Rhiannon Shields

In-depth Quality Assurance Specialist with success in prioritization and multitasking. Exceptional communication and organizational skills. Committed to paying impeccable attention to reviews and auditing procedures.

• AW Companies Inc, QA Analyst, 04/2021, present, Quality assurance scoring on agents for calls and emails., Meeting with agents for coaching on low scores, Chat room moderator for coaching purposes, OJT for new hire agents, Meeting with other departments for improvement ideas, Refresher training and calibrations, I have worked with a grocery store company and now Medicare and Medicaid insurance.
• AW Companies Inc, CSR, 09/2019, 04/2021, Receiving calls for Meijer customers for mPerks and eCom, Queues that I worked: B2B, Emails, mPerks, eComm, TM appreciation., Moderator for New Hire Chat
• Grand JiVante, Cook/Dietary Aide, 07/2018, 09/2019, Cleaning duties, A server of the food to the residents when needed to cover shifts., Night cook for a local nursing/assisted living facility (60+ head)
• Casey's Gas Station, CSR, 09/2017, 07/2018, Register work., Cleaning and maintaining the store and all its stock., Assisting customers, Working the subs sandwich station and the kitchen area
• Janel Croy Insurance, Insurance Assistant, 08/2011, 07/2012, Work from home position, Sent out insurance quotes., Filing and managing schedule, General Office work -when I had to go into the office., Worked from home and office., Made insurance phone calls for potential clients.
• Magellan Health Services, Auth Rep I, 02/2010, 08/2011, Taking incoming calls for pre-authorization for Radiology procedures for over 40 different insurance companies throughout the U.S. I also learned about 5 other positions within the company that I assisted with when it was needed.
• DirecTV, Tech II & Data Entry, 08/2007, 01/2010, Contract position within DirecTV-data entry for the WOI (Work Order Integrity) department., Made changes to the work orders from the emails that were sent to the department from the outside sales stores that install DirecTV service around the U.S., Hired after 6 months contract in WOI for the call center, for technical support., Promoted to a Special Team: various projects to resolve long term tech issues with customers.