Hi, I’m
Shawna Sutherland
Quality Analyst
Blountville,TN
Summary
Ambitious and detail-oriented Quality Analyst with hands-on experience at Advanced Call Center Technologies. Known for improving agent performance through thoughtful coaching, clear communication, and tailored training materials that drive measurable results. A strong analytical thinker with a passion for continuous improvement, problem-solving, and building a positive, high-performance team culture in fast-paced environments.
Overview
9
years of professional experience
Work History
Advanced Call Center Technologies, ACTBlountville, Tennessee
Quality Analyst
12.2024 - Current
Job overview
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
- Created and revised checklists and job aids to reduce errors.
- Maintained up-to-date knowledge of quality assurance methodologies, applying best practices to daily tasks.
- Maintained detailed records of quality evaluations, providing valuable insights for ongoing performance reviews and improvement initiatives.
- Collaborated with management to develop targeted coaching plans, resulting in higher agent performance levels.
- Contributed to the development of training materials, ensuring new hires were well-equipped for success in their roles.
- Served as a subject matter expert on call center quality assurance, providing guidance and expertise to colleagues and management as needed.
- Managed approximately 12 monitors a day, meeting quota consistently.
Advanced Call Center Technologies, ACT
Care Advocate
01.2024 - 12.2024
Job overview
- Improved patient satisfaction by actively listening to concerns and addressing their needs promptly.
- Utilized a client's platform to document patient complaints by listening to patients and families, recording details and determining resolution.
- Educated patients about available resources, enabling informed decision-making regarding their care options.
- Empowered family members by providing education on navigating the healthcare system, enabling them to make informed decisions for their loved one.
- Streamlined communication between patients, families, and healthcare providers, ensuring timely updates and accurate information sharing.
- Worked with enrollees to identify gaps in care or obstacles to care.
- Improved patient satisfaction with tailored support and resources based on individual needs.
- Provided empathetic support to patients during challenging times, fostering trust and strong rapport.
- Researched issues and took appropriate action to resolve issues within turnaround time requirements and quality standards.
- Promoted a supportive and inclusive environment among care team members, fostering collaboration and mutual respect.
- Offered simple, clear explanations to help clients and families understand insurance policies and procedures.
Advanced Call Center Technologies, ACT
Data Analyst
05.2023 - 01.2024
Job overview
- Utilized internal banking systems to investigate potentially fraudulent activity and determine claim legitimacy.
- Conducted detailed research on disputed transactions to support fraud investigations and ensure regulatory compliance.
- Identified patterns and red flags in transaction data to flag suspicious activity for further investigation.
- Maintained accurate and organized records of claims, findings, and communications in the bank’s system.
- Protected customer information and upheld confidentiality standards throughout all phases of the claim process.
- Cross-referenced transaction data with customer reports to detect anomalies and verify legitimacy of disputed charges.
- Flagged suspicious accounts for escalation based on fraud indicators and transaction patterns.
Hutchinson's Sealing Systems
Production Line Operator
08.2022 - 02.2023
Job overview
- Minimized downtime by troubleshooting stoppages and breakdowns and calling for maintenance assistance.
- Ensured high-quality output by conducting thorough quality control checks and promptly addressing any issues identified.
- Improved production efficiency by implementing standardized operating procedures and closely monitoring performance.
- Assisted in training new hires on machine operation procedures, ensuring they were well-prepared for their roles as Production Line Operators.
- Demonstrated adaptability in handling multiple tasks simultaneously, effectively managing workloads during peak production periods or workforce shortages.
- Reduced machine downtime through regular maintenance checks, prompt troubleshooting, and timely repairs.
- Documented all production-related activities and records, ensuring accurate data for reporting and analysis purposes.
- Followed instructions to make products in line with customer specifications.
- Followed safety protocols to prevent accidents and injuries to self and colleagues.
- Prioritized tasks to meet personal and team production targets.
- Assisted quality assurance by inspecting items and removing defective parts.
- Packaged and labeled products using automated equipment.
- Recorded data and maintained accurate records to avail information for reference.
Uber Eats & Door Dash
Delivery Driver
08.2019 - 08.2022
Job overview
- Completed on-time deliveries by choosing best and most efficient routes.
- Operated vehicle safely in highly congested areas with no traffic violations.
- Worked scheduled hours as required and took on available shifts during holidays and busy periods.
- Maintained strong relationships with clients through proactive communication and personalized service.
- Improved customer satisfaction by ensuring timely and accurate deliveries of products.
- Ensured the safety of all goods transported by securing loads properly and following best practices for handling fragile items.
- Demonstrated exceptional time management skills in consistently meeting tight deadlines without compromising quality or safety.
- Kept meticulous records of deliveries, including invoices, delivery confirmations, and any other required documentation to ensure accurate tracking and billing processes.
- Managed customer inquiries and complaints in polite and professional manner.
- Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
- Maintained upbeat, positive attitude in busy, customer-focused environment.
- Upheld high standards of professionalism while representing the company during interactions with customers, vendors, and other stakeholders.
- Verified accuracy of all deliveries against order forms.
- Supported positive customer experience by resolving delivery issues promptly and effectively.
- Reduced fuel consumption and costs with strategic planning and execution of delivery routes.
- Achieved record of zero accidents through adherence to traffic laws and safety protocols.
McDonald's
Cashier
03.2016 - 06.2019
Job overview
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Welcomed customers and helped determine their needs.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Assisted customers with returns, refunds and resolving transaction issues.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Handled multiple payment methods securely.
- Restocked and organized merchandise in front lanes.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
- Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for customers.
- Provided backup support for other departments when needed, showcasing versatility within the food service environment.
Education
Virginia High SchoolBristol, VA
High School Diploma
08.2015 - 05.2019
University Overview
- 3.5 GPA
- Extracurricular Activities: Softball, cheerleading & chess club.
Skills
Customer Service
Timeline
Quality Analyst
Advanced Call Center Technologies, ACT
12.2024 - Current
Care Advocate
Advanced Call Center Technologies, ACT
01.2024 - 12.2024
Data Analyst
Advanced Call Center Technologies, ACT
05.2023 - 01.2024
Production Line Operator
Hutchinson's Sealing Systems
08.2022 - 02.2023
Delivery Driver
Uber Eats & Door Dash
08.2019 - 08.2022
Cashier
McDonald's
03.2016 - 06.2019
Virginia High School
High School Diploma
08.2015 - 05.2019
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