Sean Schock
MedImpact
Sacramento,CA
16
years of professional experience
Results-driven professional with a decade of experience in customer care and quality assurance. Proven ability to streamline processes, enhance staff performance, and ensure compliance with industry standards.
Work History
Quality Assurance Analyst
15 Years 3 Months- Analyzed software quality through systematic testing processes to ensure adherence to standards.
- Collaborated with development teams to identify and resolve defects in applications.
- Developed and executed test plans, cases, and scripts for various software projects.
- Documented and tracked issues using JIRA, ensuring timely resolution of quality concerns.
- Conducted regression testing to confirm functionality after bug fixes and enhancements.
- Mentored and coached team members on QA topics and strategies.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
Customer Care Supervisor
16 Years 3 Months- Supervised customer care team to ensure high-quality service delivery.
- Implemented training programs to enhance staff performance and efficiency.
- Streamlined complaint resolution processes, improving customer satisfaction rates.
- Analyzed call center metrics to identify areas for operational improvement.
- Mentored team members, fostering a culture of continuous improvement and accountability.
- Developed and maintained standard operating procedures for customer interactions.
- Increased first-call resolution rate through effective coaching and mentoring of team members.
- Led quality assurance initiatives to ensure compliance with industry standards and regulations.
Education
High School Diploma
Skills
Operations and project management
Knowledge of Lean six sigma and kaizen techniques
Experience creating RFPs for outside vendors
Understanding of HIPAA
pharmacy benefits design
Medicare Pt D/ Medicaid
Prior Authorizations
Staff oversight
Policy implementation
Proficient in Microsoft office applications
Payroll
Training and coaching employees
Timeline
Quality Assurance Analyst
EnvisionRx Plus
05.2011 - 2014Read More
Customer Care Supervisor
MedImpact
05.2010 - CurrentRead More
Cordova HS
High School Diploma
Read More