Sherry Lloyd
Orlando,FL
Summary
Detail-Oriented QA Professional Enhancing Operational Efficiency and Product Quality. Identified improvement opportunities, reducing non-conformances by 30%.
Overview
13
13
years of professional experience
Work History
Quality Assurance Facilitator
Spherion Inc./ Fedex
Maitland, FL
03.2003 - 02.2013
- Ensures all quality and reliability standards are met in accordance with client and customer needs and demands throughout the entire call center; including new and updated materials.
- Monitors center-wide quality efforts for compliance with quality standards, as well as evaluate and develop practices for quality improvement.
- Implemented tools used for programs and customer service evaluation, organizing data collection and information analysis. Was also responsible for utilizing methodologies to drive a continuous improvement culture around the quality of our clients products and processes throughout the center with the ultimate goal of maximizing overall customer satisfaction with professional, courteous, accurate and expedient service.
- Excellent communication skills, both verbal and written. Increased customers served by an average of 35 to 45% per day by documenting and filing research.
- Worked well in a team setting, providing support and guidance.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Strengthened communication skills through regular interactions with others.
- Learned and adapted quickly to new technology and software applications.
Revenue Services Agent
Spherion Inc./ Fedex
Maitland, FL
07.2003 - 09.2006
- Monitored shipping schedules to ensure adherence to delivery timelines and customer satisfaction.
- Informed clients of policies and procedures.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
- Consistently met compliance requirements for the agency by promptly completing mandatory continuing education courses and staying current on industry regulations.
- Increased customer satisfaction with personalized follow-up strategies.
- Implemented feedback system to gather client insights, driving continuous improvement.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Gathered, organized and input information into digital database.
- Evaluated customer needs and feedback to drive product and service improvements.
- Managed over 50 customer calls per day.
Technical Support Representative
Lexmark International, Inc.
Maitland, FL
05.2000 - 07.2003
- Recruited to troubleshoot client hardware and software problems for a leading developer, manufacturer and supplier of printing solutions; via telephone, email and written correspondence.
- Assisted customers in navigating product features and functionalities to enhance user experience.
- Documented support interactions to maintain accurate records and facilitate knowledge sharing.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
Education
Associate of Science - Medical Records Technology
Borough of Manhattan Community College
New York (City), NYTimeline
Revenue Services Agent
Spherion Inc./ Fedex
07.2003 - 09.2006
Quality Assurance Facilitator
Spherion Inc./ Fedex
03.2003 - 02.2013
Technical Support Representative
Lexmark International, Inc.
05.2000 - 07.2003
Associate of Science - Medical Records Technology
Borough of Manhattan Community College