Shanta Lumpkin
Union City,GEORGIA
Summary
Proven Quality Assurance Analyst with a track record of enhancing team efficiency and project alignment at Breckenridge Insurance Group. Excelled in customer service roles, significantly improving customer satisfaction through effective problem-solving and empathy. Skilled in regulatory compliance and team mentoring, demonstrating both technical expertise and exceptional interpersonal abilities.
Overview
9
9
years of professional experience
Work History
Quality Assurance Analyst
Breckenridge Insurance Group
11.2022 - Current
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Reported progress, test metrics and results to project stakeholders.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
Customer Care Representative
General Motors Co
02.2019 - 10.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
Customer Service Advocate
Apira Healthcare
04.2015 - 01.2019
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
No Degree - Master Cosmotelogist
Atlanta Technical College
Atlanta, GA09.2010
Skills
Certification(s): Microsoft Certification Software: Microsoft Excel, Microsoft Outlook, Microsoft Publisher, Microsoft Word, E-verify
Hardware: Desktop Towers, Sound and Audio Cards, RAM and CPU
Soft Skills: Customer Care and Support, Application development, Desktop Support, Development, and Help Desk
Networking: Connectivity via HDMI, VGA, DVI etc; Computer-to-Printer connections, OS off of a USB drive
Timeline
Quality Assurance Analyst
Breckenridge Insurance Group
11.2022 - Current
Customer Care Representative
General Motors Co
02.2019 - 10.2022
Customer Service Advocate
Apira Healthcare
04.2015 - 01.2019
No Degree - Master Cosmotelogist
Atlanta Technical College
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