Robyn Ross
Cedar Rapids,United States
Summary
Results-driven Quality Specialist known for high productivity and efficient task completion. Specialize in process improvement, compliance monitoring, and data analysis to enhance PHS and Call quality. Excel in communication, teamwork, and problem-solving to achieve consistent improvements in quality standards and operational efficiency.
Overview
2025
2025
years of professional experience
Work History
Lead Customer Service Quality Specialist
Transamerica Life Insurance Company
Cedar Rapids, IA
11.2023 - Current
- Using complete knowledge of all processing and quality functions in the department, monitor all functions for adherence to SOX, state and federal regulations.
- Verify accuracy and completeness of information provided by others to ensure quality of service.
- Monitor accuracy, timeliness and efficiency of all service transactions. Actively recommend quality standards as appropriate. Lead efforts to identify and share best practices.
- Report and document all inconsistencies in procedures, which affect quality or create potential problem situations. Identify improvement process and assist with training of team members.
- Execute quality review in teams for accuracy and adherence to procedures & sensitive transactions; SEC/SOX.
- Provide support to other teams as needed by answering questions, training and coaching.
- Participate in team meeting and management meetings with quality recommendations and results.
- Responsible for development and implementation of a QA Reward and Recognition program.
- Ensure the department is in compliance with federal and state regulations, SEC, SOX, and IMSA or Retirement Plan Industry.
- Analyze and review AWD reports daily to ensure 98% quality. Provide reports to management. Possess final work accountability.
- Perform regular audits in order to identify and address training, compliance and potentially fraudulent issues. This includes reviewing the work of others to ensure compliance with company policies, department policies, Sarbanes Oxley, federal and state regulations.
- Develop detailed spreadsheets, track rewards and results, and document delivery and implementation plans.
Customer Service Quality Specialist
Transamerica
Cedar Rapids, United States
08.2021 - 11.2023
Customer Service Representative
Transamerica
Cedar Rapids, United States
04.2021 - 08.2023
Test Center Manager
Prometric
, United States
01.2018 - 04.2019
- As the Test Center Manager, I was responsible for the operation, administration, technical supervision and management of 2 of Prometric's Iowa testing centers
- Document satisfactory completion of employee training and competency in test center regulations and rules
- Prioritize work activities effectively to meet candidate and client needs, enhance efficiencies, improve process, solve problems, etc
- Provide support to staff and resolve technical and operational process as they arise
- Perform staff performance reviews
- Creating employee schedules, payroll, and training
- Monitor utilization of resources, including all aspects of inventory management
- Excellent working knowledge of Microsoft Office and UAS operating system
- Ability to communicate in an understandable, polite and friendly manner, both written and verbal
- Ability to work well with others, as well as independently
- Attention to detail
- Provide an exemplary customer service experience, while ensuring integrity of testing environment and meeting client expectations
Phlebotomy Instructor
Kirkwood Community College
, United States
08.2016 - 01.2019
- I taught the didactic portion of a 10 week continuing ed course on phlebotomy
- Students are taught phlebotomy past and present and prepared for a 2 week on the job training as well as a certification exam at the end of the 10 week period
- During my career with Kirkwood I had a 100% passing rate with at least 75% overall grade for all students
- Conducted detailed quality audits on customer service personnel and processors to ensure compliance with quality standards
- Developed and implemented web support quality programs to ensure customer satisfaction
- Analyzed data to identify areas of improvement and provided recommendations to management
- Researched and evaluated customer service quality trends and best practices
- Facilitated calibration sessions to identify areas of improvement and create action plans
- Assisted with SOX audits for disbursements
- Delivered outstanding customer service to a wide range of customers while working as a Customer Service Representative
- Resolved customer complaints and disputes promptly and courteously
- Trained in all 3 tiers of service for 401K and pension
Pre-Analytical Supervisor
Mercy Medical Center
, United States
08.2007 - 08.2016
- Beginning with Mercy as a Phlebotomist, within 3 years, I received a promotion to Laboratory Supervisor
- As the Laboratory Supervisor, I am responsible for the operation, administration, technical supervision and management of 40 phlebotomists
- Collaborate with members of the medical staff to ensure efficient utilization of our designated resources for optimal patient care
- Provide oversight of the laboratory area as is necessary to meet patient, client and staff needs
- Document satisfactory completion of employee training and competency in specimen collection
- Prioritize work activities effectively to meet patient care needs, enhance efficiencies, improve process, solve problems, etc
- Provide support to staff and resolve technical and operational process as they arise
- Perform staff performance reviews
- Resolves complaints and human resource issues
- Monitor utilization of resources, including all aspects of inventory management
- Excellent working knowledge of Microsoft Office, Epic and Labor Workx
- Ability to communicate in an understandable, polite and friendly manner, both written and verbal
- Ability to work well with others, as well as independently
- Attention to detail
Lead Quality Assurance Specialist
Transamerica
- Using complete knowledge of all processing and quality functions in the department, monitor all functions for adherence to SOX, state and federal regulations.
