SHIRELL ALDRIDGE
Technical Support
Lumberton,NC
Summary
Experienced and enthusiastic manager with a track record of success across a wide range of industries. Possesses exceptional interpersonal, problem-solving and analytical skills to provide advice and expertise to client organizations improving business performance. Experienced in all aspects of operations, strategy and finance. Enthusiastic team player ready to contribute to company success.
Overview
10
10
years of professional experience
Work History
Tier II Quality Assurance Manager
Goldschmitt & Associates LLC
11.2023 - 05.2025
- Conducted regular progress updates to ensure adherence to established protocols, maintaining consistency across the organization.
- Trained team members on quality assurance principles, fostering a culture of accountability and high performance.
- Investigated customer complaints and performed corrective actions to resolve quality issues.
- Managed and motivated employees to be productive and engaged in work.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Tier 2 QA Manager/Technical Support Specialist
LeapPoint
10.2022 - 11.2023
- Mentored less experienced team members to improve customer responses and work towards quick and accurate resolutions.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Implemented new quality assurance and customer service standards.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Provided high-level technical support by resolving inquiries by phone, e-mail and Microsoft Teams consistent with department and team service levels and goals.
QA/QC Agent - PPP Team Lead
LeapPoint
12.2021 - 10.2022
- Monitored staff organization and suggested improvements to daily functionality.
- Evaluated interactions between Agents and Callers to assess personnel performance and implement strategies for customer satisfaction improvement.
- Applied coaching techniques and tools to support managers and team members in improving performance.
- Oversee a team of 30 or more agents focused on loan-based customer service calls.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
FTA Customer Contact Center Lead
LeapPoint
10.2021 - 12.2021
- Assisted in Co-Managing FTA Call Center when primary Manager was unavailable.
- Kept high average of performance evaluations by implementing a Quality Assurance program.
- Monitored front areas so that questions could be promptly addressed.
- Participated in brainstorming sessions, providing feedback, and executing new tactics to improve agent performance.
- Communicated frequently and openly to motivate team members and drive goal achievement.
Customer Service Representative
LeapPoint
01.2021 - 10.2021
- Provided primary customer support to internal and external customers in fast-paced environment.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in team meetings and training sessions to stay informed about the projects latest updates and changes.
Operator/Scheduler
ENTAA Care A Member Of John's Hopkins Regional
03.2015 - 12.2020
- Effectively managed a high-volume of inbound and outbound customer calls.
- Addressed and resolved customer complaints empathetically and professionally.
- Maintained confidentiality of all medical records and sensitive information to comply with HIPAA regulations.
- Obtained necessary signatures on information release forms to obtain medical and treatment records from other service providers.
- Scanned medical records in digital format for easy retrieval and accessibility.
Education
Bachelor - Cyber Security
Southern New Hampshire University
Hooksett, NHHigh School Diploma -
Patapsco High School & Center For Arts
Baltimore, MD06-2005
Skills
- Complaint Resolution
- SQL
- Technical Support - Tier I & II
- Python
- Good Listening Skills
- Creative Problem Solving
- Attention to Detail
- Administrative Support
- Quality Assurance
Timeline
Tier II Quality Assurance Manager
Goldschmitt & Associates LLC
11.2023 - 05.2025
Tier 2 QA Manager/Technical Support Specialist
LeapPoint
10.2022 - 11.2023
QA/QC Agent - PPP Team Lead
LeapPoint
12.2021 - 10.2022
FTA Customer Contact Center Lead
LeapPoint
10.2021 - 12.2021
Customer Service Representative
LeapPoint
01.2021 - 10.2021
Operator/Scheduler
ENTAA Care A Member Of John's Hopkins Regional
03.2015 - 12.2020
Bachelor - Cyber Security
Southern New Hampshire University
High School Diploma -
Patapsco High School & Center For Arts