - 09.2023

Store Associate

Aldi
01.2021 - Current

Cashier/ Bagger/ Service Desk

Stop and Shop
01.2016 - 01.2019

Bachelor of Science - Criminal Justice

Springfield College

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Quiana Rodriguez