Renee Brown
Port St. Lucie,FL
Summary
Hardworking and passionate job seeker with strong organizational skills, eager to secure a position with your company. Ready to help the team achieve company goals.
Dedicated to analyzing and resolving defects.
Demonstrates strong analytical, communication, and teamwork skills, with a proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings a positive attitude and commitment to continuous learning and growth.
Overview
33
33
years of professional experience
Work History
QA Analyst
Gate1 Travel
04.2021 - 03.2025
- Streamlined QA processes for better efficiency, implementing standardized test cases across multiple projects.
- 'Managed approximately 30 calls a day.
- Managed defect reporting process, ensuring clear communication with stakeholders regarding issue status and resolution timelines.
- Expanded team knowledge base, mentoring junior QA analysts on best practices and industry standards.
- Maintained robust documentation of test results, providing valuable insights for future development efforts.
- Ensured compliance with regulatory requirements through diligent validation and verification of software functionality.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
QA Analyst
American Express Global Travel
05.2019 - 03.2021
- Streamlined QA processes for better efficiency, implementing standardized test cases across multiple projects.
- Supported timely project completion through efficient prioritization and execution of test tasks.
- Expanded team knowledge base, mentoring junior QA analysts on best practices and industry standards.
- Evaluated emerging trends and technologies in the QA field, incorporating innovative tools where appropriate to enhance team capabilities.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Analyzed quality and performance data to support operational decision-making.
Home Agent
American Express Global Travel- Teleperformance
03.2018 - 05.2019
- Sales trained and Service trained
- Then Promoted with same company
Work From Home Agent
Egencia Travel
01.2016 - 01.2018
- Managed high volume of incoming calls for efficient problem-solving and timely support, ensuring positive client experiences.
- Established rapport with customers through active listening skills, empathy, and understanding of their needs or concerns.
- Maintained organized records of all interactions with clients for future reference or follow-up purposes when necessary.
- Achieved performance targets consistently by maintaining a strong work ethic and dedication to excellence in customer service.
- Assessed customer issues and identified resources and tools to provide solid solutions with emphasis on minimizing customer effort.
- Developed relationships with customers and used product and process knowledge to provide unrivaled customer experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Promptly responded to inquiries and requests from prospective customers.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Responded proactively and positively to rapid change.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Managed timely and effective replacement of damaged or missing products.
Admissions Coordinator
Hospice Palm Beach County
01.2007 - 01.2016
- Developed admissions policy, outlining rules and procedures compliant with government regulations.
- Increased admissions process transparency by creating informative materials for prospective students and their families.
- Facilitated smooth transitions from hospital to hospice care for patients, minimizing stress on families.
- Assisted patients in achieving their end-of-life goals through personalized interventions and compassionate communication techniques.
- Participated in ongoing professional development opportunities to stay current with trends and advancements in the hospice care industry.
- Educated families on hospice services and provided emotional support throughout the entire process.
- Increased staff efficiency by implementing time-saving strategies in daily operations and documentation practices.
- Developed strong relationships with healthcare providers, increasing referral rates for hospice services.
- Implemented continuous quality improvement initiatives aimed at enhancing overall service delivery within the organization.
- Managed caseloads effectively while maintaining high levels of responsiveness to both patients'' and families'' needs.
- Maintained compliance with all regulatory guidelines through meticulous documentation practices.
- Collaborated with community organizations to promote awareness of hospice benefits and services offered.
- Served as a liaison between patients, families, physicians, and other healthcare professionals involved in the provision of hospice services.
- Streamlined hospice admission processes, reducing wait times and increasing patient comfort during transitions.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
Community Home health
01.2004 - 01.2008
- Demonstrated ability to provide exceptional Customer service
- Managed Staff for team in Palm Beach County
- Scheduling Nurses, Physical Therapist, Nurses’ aides, Case managers, Occupational therapist
Dialysis Tech
GOOD SAM DIALYSIS CENTER
01.1992 - 01.2001
- Dialysis Tech for time-critical situations related to medical treatments, dealing and delivering dialysis to adults for long-term and short term care
- Resolve conflicts while maintaining positive relationships with patients and families
- Implementing procedural and policy changes to improve operations
- Comply with state and regulatory policies
- Assisted staff on an as needed basis for new hires and trained and motivated new team members
Dialysis Tech
Brookhaven Dialysis
01.1992 - 01.2001
- Dialysis Tech Part time applied communication skills and Demonstrated ability to provide exceptional Customer service while delivering dialysis
- Assisted staff on an as needed basis for new hires and trained and motivated new team members
Education
Diploma -
Islip High School
Islip, NY06.1988
Diploma -
Medical Assistant School
Brookhaven, NY06.1988
LPN -
Brookhaven School of Nursing
Brookhaven, NY06.1991
Degree -
Wilson School of Dialysis
Dix Hills NY07.1994
Skills
Proficient in MS Word
Customer service
Active listening
Critical thinking
Customer relations
Problem resolution
Call center experience
Computer proficiency
Conflict resolution
Complaint handling
Complaint resolution
Client relations
Professional telephone demeanor
Travel industry experience
Hotel reservations
Exceptional customer service
Sales and upselling techniques
International regulations
International travel
Geographical awareness
Documentation coordination
Vital signs
Patient care
Reliability and punctuality
Compassionate care
Medical documentation
End-of-life care
Emotional support
Healthcare coordination
Bereavement support
Vital signs monitoring
Written and verbal communication
Policies and guidelines
Teamwork
Teamwork and collaboration
Problem-solving
Time management
Attention to detail
Multitasking
Problem-solving abilities
Direct patient care
Empathy and compassionate care
Languages
English
Timeline
QA Analyst
Gate1 Travel
04.2021 - 03.2025
QA Analyst
American Express Global Travel
05.2019 - 03.2021
Home Agent
American Express Global Travel- Teleperformance
03.2018 - 05.2019
Work From Home Agent
Egencia Travel
01.2016 - 01.2018
Admissions Coordinator
Hospice Palm Beach County
01.2007 - 01.2016
Community Home health
01.2004 - 01.2008
Dialysis Tech
GOOD SAM DIALYSIS CENTER
01.1992 - 01.2001
Dialysis Tech
Brookhaven Dialysis
01.1992 - 01.2001
Diploma -
Islip High School
Diploma -
Medical Assistant School
LPN -
Brookhaven School of Nursing
Degree -
Wilson School of Dialysis
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