Rodnie Pierre Jerome
Round Rock,United States
Summary
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.
Overview
12
12
years of professional experience
Work History
QA Specialist
Wipro Limited BANGALORE
Asutin, TX
03.2021 - Current
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Manage calibration meetings on a weekly basis with the quality team.
- Collaborated with management to provide training on improved processes and assisted with the creation and maintenance of quality training.
- Fixed identified issues to increase productivity and boost workflows.
- Host calibration sessions and audits for external Support QA analysts to ensure auditing alignment.
- Call listening sessions, email calibrations, and provide auditory feedback.
- Responsible for assembling metrics and cultivating the Support QA Average, Calibration Scores, Productivity, and general site performance.
- Collaborate internally and with external partners to ensure all, processes, and outcomes are moving the program forward.
QA Auditor
Accenture
Austin, Texas
06.2018 - 04.2021
- Audited activities of workers on production lines.
- Educated and oriented employees to improve compliance with quality protocols.
- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
- Developed and maintained quality assurance procedure documentation.
- Created and revised procedures, checklists and job aids to reduce error disputes by 70%.
- Used Excel to create presentations, flowcharts and graphs to prepare for various meetings.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Monitored inbound and outbound calls made by 350 employees to provide constructive feedback.
Client Service Specialist
BC FORWARD
Austin, TX
06.2016 - 04.2018
- Provided knowledgeable service and support for all customer needs.
- Accepted and processed payments, updated accounts and issued receipts.
- Coordinated client meetings to offer expert, individualized service, driving sales and boosting brand loyalty.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Cultivated long-lasting client relationships based on trust and solid understanding of business needs.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Resolved concerns with products or services to help with retention and drive sales.
- Managed master calendar by scheduling and confirming appointments.
- Introduced clients to available online resources and services to increase convenience.
- Described product highlights and benefits to help guide purchasing decisions.
Order Management Specialist
Adecco Staffing
Austin, TX
06.2014 - 07.2017
- Maintained knowledge of new product offerings and changes for order provisioning processes.
- Reviewed orders for accuracy, errors, and omissions to minimize incorrect shipments.
- Sent emails to communicate order status and informed customers of back-orders or shipping delays.
- Liaised with management to resolve complex order issues and problems to maximize customer satisfaction.
- Researched and addressed customer inquiries, questions, and issues within 2 business days to promote optimal customer service.
- Navigated through 5 systems to build, track and monitor orders.
- Assisted customers by providing tracking information and resolving shipping or merchandise issues.
- Informed customers by mail or telephone of order information such as unit prices, shipping dates, and anticipated delays.
Customer Service Representative
DentaQuest
Austin, TX
04.2011 - 06.2014
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services and company information.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Recommended products to customers, thoroughly explaining details.
- Delivered excellent customer service, resulting in consistent 98% customer satisfaction rating.
- Answered average of 135 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Handled over 110 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
Education
Bachelor of Science - Business Administration And Management
DeVry University
Downers Grove, IL05.2015
Skills
- Verbal and Written Communication
- Problem Solving
- Data Entry
- Word Processing
- Microsoft Office
- Critical Thinking
- POS Systems and Ordering Platforms
- Customer Account Management
- CRM Software
- Call Volume and Quality Metrics
- Salesforce CRM
- Microsoft Office Suite
- Inbound and Outbound Calling
- LiveChat Messaging
- Multi-Line Phone Systems
- Computer Proficiency
- Proficiency in Microsoft Office and G Suite
Languages
French
Native or Bilingual
Spanish
Professional Working
Albanian
Timeline
QA Specialist
Wipro Limited BANGALORE
03.2021 - Current
QA Auditor
Accenture
06.2018 - 04.2021
Client Service Specialist
BC FORWARD
06.2016 - 04.2018
Order Management Specialist
Adecco Staffing
06.2014 - 07.2017
Customer Service Representative
DentaQuest
04.2011 - 06.2014
Bachelor of Science - Business Administration And Management
DeVry University