Tanisha Thorpe
Conroe,TX
Summary
Dynamic Quality Assurance Analyst with a proven track record at Asurion, enhancing QA processes and reducing testing cycle time through automation. Skilled in mentoring teams and fostering collaboration, I excel in issue resolution and data analysis, ensuring product reliability and customer satisfaction. Committed to continuous improvement and quality management.
Healthcare professional with extensive experience in managing patient intake processes and administrative functions. Known for strong focus on collaborative team efforts and achieving operational goals. Reliable and flexible in adapting to changing needs while applying effective communication and organizational skills.
Professional Intake Coordinator skilled in managing client assessments, workflow coordination, and ensuring seamless service delivery. Strong focus on team collaboration and achieving results. Flexible and reliable, adept at adapting to changing needs. Proficient in client communication, scheduling, and administrative tasks, ensuring efficient operations and high client satisfaction.
Experienced with patient intake procedures and administrative coordination. Utilizes effective communication and organizational skills to enhance operational efficiency. Knowledge of healthcare documentation and patient service protocols, ensuring seamless processes and patient satisfaction.
Diligent Desired Position with solid background in managing customer service teams and optimizing customer satisfaction. Spearheaded initiatives that improved service quality and response times. Demonstrated leadership and conflict resolution skills in high-pressure environments.
Customer service professional with sharp focus on enhancing customer experiences and streamlining processes. Valued for fostering teamwork and driving results through adaptive strategies and effective communication. Known for problem-solving abilities and customer-centered approach.
Experienced with leading customer service teams to ensure top-notch customer satisfaction. Utilizes strategic planning and process improvements to boost efficiency. Track record of developing team capabilities and resolving customer issues effectively.
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Quality Assurance Analyst
Asurion
WFH
05.2017 - Current
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Reported progress, test metrics and results to project stakeholders.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
- Acted as a liaison between the QA team and other departments such as Development, Customer Support, and Product Management, ensuring effective communication throughout all stages of the project lifecycle.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Conducted training sessions for junior QA analysts, enhancing their skills and knowledge of industry best practices.
- Ensured customer satisfaction by verifying that products met specifications and functioned as intended before release.
- Improved product reliability by executing rigorous test plans and ensuring software met established requirements.
- Streamlined QA processes, significantly reducing testing cycle time by implementing automated testing tools.
Customer Service Manager
Big Lots
01.2010 - 06.2017
- Championed quality assurance initiatives within the organization by promoting a culture of continuous improvement and striving for excellence in all aspects of product development.
- Reduced defect rates through meticulous attention to detail during code reviews, working closely with developers to address any identified issues quickly.
- Collaborated with development teams to identify, track, and resolve software defects in a timely manner.
- Played key role in successful launch of multiple high-stakes projects by prioritizing critical test areas and resource allocation.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
Intake Coordinator
My Nurse Home
Houston, Tx
03.2012 - 04.2016
- Provided excellent customer service to patients, family members, and healthcare providers during the intake process.
- Maintained strict confidentiality of patient information, adhering to HIPAA guidelines and company policies.
- Reduced errors in patient data entry with thorough verification processes and attention to detail.
- Completed intake assessment forms and filed clients' charts.
- Collected, verified, recorded and processed client demographics, insurance payments, and referral information.
- Collaborated with healthcare professionals to ensure patients received appropriate services and resources.
- Answered phone calls and provided new clients with required paperwork to initiate service.
- Contributed to a positive work environment through effective teamwork and open communication among colleagues.
- Documented patient medical information, case histories, and insurance details to facilitate smooth appointments and payment processing.
- Communicated with referral sources, physicians, and associated staff to check documentation for proper signatures.
Education
Some College - Business Administration And Management
Lone Star College
Houston, TXDiploma -
Booker T Washington High School
Houston05.2009
Skills
- Quality assurance
- Quality processes
- Data analysis
- Mentoring and training
- Issue resolution
- Quality assurance controls
- User acceptance testing
- Root-cause analysis
- Call monitoring
- Collaboration and communication
- Technical analysis
- Technical support
- Project management
- Consultative support
- Quality management
- Patient scheduling
- Scheduling appointments
- Multi-line phone operations
- Confidentiality
- Customer service
- Multitasking and organization
- Microsoft office
- Phone and email etiquette
- Team leadership
- Time management
- Customer relations
- Training and mentoring
- Decision-making
- Adherence to high customer service standards
- Team building and leadership
- Customer relationship management (CRM)
- Conflict resolution techniques
Certification
Licensed Realtor, licensed life agent and notary public
Timeline
Quality Assurance Analyst
Asurion
05.2017 - Current
Intake Coordinator
My Nurse Home
03.2012 - 04.2016
Customer Service Manager
Big Lots
01.2010 - 06.2017
Some College - Business Administration And Management
Lone Star College
Diploma -
Booker T Washington High School