Tanner Mclaughlin
Irving
Summary
Professional quality analyst with robust background in quality assurance and team leadership. Proven track record in implementing process improvements and maintaining high standards. Collaborative team player with focus on achieving results and adapting to changing needs. Skilled in quality control methodologies and effective problem-solving.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Quality Analyst Lead
Apex Systems
01.2020 - Current
- Led a team of Quality Analysts, fostering a collaborative environment that encouraged continuous improvement and skill development.
- Conducted periodic audits to ensure compliance with industry standards and regulatory requirements.
- Championed a culture of continuous improvement by encouraging open dialogue among team members regarding QA best practices.
- Used Power Automate to connect forms to SharePoint lists for easier and smoother tracking of the scores
- Generated Power BI reports for both management and advocates to monitor the team and individual advocates achievements with KPI
- Built Forms for new hires using branching paths as a step-by-step guide for the advocates to use when working cases
- Analyzed root causes of recurring issues, implementing preventive measures to reduce future occurrences.
- Collaborated with cross-functional teams to identify risks and provide recommendations for mitigation strategies.
Microsoft Account Safety Knowledge Management Lead
Apex Systems
01.2019 - 01.2020
- Boosted employee satisfaction with simplified access to critical resources through the development of an intuitive internal knowledge portal.
- Increased productivity across departments, developing targeted training materials to close skill gaps identified through knowledge audits.
- Increased employee engagement in professional development opportunities, curating a diverse selection of training courses tailored to different skill levels and areas of interest.
- Facilitated smoother transitions during employee turnover periods, implementing standardized procedures for proper documentation and handover of key responsibilities.
- Ensured consistent application of company policies and procedures through regular review and update cycles in collaboration with department heads.
- Improved knowledge sharing by implementing a comprehensive knowledge management strategy.
Microsoft Account Safety Production Support
Apex Systems
01.2018 - 01.2019
- Triaged incoming case volume to insure it was valid escalations for our team
- Monitored case queues to insure incoming issues were assigned and completed within the expected timeframe
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Reviewed KPI expectations with advocates who were not meeting the required team metrics
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
Microsoft Account Safety Advocate
Apex Systems
01.2013 - 01.2019
- Provided high-quality support to customers experiencing security issues.
- Implemented security measures such as password resets, enabling two-step verification (TSV), and suspending compromised accounts.
- Maintained detailed case notes and documentation. Reported on key trends and systemic issues to improve overall account security.
- Worked closely with other teams, including billing support, online safety escalations, and production support, to ensure comprehensive account protection.
- Established trusting relationships with clients by maintaining open lines of communication throughout the entire representation process.
- Managed complex caseloads with diligence, prioritizing tasks to ensure timely resolution of cases.
Senior Advocacy Coordinator
Capital One Bank N.A
01.2010 - 01.2013
- Received Escalated customer calls for issues that were not resolvable by frontline support
- Created an easier way to calculate interest and future interest on customer accounts
- Worked with Bank Branch Members to fix technical account issues
- Performed cross departmental research to resolve the customer’s issue
- Respond to secure messages sent through customer’s online banking
- Assist customers with products/services based on customer need
- Ensured compliance of policies and procedures
- Achieved monthly sales goals
- Trained department members on new procedures/policies
Education
High School Diploma -
Nimitz Highschool
Irving, TX06-2006
Skills
- Microsoft Excel
- Microsoft PowerPoint
- Microsoft Forms
- Power BI
- Power Automate
- Power Apps
- SharePoint
- Service Now
- Customer satisfaction
- Technical consulting
- Documentation validation
- Strong analytical mind
Certification
Microsoft Certified: Power BI Data Analyst Associate
Languages
English
Native or Bilingual
Timeline
Quality Analyst Lead
Apex Systems
01.2020 - Current
Microsoft Account Safety Knowledge Management Lead
Apex Systems
01.2019 - 01.2020
Microsoft Account Safety Production Support
Apex Systems
01.2018 - 01.2019
Microsoft Account Safety Advocate
Apex Systems
01.2013 - 01.2019
Senior Advocacy Coordinator
Capital One Bank N.A
01.2010 - 01.2013
High School Diploma -
Nimitz Highschool
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