- Verify accuracy and completeness of information provided by others to ensure quality of service.
- Monitor accuracy, timeliness and efficiency of all service transactions. Actively recommend quality standards as appropriate. Lead efforts to identify and share best practices.
- Report and document all inconsistencies in procedures, which affect quality or create potential problem situations. Identify improvement process and assist with training of team members.
- Execute quality review in teams for accuracy and adherence to procedures & sensitive transactions; SEC/SOX.
- Provide support to other teams as needed by answering questions, training and coaching.
- Participate in team meeting and management meetings with quality recommendations and results.
- Responsible for development and implementation of a QA Reward and Recognition program.
- Ensure the department is in compliance with federal and state regulations, SEC, SOX, and IMSA or Retirement Plan Industry.
- Analyze and review AWD reports daily to ensure 98% quality. Provide reports to management. Possess final work accountability.
- Perform regular audits in order to identify and address training, compliance and potentially fraudulent issues. This includes reviewing the work of others to ensure compliance with company policies, department policies, Sarbanes Oxley, federal and state regulations.
- Develop detailed spreadsheets, track rewards and results, and document delivery and implementation plans
Education
Associates of Applied Science -
Kirkwood Community College
Cedar Rapids, IA12.2007
High School -
Maquoketa Valley High School
Delhi, IA05.2001
Skills
- Quality Management Systems
- Documentation Control
- Customer Satisfaction
- Documentation And Reporting
- Performance monitoring
- Team Collaboration
- Data Analysis
- Issue Resolution
- Detail Oriented
- Team Leadership
- Decision-Making
- Internal Audits
- Problem-solving skills
- Personnel Management
- Quality Assurance
- Quality improvements
- Analytical Thinking
- Customer Service
- Collaboration skills
Timeline
Lead Customer Service Quality Specialist
Transamerica Life Insurance Company
11.2023 - Current
Customer Service Quality Specialist
Transamerica
08.2021 - 11.2023
Customer Service Representative
Transamerica
04.2021 - 08.2023
Test Center Manager
Prometric
01.2018 - 04.2019
Phlebotomy Instructor
Kirkwood Community College
08.2016 - 01.2019
Pre-Analytical Supervisor
Mercy Medical Center
08.2007 - 08.2016
Lead Quality Assurance Specialist
Transamerica
Associates of Applied Science -
Kirkwood Community College
High School -
Maquoketa Valley High School
Similar Profiles
DEVIN JOHNSONDEVIN JOHNSON
Insurance Agent at Transamerica Life Insurance CompanyInsurance Agent at Transamerica Life Insurance Company
Kyle RenaudKyle Renaud
Lead Sales Support Consultant at Transamerica Life Insurance CompanyLead Sales Support Consultant at Transamerica Life Insurance Company
Edward MarcanthonyEdward Marcanthony
Tax and Regulatory Analyst at Transamerica Life Insurance CompanyTax and Regulatory Analyst at Transamerica Life Insurance Company
Rui XiongRui Xiong
Coordinator at Transamerica Life Insurance CompanyCoordinator at Transamerica Life Insurance Company
Michael MulherinMichael Mulherin
VoIP Technician at HostMyVoIP Technician at HostMy