Samantha Koleski
Contact Center Quality Assurance
Madison,WI
Summary
Dedicated Quality Assurance professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
15
15
years of professional experience
6
6
years of post-secondary education
Work History
Contact Center Quality Assurance
Mercury Healthcare
Madison, WI Wisconsin
2018.07 - Current
- Listen to contact center agent's calls to ensure that world class customer service is being provided effectively and efficiently.
- Coach and train agents to be up to the quality standard for our team.
- Accomplishments :
- Maintain the goal of four quality scores for over 30 agents on a monthly basis.
- Help to assist, train and coach newly dedicated agents for our team and track their progress and successes for our team.
Packer
Land's End Headquarters
Dodgeville, WI
2016.04 - 2018.07
- Completed daily orders with expert picking and packing of shipments.
- Protected materials for transport by correctly packaging products in boxes and crates.
- Lifted and unloaded containers of parcels onto equipment for transportation to sort stations.
SALES MANAGER
RALPH’S GROCERY COMPANY
Aliso Viejo , CA
2007.01 - 2016.01
- Mentored and trained a staff of over 50 employees, delegating and handling tasks to maintain an effective and prosperous work flow
- Developed strong problem solving and strategic skills to handle issues and complaints, while relieving work load of my superiors
- Accomplishments:
- Managed the safety department, reducing customer and employee accidents within the first year of taking over by over $200,000
- Directed the Cultural Council, creating an environment of acceptance and togetherness throughout our company and leading fundraisers that collected over five thousand dollars a year for various charities such as the Make a Wish
Education
DIPLOMA - PROGRESS
IRVINE VALLEY COLLEGE
2010.01 - 2016.01
AA - Business
and Paralegal Certification - undefined
Skills
Training and Development
Organization and Time Management
Decision Making
Flexible and Adaptable
Self-Motivated
Dependable and Responsible
Timeline
Contact Center Quality Assurance
Mercury Healthcare
2018.07 - Current
Packer
Land's End Headquarters
2016.04 - 2018.07
DIPLOMA - PROGRESS
IRVINE VALLEY COLLEGE
2010.01 - 2016.01
SALES MANAGER
RALPH’S GROCERY COMPANY
2007.01 - 2016.01