Summary
Overview
Work History
Education
Skills
Websites
Timeline
Generic

TIMOTHY CANNON

ROCKWALL,UNITED STATES

Summary

Analyst with extensive experience in optimizing client service operations and boosting customer satisfaction. Proven ability to identify improvement areas and implement strategic solutions that enhance workflow efficiency. Strong problem-solving, critical thinking, and communication skills contribute to significant organizational growth and profitability. Committed to delivering high-quality client services that drive results.

Overview

14
14
years of professional experience

Work History

Quality Assurance Analyst

Molina Healthcare
11.2023 - 06.2024
  • Evaluate calls for quality and compliance, enhancing team performance through feedback
  • Analyze interactions to identify improvements, boosting staff training effectiveness
  • Collaborate with management in sessions to align with service standards and KPIs
  • Resolved technical issues to enhance system performance, boosting user satisfaction
  • Executed OS installations and configurations, ensuring seamless software integration
  • Monitored systems and networks, supporting uninterrupted organizational operations
  • Managed daily user account tasks, ensuring system integrity and business support
  • Resolved access issues, enhancing security and efficiency
  • Trained new team members, boosting team capability and service continuity
  • Integrated 57 systems into a unified portal, boosting operational efficiency
  • Implemented a Quality Management System with analytics for service improvement
  • Developed training programs enhancing team skills and meeting performance targets
  • Led team to optimize workflow, resolving issues through strategic planning and assessments
  • Ensured service quality and compliance for medical professionals and veterans through audits
  • Enhanced employee skills via performance reviews, identifying training needs and coaching
  • Implemented solutions for workplace challenges, fostering a productive environment
  • Drove measurable improvements in service delivery and team efficiency
  • Managed a team to exceed QA benchmarks with a 95%+ score, ensuring compliance with guidelines
  • Improved SLA performance by reducing process times to 30 days through detailed Salesforce reviews
  • Created an Excel scorecard to guide team goals, achieving an underwriting error rate below 2%

Senior Support Engineer

HCL America
Frisco
09.2022 - 02.2023
  • Tracked problem resolution progress with tools like Jira and ServiceNow tickets.
  • Collaborated with development teams to report bugs and propose enhancements from customer feedback.
  • Conducted workflow analyses, space designs, and cost comparison assessments.
  • Assisted in deploying new software applications and hardware systems.

Identity Access Management

Capital One
Plano
12.2020 - 02.2022
  • Established security measures including identity access management and encryption keys to protect cloud data.
  • Configured and maintained identity access management tools such as Active Directory and LDAP.
  • Secured access to cloud resources through robust identity access management protocols.
  • Deployed software solutions within secure environments using security groups and Network Access Control Lists.

Quality Assurance

EVO Payments
TEXAS
02.2019 - 09.2020
  • Conducted quality assurance checks on project deliverables to ensure compliance with standards.
  • Reviewed quality assurance records for equipment performance and image quality assessments.
  • Monitored customer feedback to identify areas for quality improvement.
  • Participated in quality assurance reviews to maintain high-quality outputs.

Customer Service Supervisor

Maximus Inc.
TEXAS
09.2015 - 06.2016
  • Provided day-to-day leadership to cultivate environment that exemplified company values.
  • Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.
  • Created reports on daily, weekly, monthly basis related to customer service activities.
  • Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
  • Discussed job performance problems with employees, identifying causes and issues to find solutions.
  • Recruited, interviewed and selected employees to fill vacant roles.

Mortgage Servicing Team Manager

Bank Of America
08.2010 - 09.2015
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Analyzed business performance data to identify areas of strength and improve areas of weakness.
  • Created a positive work environment by setting clear expectations and providing resources necessary for success.
  • Implemented strategic team objectives aligned with company goals, increasing productivity.

Education

ASSOCIATES OF INFORMATION TECHNOLOGY/ BUSINESS - Information Technology

Asher College
Farmers Branch, TX
06.2018

Skills

  • CRM and Salesforce
  • Virtual support and call center management
  • Performance improvement and onboarding
  • Troubleshooting and technical support
  • Incident management and problem solving
  • Customer service and active listening
  • Network administration and SQL
  • Hardware support and communication

Timeline

Quality Assurance Analyst

Molina Healthcare
11.2023 - 06.2024

Senior Support Engineer

HCL America
09.2022 - 02.2023

Identity Access Management

Capital One
12.2020 - 02.2022

Quality Assurance

EVO Payments
02.2019 - 09.2020

Customer Service Supervisor

Maximus Inc.
09.2015 - 06.2016

Mortgage Servicing Team Manager

Bank Of America
08.2010 - 09.2015

ASSOCIATES OF INFORMATION TECHNOLOGY/ BUSINESS - Information Technology

Asher College

Similar Profiles

CREATE PROFILE