Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

THELMA WOODARD

Customer Quality Analyst
Detroit,MI
THELMA WOODARD

Summary

Strong leader and customer-focused problem-solver dedicated to streamlining operations to promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Communicative and collaborative professional in customer service, talent testing and development, data analysis, and process improvements. Skilled at resolving interpersonal issues, and supporting collaborative dialogue with senior leadership.

Overview

12
years of professional experience
2
years of post-secondary education

Work History

Blue Care Network Of Michigan
Southfield, MI

Customer Service Representative II
04.2023 - Current

Job overview

  • Evaluates, and resolves inquiries involving a variety of claim, benefit, membership, and/or billing inquiries.
  • Conducts internal and external research to analyze and determine data needed to handle inquiries from internal and external business partners.
  • Update account information to maintain customer records.
  • Responded to customer requests for products, services, and company information.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Provided primary customer support to internal and external customers.
  • Managed over 30 customer call inquiries per day.

DTE Energy
Detroit, MI

Customer Resolutions Analyst
09.2018 - 07.2022

Job overview

  • Provided escalated resolutions support to phone agents on department and company policy to procedure to resolve utility service requests, payments, billing analysis, and other customer focused transactional needs.
  • Supported high priority issue resolution for health compromised customers in financial or health crisis.
  • Executed service orders, create customer profiles, and track and analyze data through SAP CRM
  • Analyzed and export data with Power BI to view team and individual metrics; tracking team performance and forecast support needs based on data.
  • Reviewed and analyze account data, activity records, and service orders to resolve billing, payment, and service inquiries.
  • Assisted with staff training to enforce quality, safety and sanitation guidelines.
  • Built and managed relationships with key departmental contact and partners to drive issue resolution.
  • Recommended process improvements to continually identify, analyze and fix constraints and challenges.

American Concrete Institute
Farmington Hills, MI

Student Competitions Coordinator
04.2015 - 09.2018

Job overview

  • Restructured competition procedures to align with application processes, increased application pool, and participation and create SOP for all ACI Sponsored Student Competitions
  • Independently grew YOY essay competition participation by 100% in 3 months.
  • Gathered and organized materials to support operations related to student participation and engagement.
  • Increased visibility of competitions by approximately 15% YOY, based on web traffic analytics.
  • Participated in workshops and in-service meetings to enhance personal growth and professional development.

Audi of America
Auburn Hills, MI

Executive Case Specialist
01.2013 - 01.2015

Job overview

  • Resolved external and internal issues under limited executive supervision.
  • Worked on high-profile cases, escalated issues, and liability cases that required final decisions conveyed from the manufacturer or Audi Executive Board and President
  • Coached advisors and team supervisors on escalated customer issues for scenario resolution
  • Audited cases to determine proper procedure adherence for supervisory review; tracked satisfaction, and incident claims and handling.
  • Served as Team Advisor and CXC training consultant for new hire onboarding, OJT facilitation, and coaching.
  • Recognized for superior CSAT scores for consecutive months.
  • Assisted newly hired phone agents in learning about customer claim reviews and verification procedures, performance strategies and customer service techniques.

Apple / Minacs
Southfield, MI

Technical Support Performance Coach
04.2011 - 01.2013

Job overview

  • Developed and implemented departmental iOS advisor development program for talent identified as needing intensive training and development by management departmental iOS advisor development program for talent identified as needing intensive training and development by management.
  • Coordinated employee testing sessions to assess professional development needs.
  • Tracked, analyzed, and reported training techniques and outcomes; Identified and implemented training process improvements.
  • Generated reports detailing employee performance goals, needs assessments, and outcomes to management.
  • Maintained consistent 85% graduation rate.

Education

Henry Ford College
Dearborn

Associate of Applied Science from Nursing
08.2022 - Current

Wayne State University
Detroit, MI

Some College (No Degree) from Communications
08.2014 - 05.2015

University of North Carolina School of Arts
Winston-Salem, NC

Some College (No Degree) from Contemporary Dance

Skills

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Timeline

Customer Service Representative II

Blue Care Network Of Michigan
04.2023 - Current

Henry Ford College

Associate of Applied Science from Nursing
08.2022 - Current

Customer Resolutions Analyst

DTE Energy
09.2018 - 07.2022

Student Competitions Coordinator

American Concrete Institute
04.2015 - 09.2018

Wayne State University

Some College (No Degree) from Communications
08.2014 - 05.2015

Executive Case Specialist

Audi of America
01.2013 - 01.2015

Technical Support Performance Coach

Apple / Minacs
04.2011 - 01.2013

University of North Carolina School of Arts

Some College (No Degree) from Contemporary Dance

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