Stephanie Beattie
Akron,Ohio
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
11
11
years of professional experience
Work History
Senior Quality Assurance Analyst
IPG (formally Pethealth Inc.)
02.2020 - Current
- Audit up to 50 sales and service calls and emails per month for multiple brands in 2 countries, ensuring adherence to quality standards and brand guidelines
- Partner closely with management and report any new/ongoing department trends via month over month tracker
- Consistently elevate department QA average by 1-2% through strategic analysis and targeted coaching initiatives
- Conduct personalized 1:1 coaching session with agents
- Maintain a log of all coaching sessions including agent goals and opportunities discussed to create ongoing coaching plans tailored to each agent’s needs
- Collaborate with training department to identify any training gaps and create job aids to support agent development and enhancement initiatives
- Play pivotal role in onboarding process of new QA analysts by shadowing and reviewing audits done within probationary period.
Scheduling Analyst
Pethealth Inc.
03.2018 - 02.2020
- Create and present reports in Excel tracking missed breaks, overages, scheduling impacts and any other information requested by management to support decision making process
- Create break schedule for contact center employees spanning 2 countries based on call volume forecasts
- Optimize schedules throughout the day to ensure best coverage possible to reduce average call waiting times to ensure optimal operational efficiency
- Managed high volumes of scheduling requests, prioritizing tasks based on urgency and impact.
- Hourly monitoring of service levels and agent availability and ongoing communication with department managers.
Customer Service Representative
Pethealth Inc.
11.2015 - 03.2018
- Efficiently assist clients 40-60 times daily with questions regarding policy billing, coverage application, claims filing, binding new policies and policy changes
- Approach every client interaction with first contact resolution mindset and delivering high quality service while adhering to company established guidelines
- Adhere to quality assurance guidelines and best practices set forth by company
- Maintain other KPI’s such as call handle and after call work time set forth by company to ensure Service Level Agreements are being met
- Thoroughly document every client contact via phone or email and completing any follow-up needed within appropriate timeframe
- Collaborate with other departments to resolve problems to the satisfaction of both client and organization.
Customer Service Representative
Access Media 3
08.2014 - 10.2015
- Assist clients with questions varying from billing to basic TV troubleshooting
- Assist in enrolling new client sales
- Maintain thorough record of client interactions
- Collect financial information while adhering to guidelines of PCI compliance.
Medical Assistant
Alexian Brothers Medical Group
06.2013 - 06.2014
- Front desk management including – answering and directing calls, uploading correspondence to electronic records system, patient check -in and scheduling
- Verifying insurance and coordinating with insurance companies when necessary
- Patient care including – vaccine administration, rapid test and sample collection, gathering vital signs and chief complaint.
Education
Certificate - Medical Assisting
Everest College
Aurora, IL01.2013
High School Diploma -
St. Edwards Central Catholic High School
Elgin01.2011
Skills
- SOP writing and implementation
- Microsoft Office
- Sharepoint
- Pivot Tables
- Learning Management Systems
- Employee Coaching and Mentoring
- Prioritization
- Interpersonal Communication
- Analytical and Critical Thinking
- Results and Deadline-Driven
- Teamwork and Collaboration
Licenses
Title: Property and Casualty Insurance License (all states)
Timeline
Senior Quality Assurance Analyst
IPG (formally Pethealth Inc.)
02.2020 - Current
Scheduling Analyst
Pethealth Inc.
03.2018 - 02.2020
Customer Service Representative
Pethealth Inc.
11.2015 - 03.2018
Customer Service Representative
Access Media 3
08.2014 - 10.2015
Medical Assistant
Alexian Brothers Medical Group
06.2013 - 06.2014
Certificate - Medical Assisting
Everest College
High School Diploma -
St. Edwards Central Catholic High School
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