Steve Khamsourivong
La Vergne,TN
Summary
Quality Audit Specialist with extensive experience at Hospital Corporations of America, specializing in quality control and data analysis. Proven ability to implement process improvements and enhance team collaboration. Successfully managed projects that improved customer service outcomes and operational efficiency.
Overview
13
13
years of professional experience
2
2
Certifications
Work History
Quality Audit Specialist
Hospital Corporations of America
Nashville, USA
01.2023 - Current
- Developing & implementing quality control audit plans for Quality assurance team best practices
- Manage quality initiatives to insure proper assignment of tasks and timing of resolution for leadership
- Managed relationships and responsibilities within the team by leading regular team meetings for organizational communications
- Report Executive level project status updates for, QA personnel, and customer concerns to the QA Manager Monthly
- Develop quality improvements for data capturing process.
- Provided regular quality updates for overall organizational process improvements
Help Desk Support Analyst
Hospital Corporations of America
Nashville, USA
12.2021 - 12.2022
- Answered customer support inquiries via specialized ticket tracking platforms.
- Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone.
- Maintain performance metrics for factors such as call volume, call time guidelines, and producing exceptional customer feedback.
- Monitored helpdesk and responded to incoming tickets to address support needs.
- Supported customers with software, hardware and network issues.
Lead Mechanical Technician
Nissan North America
Smyrna, USA
01.2013 - 01.2018
- Worked with staff constantly to improve jobs to be more efficient
- Collaborated with upper management with improvement ideas for the department
- Trouble shooting machines and assists to guarantee proper function
- Trouble shooting all system maintenance in work zone.
- Working with high quality products we must be prideful in one's work while also working safely.
- Identified mechanical problems and determined best solutions for correction.
- Inspected and tested equipment, machinery and components to diagnose issues, recognize defects and determine appropriate repairs.
- Frequently diagnosed mechanical problems and determined how to correct issues.
- Implemented preventive maintenance measures to decrease emergent issues.
Education
Bachelor of Science - Information Technology
Southern New Hampshire University
Manchester, NH12-2025
Associate of Science - Computer Science
Motlow State Community College
Tullahoma, TN12.2021
Skills
- Quality control and data analysis
- Customer service and technical support
- Project management and process improvement
- Team collaboration and software troubleshooting
Certification
- Bits and Bytes of Computer Networking
- Technical Support Fundamentals
Professional and Managerial References
Tim Webster
Senior Director ITSD
HCA
801-682-9204 (M)
Timothy.Webster@hcahealthcare.com
Former Director 2021-2022
Tasha Patton
Supervisor, Quality Assurance
HCA
615-870-3836
Tasha.Tharpe@hcahealthcare.com
Current Supervisor, 2023-Current
Timeline
Quality Audit Specialist
Hospital Corporations of America
01.2023 - Current
Help Desk Support Analyst
Hospital Corporations of America
12.2021 - 12.2022
Lead Mechanical Technician
Nissan North America
01.2013 - 01.2018
Bachelor of Science - Information Technology
Southern New Hampshire University
Associate of Science - Computer Science
Motlow State Community College