Rachel Smith
Greenville,SC
Summary
Skilled Quality Evaluator focused on performing appropriate and useful analysis of products and component materials in order to drive quality improvements in manufacturing environments. Experienced Quality Control Inspector skilled at inspections, assessments and reporting on quality issues. Accomplished at helping companies dramatically improve production through quality control enhancements. Works well with production teams on correcting negative trends and driving improvements.
Overview
11
11
years of professional experience
1
1
Certification
Work History
SR. QUALITY EVALUATOR
Concentrix
09.2021 - Current
- My responsibilities as a quality analyst are to measure compliance against established expectations of agent behavior
- Therefore improving user satisfaction
- Monitoring calls to ensure that the call center agents are interacting with customers in accordance with your company's set guidelines and are serving your business' best interest, quality analysts will monitor calls to measure performance and facilitate the business' strategic objectives and requirements As a quality analyst I listen to calls in 3 ways; live, recorded, and side by side while communicating feedback to encourage and discourage certain practices
- I work on a continuous process of evaluating and identifying key behaviors and defects that drive, or reduce, sales, and improve customer experience
- I assess agents performance and monitor trends
- In order to ensure all key departments are aligned, routine calibration sessions are vital for monitoring the quality of the interactions
- These sessions are an opportunity to discuss issues and trends as well as address the latest trends
- The quality assurance team conducts these calibration sessions and keeps every stakeholder aligned on the operational objectives.
SUBJECT MATTER EXPERT
Concentrix
09.2018 - 09.2021
- Determined requirements, designed, wrote, and trained associates on processes and systems related to implementation of new business transitioning to the Absence Management Services Offering, resulting in the successful on-boarding of new clients
- Identify agent strengths and opportunities and report findings up to supervisors
- Respond to internal inquiries for coaching assistance via the subject matter expert queue, office communicator, and email
- Assume responsibility for resolving member escalations by working with multiple business partners while consistent communication is present with the member
- Coach agents on how to navigate through systems to find information needed for calls.
BENEFITS & CLAIM SPECIALIST
Concentrix
08.2015 - 09.2018
- Answer customer telephone calls regarding Medicare benefits
- Make requested policy and account changes
- Handle premium billing over payments and under payments
- Process appeals, claims, pre certs and denials
- Respond to questions and concern about procedures and benefits
- Upgrade services and offer additional services packages or options
- Processed payments and resolve billing discrepancies
- Adhered to regulatory, security and audit procedures
- Crossed-trained and provided back up for other customer service representatives when needed
- Promptly responded to general inquiries from members, and clients via telephone, mail, email, and fax
- QUEST trained.
Office Admin. Assistant
E Home Fashions Outlet LLC
04.2015 - 07.2015
- Set pricing for items received and manage sales margins
- Communicate month end business reports to CPA
- Answer necessary customer inquiries
- Maintains customer contact from beginning of sale through to delivery
- Track daily spending and sales in Excel
- Order necessary office and shipping supplies
- Receiving / Shipping of Inventory
- Inspection and sorting of new inventory
- Coordinate a quarterly donation of specified items
- Coordinate local sales in the community
- Assist with advertisement and marketing
- Handle business meetings for prospective business to business relationships
- Other duties as assigned by owner.
Teller II
Suntrust Bank
05.2013 - 04.2015
- Handles and adjusts complex member complaints, transactions, and errors
- Sets appointments for candidates to assess qualifications
- Process pending files each day
- Balances daily transactions and verifies cash totals
- Assumes responsibility for the efficient, effective and accurate performance of teller functions
- Attends and participates in scheduled events
- Records activity and information using the company's information systems.
Education
Associate of Applied Science - Medical Office Management
Allied University
Laguna Hills, CATrident Technical College
Charleston, SCHigh school diploma or GED -
Skills
- Account management
- Administrative support
- Calibration
- Quality audits
- Windows
- HIPAA
- Documentation review
- Medical records
- Quality Management
- Analytical mindset
- Quality processes
- Training and mentorship
- Reporting and analysis
- Audit Coordination
- Problem-Solving
- Time Management
- Attention to Detail
- Problem-solving abilities
- Multitasking Abilities
- Reliability
- Excellent Communication
- Critical Thinking
- Organizational Skills
- Team Collaboration
- Active Listening
- Effective Communication
- Adaptability and Flexibility
- Decision-Making
- Data Entry
- Interpersonal Skills
- Audit Assistance
Certification
Driver's License
Additional Information
SUPERVISORY SKILLS, ACCOUNT MANAGEMENT, ADMINISTRATIVE SUPPORT, MEDICAL TERMINOLOGY, INTERPERSONAL COMMUNICATION, REPORTING
Workauthorization
Authorized to work in the US for any employer
Personal Information
Title: Sr. Quality Evaluator
Timeline
SR. QUALITY EVALUATOR
Concentrix
09.2021 - Current
SUBJECT MATTER EXPERT
Concentrix
09.2018 - 09.2021
BENEFITS & CLAIM SPECIALIST
Concentrix
08.2015 - 09.2018
Office Admin. Assistant
E Home Fashions Outlet LLC
04.2015 - 07.2015
Teller II
Suntrust Bank
05.2013 - 04.2015
Associate of Applied Science - Medical Office Management
Allied University
Trident Technical College
High school diploma or GED -
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