Tonia Fujimoto
Park Hills,MO
Summary
In-depth Quality Assurance Specialist with success in prioritization and multitasking. Exceptional communication and organizational skills. Committed to paying impeccable attention to reviews and auditing procedures. Determined Quality Assurance Specialist with dedication to quality and accuracy. Familiar with handling multiple projects in highly competitive environments. Solid interpersonal and collaboration skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Quality Assurance Specialist
Qualfon
04.2022 - 05.2024
- Develop, implement, and maintain quality assurance activities.
- Select, develop, and evaluate personnel to ensure the efficient operation of the function.
- Work on issues of diverse scope, where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends.
- Assess performance; make recommendations affecting the performance status of others.
- Compile reports defining the overall performance and customer satisfaction levels for each agent.
- Manage the operation of the organization's total quality management program.
- Identify the interface of key activities within and between the functions of the organization.
- Maintain proficiency in service level requirements for all appropriate accounts.
- Facilitate calibration sessions to ensure expectations are being met and calibration is in alignment.
- Participate in the development and/or delivery of recurring training for all appropriate accounts.
- Adhere to and support Quality Assurance Policies and Procedures.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Experienced in MAPD, MAPD D-SNP, MAPD C-SNP, and PD Medicare plans.
Help Desk
Qualfon
05.2021 - 04.2022
- Provide help in finding and solving problem solutions for chat and phone agents.
- Help agents assist customers.
- Keep open contact with supervisors.
- Handle escalated customers.
- Monitor CMS for calls, breaks, lunches, and call durations.
- Sort through cases to send to corporate office.
- Evaluating customer complaints.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Trained newer Help Desk members.
Education
Associate of Science - Respiratory Therapy
Sanford-Brown College at Fenton
Fenton, MO03.2009
Skills
- Multitasking
- Team oriented
- Quick attention to detail
- Quick learner
- Computer proficiency including all Microsoft 360 applications
- Communication skills
- Problem-solving ability
- Detail Oriented
- Quality Assurance
- Analytical Thinking
- Problem-solving skills
- Decision-Making
Certification
Six Sigma Green Belt Certification, International Association for Six Sigma Certification, 10/01/23
Timeline
Quality Assurance Specialist
Qualfon
04.2022 - 05.2024
Help Desk
Qualfon
05.2021 - 04.2022
Associate of Science - Respiratory Therapy
Sanford-Brown College at Fenton
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