Shenera Bryson
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
23
23
years of professional experience
Work History
Quality Supervisor
BPA Quality
01.2018 - Current
- Producing credible daily and weekly management reports to accurately reflect IQE service levels
- Developing reports and presentations that highlight client successes as well as recommend client opportunities for improvement
- Leading, motivating and developing a team of Quality Analysts to deliver required levels of activity output aligned with Client project requirements
- Working with Operations Manager and Project Managers to clearly identify and assign areas of project responsibility for team members
- Monitoring, controlling and reporting on team performance standards, output quality and effectiveness, taking ‘real time' remedial action as required to ensure results are delivered and standards of quality are maintained
- Creating a positive, energetic and motivating work environment that brings out the best relative to performance from designated team.
QM Quality Auditor
BPA Quality
01.2017 - 01.2018
- Perform quality audit requirements as tasked by BPA's quality management team and the client
- Interact with the ACT team for calibration tie-off sessions and Quality Metrics meetings
- Perform independent spot-checks and compliance checks to ensure that IQEs are meeting the expectations of the client
- Provide side-by-side assessments with IQEs and suggest corrective actions to improve performance
- Adhere to the latest updates for tools and procedures to ensure precision on evaluations
- Maintain above 90% average on spot-checks and calibration scores.
Independent Quality Evaluator
BPA Quality
01.2014 - 01.2017
- Evaluated customer service advisor interactions in Tier 1 and Tier 2 support to identify whether the organization is meeting their criteria for excellent customer support
- Notated and identified interesting aspects of the contact, specifying behaviors used and the effect on customers, as well as, potential business implications for the organization
- A consistent high scorer in ongoing Calibration and Training Sessions designed to evaluate accuracy and knowledge of company standards
- Routinely selected to special project teams which required heightened analytical skills, above average technical proficiency, strong interpersonal skills, detail-oriented thinking, and advanced understanding of an organizations policies, and a passion for customer service and support
- Trained to recognize and adapt to a customer or client's preferred conversation style
- Frequently requested at round table discussions, both internally and with clients, to identify trends and business opportunities.
Lead Technical Support Representative
Converges
01.2011 - 01.2014
- Listened attentively to technical advisors and customers to clarify and resolve customer issues and concerns
- Maintained advanced and in-depth knowledge of client's products and services
- Effectively communicated with internal and external support personnel to ensure the timely expedition of customer requests
- Resolved problems that required advanced critical thinking skills and an extensive knowledge of the client's support database
- Followed up with outbound calls and/or emails to customers and other involved parties to assist in case resolution
- Prepared thorough case notes as needed in customer file(s).
Software Production Specialist
Siemens Communications
01.2001 - 01.2011
- Tested and troubleshot telecommunication systems
- Produced and configured software to meet customer specifications for telecommunication systems
- Created/tested software procedures for new products and updated existing procedures as requirements change
- Programmed software security keys and created system identification disks using various applications
- Controlled software release to manufacturing
- Responded to routine service and system calls
- Troubleshot hardware and software problems on NT servers
- Managed multiple projects and adhered to their predefined schedule
- Implemented new and improved supply chain processes
- Coordinated material procurement in SAP to ensure all required materials and equipment were available for the test and production environment
- Utilized SAP for tracking customer orders, data management, and production planning
- Processed customer software for shipment to the customer
- Created and revised database procedures and check sheets
- Created license files and various telecommunication applications based on the customer's specifications
- Revised, updated, and upgraded licenses for various telecommunication applications
- Researched and resolved specific customer issues regarding software and licensing.
Education
Bachelor of Science - Electronic Engineering Technology
Florida Agricultural & Mechanical University
Tallahassee, FL01.1999
Skills
- Regulation Compliance
- Change Leadership
- Statistical Analysis
- Communications
- Problem Solving
- Teamwork
- Staff Scheduling
- Organization
- Negotiation
- Logistics
- Staff Training
- Systems Analysis
Timeline
Quality Supervisor
BPA Quality
01.2018 - Current
QM Quality Auditor
BPA Quality
01.2017 - 01.2018
Independent Quality Evaluator
BPA Quality
01.2014 - 01.2017
Lead Technical Support Representative
Converges
01.2011 - 01.2014
Software Production Specialist
Siemens Communications
01.2001 - 01.2011
Bachelor of Science - Electronic Engineering Technology
Florida Agricultural & Mechanical University
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