Tiara Smith
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
11
11
years of professional experience
Work History
Quality Assurance Coordinator
Stericycle
10.2020 - 05.2024
- Evaluated accuracy of existing quality assurance measurement techniques, implementing improvements to increase efficacy and reduce errors.
- Conducted regular audits to identify areas of improvement, leading to increased customer satisfaction levels.
- Served as a trusted advisor to senior management on matters related to quality assurance, contributing valuable insights that informed strategic decision-making processes.
- Enhanced overall efficiency of the quality assurance process by streamlining workflows and documentation.
- Ensured compliance with industry standards and regulatory guidelines for quality management systems.
- Optimized resource allocation by prioritizing critical tasks in the quality assurance process, ensuring timely completion of projects.
- Recorded, analyzed, and distributed statistical information.
- Collaborated with audit clients and action owners to apply root cause analysis guidance and establish effective corrective action plans.
Quality Analyst
Mutual of Omaha
06.2018 - 10.2020
- Analyzed quality and performance data to support operational decision-making.
- Created and revised procedures, checklists and job aids to reduce errors.
- Developed and maintained quality assurance procedure documentation.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Identified process inefficiencies through meticulous data analysis, leading to streamlined operations and increased productivity.
- Enhanced customer satisfaction by addressing and resolving complaints in a timely manner, demonstrating commitment to exceptional service.
- Ensured compliance with regulatory requirements by meticulously reviewing documentation and maintaining accurate records.
- Led root cause analysis initiatives that resulted in significant reduction in recurring defects.
- Optimized resource utilization by effectively prioritizing tasks based on project timelines and risk assessment outcomes.
Member Relations Subject Matter Expert
Frontier Health Group
10.2013 - 06.2018
- Supported the development of strategic plans aimed at expanding membership reach into untapped markets or demographics based on market research findings.
- Facilitated knowledge sharing across departments through regular team meetings focused on discussing challenges faced while servicing members'' needs, fostering a collaborative environment that encouraged learning from shared experiences.
- Optimized resource allocation by analyzing departmental workflows and reallocating tasks as needed to achieve maximum efficiency.
- Monitored membership trends, identifying opportunities for growth and developing targeted strategies to attract new members.
- Streamlined communication channels for improved member engagement through regular updates and informative content.
- Developed training materials for new staff members, strengthening their understanding of company objectives and best practices in customer relations.
- Managed escalated cases effectively while maintaining composure under pressure, resulting in successful resolutions that safeguarded long-term relationships with valued clients.
- Cultivated strong relationships with key stakeholders, fostering trust and loyalty among the membership base.
- Provided expert guidance on membership benefits and policies, ensuring accurate information was conveyed to members at all times.
- Implemented process improvements that increased efficiency in handling member inquiries while maintaining high quality service standards.
- Contributed to the design and implementation of innovative programs that increased member engagement by offering tailored experiences based on individual preferences.
- Maintained detailed records of all member interactions to ensure a seamless handover of information across departments, enabling swift and effective resolution of issues.
- Championed a culture of continuous improvement within the team, driving initiatives aimed at enhancing performance metrics related to member interaction.
- Collaborated with cross-functional teams to develop comprehensive programs tailored to meet member needs.
Education
Bachelor of Arts - Business Administration/Data Analytics
University of Phoenix - Online
Skills
- Quality Management Systems
- Strategic Planning
- Material Specifications
- Documentation Management
- Customer Focus
- Audit Compliance
- ISO Standards
- Change Control Procedures
- Technical knowledge
- Auditing Techniques
- Six Sigma
- Customer Service
- Relationship Building
- Customer Satisfaction
- Project Management
- Training and Development
- Critical Thinking Skills
- Internal Auditing
- Document Control
- Quality Control Analysis
- Experience in product evaluation
- Operational Excellence
- Lean methodology
- Attention to Detail
- Critical Thinking
- Policy Reinforcement
- Effective Multitasking
- Interpersonal Communication
- Strong Work Ethic
- Operation Monitoring
- Production Support
- Team Collaboration
- Process Documentation
- Employee Training
- Business Administration
- Problem-Solving
- Problem-solving abilities
- Multitasking
- Organizational Skills
- Decision-Making
Timeline
Quality Assurance Coordinator
Stericycle
10.2020 - 05.2024
Quality Analyst
Mutual of Omaha
06.2018 - 10.2020
Member Relations Subject Matter Expert
Frontier Health Group
10.2013 - 06.2018
Bachelor of Arts - Business Administration/Data Analytics
University of Phoenix - Online