Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Tanisha Sanders

Quality Analyst
Prairieville,LA

Summary

Ambitious Quality Analyst with track record of dependability and leadership. Knowledgeable in QA methodology with proven history of reducing errors to increase quality. Proficient in preparing test cases, plans and scripts. Dedicated to analyzing and resolving defects.

Overview

16
16
years of professional experience

Work History

Quality Analyst/Bank Analytics and Reporting

American Express
09.2021 - 06.2023
  • Responsibilities included Process Risk Self-Assessment testing for, Travel and Lifestyle Services
  • Review of all complaints submitted to American Express to ensure quality and compliance.
  • Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
  • Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
  • Analyzed quality and performance data to support operational decision-making.
  • Created and revised procedures, checklists and job aids to reduce errors.
  • Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
  • Participated in departmental meetings to establish short- and long-term strategy.
  • Developed training materials, SOPs and work instructions to supplement new team member onboarding.
  • Tested functional and compatibility of new programs or updates in comparison to existing applications.

Executive Consumer Relations

American Express
06.2018 - 09.2021
  • Responsibilities included but where not limited to addressing, researching, and resolving complaints addressed to, ' CEO, VPs, EVPs, Directors and Managers.
  • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.

Platinum and Centurion Travel Consultant

American Express
09.2007 - 06.2018
  • Worked closely with clients to understand unique needs and meet specific travel desires.
  • Organized trips for individual, family and business travelers.
  • Handled sensitive information with professionalism and discretion.
  • Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation.
  • Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations.
  • Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements.
  • Collected, handled and documented payments for travel services and associated feels.
  • Completed accurate reservations for business travelers at point of sale.
  • Informed clients of travel policies and utilized preferred vendors to maximize company profits
  • Arranged travel accommodations for groups, couples, executives, and special needs clients.
  • Advised customers on necessary travel documents and visa requirements to successfully reach planned destination.
  • Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
  • Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
  • Researched and kept abreast of new travel destinations, attractions, hotels and restaurants to increase services offered.
  • Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.

Education

Northview High School
Covina, CA

Skills

  • MS Office 2016 (Word, Outlook, Excel, PowerPoint)
  • Secure File Transfer
  • Sabre
  • Qualtrics
  • New Project Development
  • SOP Development
  • Software Quality Assurance Knowledge
  • Audit Processes
  • Data Analysis
  • Quality Improvement
  • Risk Assessment
  • Reading Comprehension
  • Client Requirements
  • Cause and Effect Analysis
  • Performance Assessment
  • Developing Quality Standards
  • Active Listening
  • Time Management
  • Compliance Testing
  • Call Monitoring Feedback
  • Monitoring Data Quality
  • QC Investigations
  • Teamwork and Positive Attitude
  • Passionate About Quality
  • Writing
  • Speaking

Accomplishments

  • Achieved three Pacesetter Awards and three High Achiever Awards by ranking with the top 3% of all colleagues within American Express

Timeline

Quality Analyst/Bank Analytics and Reporting

American Express
09.2021 - 06.2023

Executive Consumer Relations

American Express
06.2018 - 09.2021

Platinum and Centurion Travel Consultant

American Express
09.2007 - 06.2018

Northview High School

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Tanisha SandersQuality Analyst