Raymond Woods
Tampa
Summary
Highly experienced Quality Assurance Analyst and Team Lead at Goldschmitt and Associates, driving excellence in software quality for over a decade. Renowned for meticulous attention to detail and innovative problem-solving skills. Successfully led cross-functional teams in enhancing product reliability and ensuring customer satisfaction. Dedicated trainer who developed comprehensive training programs empowering emerging analysts to excel. Committed to fostering a culture of continuous improvement, achieving industry-leading standards. Brings valuable leadership experience from 10-year tenure as a Staff Sergeant in the USAF, managing a diverse team of Active duty and Civilian employees.
Overview
25
25
years of professional experience
Work History
Quality Assurance Analyst
Goldschmitt and Associates
10.2023 - Current
- Monitor, evaluate and score inbound calls against established quality assurance instruments and standards.
- Participate, as needed, in calibration sessions, employee communication sessions, and/or creation of communication tools.
- Supports and communicates business goals, quality standards, processes, procedures and policies.
- Conduct / Lead training sessions (as needed).
Quality Assurance Analyst
Sparks Group
06.2023 - Current
- Monitor, evaluate and score inbound calls against established quality assurance instruments and standards.
- Participate, as needed, in calibration sessions, employee communication sessions, and/or creation of communication tools.
- Supports and communicates business goals, quality standards, processes, procedures and policies.
- Conduct / Lead training sessions (as needed).
Support Analyst-Contact Center Team Lead
Sparks Group
01.2023 - Current
- Contact Center Team Lead is responsible for supporting the Senior Support Analyst – Contact Center Manager leading a team of Customer Service Representatives. Meeting and exceeding project goals and assist handling customer contact inquiries in a fast-paced and demanding contact center environment. This work requires the Support Analyst – Contact Center Team Lead to comply with standard operating procedures, including, but not limited to, performing the following:
- The Duties of the Support Analyst – Contact Center Team Lead are as follows:
- Providing guidance to contact center team agents in a virtual environment
- Leading the team in delivering high-quality customer service for phone call answers, emails processing, and any other work assigned
- Performing quality reviews of recorded calls or completed emails and documenting review findings to ensure a high level of accuracy is in line with goals and expectations set by the team manager or senior leadership
- Coaching agent performance to ensure feedback to improve performance
- Assisting in the management of answering and monitoring chat room questions to ensure agents receive the guidance needed to handle calls
- Using management tools and analyzing data to identify performance issues
- Assisting with special projects as assigned
- Preparing reports or responding to management inquiries as assigned
- Fostering a spirit of teamwork and promoting a positive work environment
- Ensuring that the work of the team is completed in a comprehensive, effective, and efficient manner while maximizing the return on investment for the client
- Making recommendations for process improvements to optimize team performance
Senior Support Analyst-Tier II Helpdesk
Sparks Group
10.2021 - 01.2022
- Responsible for handling customer contact inquiries in a fast-paced and demanding contact center environment. This work requires the Help Desk Specialist to assist and resolve escalated and/or complex customer inquiries while adhering to all desk guides and operating procedures. Duties include but are not limited to:
- Handling inbound and outbound calls, emails, and other communications to assist customers
- Professionally and accurately responding to customers using the appropriate scripts and/or templates
- Reviewing customer accounts and conveying timely status updates to customers or senior leadership
- Following procedures to confirm the identity of customers
- Applying judgement and escalating issues in timely and appropriate fashion
- Communicating verbally and in writing in a clear and professional manner
- Handling security access requests for customer access to multiple systems
- Answering questions and reporting updates to senior leadership
- Participating in team huddles or other meetings, sharing information, and staying apprised of team procedures and activities
IT Analyst
Insight Global/University of South Florida
03.2020 - 06.2020
- Assist students with online migration to virtual learning due to the covid-19 pandemic. Diagnose system issues and escalate as needed. Help users with user id/password.
- Works with a team to resolve issues through incoming calls.
- Ability to recognize the areas for improvement within IT infrastructures.
- Participate in team meetings actively and give intelligent inputs to improve efficiency.
- Design, examine and deploy IT systems to further business objectives.
Systems Administrator (Contractor)
Contract
08.2016 - 01.2017
- Maintain PC’s, Laptops and mobile devices
- Install, config, maintain network devices
- Troubleshoot PC connectivity
- Network Security
- Router Config.
