Regan Richardson
Quality Assurance Manager
Naples,FL
Summary
Hardworking Quality Assurance Manager proficient in all Customer Service and QA operations. Experience coaching and developing individual team members. Committed to thoroughly assessing quality and policies and procedures to achieve excellent results and customer satisfaction.
Overview
23
23
years of professional experience
3
3
years of post-secondary education
Work History
Quality Assurance Manager
Vista Virtual LLC
Naples, FL
03.2015 - Current
- Monitored staff organization and suggested improvements to daily functionality.
- Evaluated interactions between associates and customers to assess personnel performance.
- Implemented new quality assurance and customer service standards.
- Applied coaching techniques and tools to support managers and team members in improving performance.
- Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction.
- Determined quality department standards, practices and procedures.
Administrative Assistant
Kinnaman's House Of Music
Pen Argyl, PA
05.2004 - 03.2015
- Answered phones and delivered messages to staff.
- Greeted customers.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Executed record filing system to improve document organization and management.
- Managed relational database to store information for reference, reporting and analysis.
- Received and sorted incoming mail and packages to record, dispatch or distribute to correct recipient.
- Updated spreadsheets and databases to track, analyze and report on performance and sales data.
Customer Service Representative
Aetna
Allentown, PA
06.1999 - 05.2004
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered product and service questions.
Education
High School Diploma -
Pen Argyl High School
Pen Argyl, PA 06.1996 - 06.1999
Skills
Professional telephone demeanor
Staff education and training
Knowledge of quality systems
Quality assurance background
Employee supervision
Policy reinforcement
Timeline
Quality Assurance Manager
Vista Virtual LLC
03.2015 - Current
Administrative Assistant
Kinnaman's House Of Music
05.2004 - 03.2015
Customer Service Representative
Aetna
06.1999 - 05.2004
High School Diploma -
Pen Argyl High School
06.1996 - 06.1999