Tiffany Pennoyer-Whitaker
Noblesville,IN
Summary
Highly adaptable and results-oriented professional with valuable experience as a Quality Assurance Analyst and Call Center Supervisor. Developed a talent for effectively navigating challenges. Proactive approach and strong problem-solving skills. Brings a creative mindset to new tasks. Committed to making meaningful contributions and advancing organizational goals. Known for dedication to achieving results.
Overview
25
25
years of professional experience
Work History
Quality Assurance Analyst
Philips
01.2020 - Current
- Conducted comprehensive quality assessments for clinical and operational processes to ensure alignment with organizational goals and compliance with quality standards.
- 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 department 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.
Customer Service Specialist
Roche Diagnostics
01.2017 - 01.2020
- Roche Subject Matter Expert for Coaguchek Customer Service Team
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Developed and Updated SOPs for Department
- Assist the Training team with coaching new hire Customer Service Specialist
- Developed a thorough knowledge of Roche patient medical billing systems
- Performs data input in an accurate, detailed, and timely fashion on all customer contact according to the database parameters
- Customer Service Engagement Team member assisting to build morale and team building for CPS Roche Division
AVP, Customer Service Team Manager
Bank of America
01.2000 - 01.2010
- Implemented quality assurance measures, ensuring consistent levels of excellence in service delivery.
- Performed daily supervision of non-exempt staff of 24-36 associates
- Promoted and led performance enhancement culture by actively coaching and mentoring direct reports.
- Assisted in recruiting, hiring and training of team members.
- Led initiatives focused on employee engagement, resulting in higher retention rates and improved workplace morale.
- Identified and recommended process/procedure enhancements to increase productivity
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Education
Bachelor of Science - Labor Studies
Indiana University, IUPUI, School of Social Work
05.2014
Skills
Quality assurance
Performance monitoring
Adaptability
Coaching and mentoring
Team Training
Documentation and control
Problem-solving abilities
Call monitoring
Reliability
Time management abilities
Timeline
Quality Assurance Analyst
Philips
01.2020 - Current
Customer Service Specialist
Roche Diagnostics
01.2017 - 01.2020
AVP, Customer Service Team Manager
Bank of America
01.2000 - 01.2010
Bachelor of Science - Labor Studies
Indiana University, IUPUI, School of Social Work
Awards / Recognition
Recognized as Bank of America Top 1% Associates, 2009
Awarded Bank of America Star Award for Outstanding Service, 2008
Received the President of the United States Service Award 2009
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