- Active Directory
- Add/Delete users
- Password setup/reset
Cook I
TRDI Inc.
01.2016 - 07.2016
- USAF Contract
- Key Duties, Tasks and Responsibilities:
- Comply with USAF food preparation standards
- Assume duties of shift leader in his/her absence
- Train Airmen on USAF food preparation guidelines/procedures
- Prepare Menu Items according to USAF Recipe System
Software Support Specialist I
Vertafore Inc
08.2014 - 09.2015
- Key Duties, Tasks and Responsibilities:
- 95% of time spent troubleshooting problems and answering questions via inbound phone calls, chats or written internet based inquiries.
- Consistently meets and exceeds call center metrics and customer satisfaction goals.
- Consistently provides excellent customer service
- Analyzes problems with malfunctioning equipment or software applications to identify problem area(s) and recommend corrective action.
- Provides clear and concise documentation regarding customer issues and resolution.
- Recommends solutions for the company knowledge base to help customers and others in Support with troubleshooting.
- Strong analytical and critical thinking skills
- Ability to multi-task, work independently, and also work within a team environment
- Detail-oriented and works with a high degree of accuracy and efficiency
PPM (Personal People Meter)Test Tech
Nielsen Media Research
02.2014 - 05.2014
- Key Duties, Tasks and Responsibilities:
- Maintain test equipment as required.
- Performed functional checks and configuration of PPM's.
- Analyzed hardware and software to pinpoint defective PPM's.
- Repaired PPM's hardware and software accordingly.
PC/Laptop Hardware Technician
Apple
08.2012 - 09.2013
- Key Duties, Tasks and Responsibilities:
- Refurbish/Recycle Apple laptop/desktop systems.
- Maintained accurate inventory of items worked daily.
- Reassemble hardware components after making repairs or replacing parts.
- Reinstall software programs or reconfigure existing software to resolve system malfunctions.
Staff Sergeant/6FSS
USAF
07.2000 - 07.2010
- Key Duties, Tasks and Responsibilities:
- Improved work methods to ensure economic operation and customer satisfaction.
- Requisitions and accounts for subsistence, supplies, and equipment needed to support FSS programs.
- Identified facility requirements and conducted surveys to determine facility needs.
- Performed quality assurance evaluation duties for contract services.
- Analyzed inspection findings and took corrective action.
- Supervised 6 military/four contract personnel in the preparation of over 265K hot nutritious meals annually.
- Updated data from CFS (Corporate Food System) and monitored financial status and inventory levels.
- Conducted monthly, quarterly, and annual inventory counts.
- Managed MRE inventory worth $40,000.
- USAF Security Forces Augmentee
- Combat Skills Cadre
- Basic Combat Convoy Course Cadre
Education
BS - Information Systems/Cyber Security
ITT Technical Institute-Tampa
Tampa, FL01.2015
Skills
- Quality Assurance
- Data Analysis
- Call center leadership
- Program management
- Configuration management
- Communication skills
- Computer Networking
- Organizational skills
- System Administration
- Microsoft Windows Server
- Active Directory
- Operating Systems
- Cybersecurity
- Security
- Training and Development
- Streamline processes to maximize efficiency
Timeline
Quality Assurance Analyst
Goldschmitt and Associates
10.2023 - Current
Quality Assurance Analyst
Sparks Group
06.2023 - Current
Support Analyst-Contact Center Team Lead
Sparks Group
01.2023 - Current
Senior Support Analyst-Tier II Helpdesk
Sparks Group
10.2021 - 01.2022
IT Analyst
Insight Global/University of South Florida
03.2020 - 06.2020
Systems Administrator (Contractor)
Contract
08.2016 - 01.2017
Cook I
TRDI Inc.
01.2016 - 07.2016
Software Support Specialist I
Vertafore Inc
08.2014 - 09.2015
PPM (Personal People Meter)Test Tech
Nielsen Media Research
02.2014 - 05.2014
PC/Laptop Hardware Technician
Apple
08.2012 - 09.2013
Staff Sergeant/6FSS
USAF
07.2000 - 07.2010
BS - Information Systems/Cyber Security
ITT Technical Institute-Tampa
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