Rhonda Mayfield

Knowledgeable and with a strong background in quality assurance and proven track record of ensuring compliance and process improvements. Successfully led multiple projects to enhance product quality and streamline testing procedures. Demonstrated expertise in defect tracking and root cause analysis, consistently contributing to team success and client satisfaction. Experienced with quality assurance methodologies and best practices, consistently ensuring compliance and product excellence. Utilizes defect tracking and process improvement techniques to enhance operational efficiency. Track record of fostering collaborative environments and adapting to evolving quality standards.

• Senior Quality Assurance Associate, Upstart Loan Operations, 01/2021, Current, Identify critical control points and preventive measures by flagging findings that are not a current process and or outlined within rubrics., Identify compliance trends and risks amongst a specific group of employees, and escalate to management for proper follow-through., Proactively assists in completing review/audits beyond scheduled duties., Passionately assists new team members by actively engaging in Slack channels, and sharing helpful feedback for both the team and management alike., Collaborated with Complaints/QA to assist in the development of the 'Compliant Program'; including, but not limited to, scoring rubric and auditing behaviors., Special Program Core Duties: Daily Servicing, Bankruptcy, Charge-off account, Call, Case and Complaint Audits., Assists in monitoring policies, procedures and Lending Partner guidelines are being upheld respectfully, within and/or exceeding individual/program goals., Collaborate with colleagues and management, bi-weekly, on agent calls and cases to determine and rule-out compliance violations, markdown practices and best practices., Organized, along with a group of peers, a more efficient way for team collaborations to be conducted; and a flow for root cause analysis.
• Senior Complaints Specialist, Upstart Loan Operations, 09/2019, 01/2021, Respond to Outbound call queue as determined by demand., Investigate Consumer complaints received by phone, email or mail., Investigate Regulatory complaints filed with the BBB and other Government agencies., Developed new Complaint Refresher Training., Assisted with implementing GROW coaching model., Assisted with editing and creating PBU Servicing Templates., Assisted with restructuring Complaints Training for new hires., Worked as a liaison between the complaints and the escalations team., Assist with the observation of complaint trends., Identify Agent errors and violations., Respond to Inbound calls and cases as determined by demand., Ensure delivery of high quality customer support, while working under pressure., Ensure quality execution of all servicing procedures., Ensure adherence to all stated SLA's., Resource aid to new hires, Payments Agents., Capability of moving and skilling agents through Bright Pattern., Nester for new hires., Monitor daily schedule, call and case queue., Daily update evening metrics to determine staffing needs., Drafted proposal for enhanced Lead Training to better assist with escalations, complaints, agent inquiries and other sensitive subject matter., Developed and organized PBU Outbound call campaign., Handle escalations., Respond to cancelling and scheduling payments via Slack channel., Maintain outstanding quality and high production metrics.
• Customer Service Representative/Dispatcher, Ohio Business Systems, 04/2019, 09/2019, Receive and input service calls., Manage dispatching of ten technicians., Invoice service tickets of each technician., Update and edit annual contract agreements., Initiate courtesy service calls for contract customers., Provide service quotes for billable accounts., Attend and provide feedback during monthly Service meetings., Compile monthly service reports., Process and track Sales-leads., Assemble daily invoice documents for processing.
• Customer Incident Specialist, Chipotle Mexican Grill, 10/2018, 04/2019, Swiftly investigate Customer Incident complaints, following the protocols set forth in the SSR Guidelines., Swiftly investigate and respond to reports of employee illnesses., Maintain excellent reports for all Norwalk Prevention Protocol implementation., Maintain, organize, and sometimes investigate evidence sent to the SSR team., Communicate details to Operations and the SSR Hotline team about the substance of employee illness reports; when appropriate, counseling Operations about potential safety hazards and how to avoid similar situations in the future., Responsive to and truthful with our customers and employees as a Customer., Maintain appropriate documentation and records of incidents, Norwalk Prevention Protocols, and employee illness reports.
• Payroll Processing, UPS, 06/2018, 08/2018, Resolves payroll discrepancies by collecting and analyzing information., Provides payroll information by answering questions and requests., Maintains payroll operations by following policies and procedures; reporting needed changes., Maintains employee confidence and protects payroll operations by keeping information confidential., Keyed weekly payroll for 17 districts., Daily audits of payroll system.
• Customer Specialist, Alliance Data, 11/2015, 2017, Answered 60+ inbound calls per day., Monitor accounts to ensure accuracy and compliance., Data entry., Discuss credit limit, APR, finance and late fee charges to credit cards., Made appropriate adjustments to accommodate customer when option is available., Handle and follow procedure for complaints by working closely with our supervisory department (escalation)., General office duties., Made outbound customer calls., Reply to customer e-mail questions regarding their credit card or year-end statement., Utilize several computer programs (i.e. Outlook, CARE, Word, Excel)., Follow rigid flexible schedule to ensure adherence goals are met.
• Customer Service Representative, Robert Half, 05/2015, 08/2015, Provide excellent customer service to clients and potential clients., Assess and process customer orders., Handle and follow procedure for complaints., General office duties., Made outbound customer calls., Replied to customer e-mail questions., Utilize several computer programs (i.e. Outlook, Mengento) and automated phone system.
• Customer Service Representative, Discover Financial, 12/2014, 2015, Provided quality customer service to each client., Handled 30+ calls per day., Utilized Salesforce and Outlook operating systems., Validated Supplier accounts which includes banking information, business authorizations, Federal Tax Identification., Presented Terms and Conditions of Contract., Correspond with supplier, buyer and third-party agent via e-mail and phone, daily., Data entry.
• Quality Intellectual Direct Professional (QIDP), ResCare, 04/2014, 10/2014, Responsible for reporting all major unusual incidents Investigations which involved all of Franklin and Fairfield counties., Provided excellent customer service to each client via in-person and over the phone., Collected, organized and filed monthly home inspections, reports and logs., Support to Executive Director, Program Managers, Home Managers, Residential Managers and Nursing Staff., Organized and conducted quarterly 'Best In Class' Meetings as mandated by Medicaid., Calendar Management., Organized, travelled, conducted and drafted minutes of meetings with Franklin County Board., Prepared documents.
• Interim Program Manager/Manager, ResCare, Not Provided, Not Provided, Oversaw and managed 30+ staff members., Organize and conduct meetings., In charge of writing, implementing and conducting Medicaid compliance plans and communicating with staff., Utilized Microsoft Office on a daily basis., Organized and assisted running internal and external events., Maintained adequate and accurate records., Implementing state rules and regulations.
• Dietetic Technician/Customer Service, WIC Program, 04/2005, 02/2014, Provided face to face customer service to all clients., Utilized Microsoft Office to perform data entry., Coordinated and scheduled appointments., In charge of answering multiple-line phone, providing excellent customer service and phone etiquette., Mentored and trained peers., Provided dietary services in accordance with company guidelines, state and federal laws and regulations., Interviewed, educated and answered all inquiries for clients., Consistently worked with translators and interpreters to communicate with non-English speakers.