Summary
Overview
Work History
Education
Skills
Timeline
Generic

TONYA PIPER

Colorado Springs,CO

Summary

Detail-oriented and highly motivated Quality Assurance Auditor professional with 2+ years of experience in developing and implementing comprehensive quality assurance process and procedures. Skilled in collaborating with cross-functional teams to identify and resolve quality issues, improving product reliability and more. Seeking a mid-level position as a Quality Assurance Specialist to utilize strong analytical skills and attention to detail to ensure the highest level of quality and consumer satisfaction.

Overview

10
10
years of professional experience

Work History

Quality Assurance Auditor

DoorDash
10.2021 - Current
  • Conducted daily Tier 1 and Tier 3 quality assurance audits from different Lines of Business.
  • Preformed evaluations for accuracy, compliance, and consistent execution of internal processes and regulations to mitigate risk
  • Led collaborations with Leaders from other Lines of Business to execute quality assurance process and procedures.
  • Analyzed data to monitor trends and root causes to proactively address issues and support the development of appropriate action plans and business solutions
  • Proposed development and testing improvements to positively impact usability, function and performance of internal systems.


Drive Support Representative

DoorDash
04.2019 - 10.2021
  • Developed and demonstrated effective communication and relationship building between Merchants, Dashers and Consumers.
  • Successfully managed large volumes of inbound and outbound calls, chats, web cases and emails.
  • Addressed time sensitive issues such as order management, account inquires, Dasher issues, special projects and troubleshooting within a timely manner.
  • Facilitated Tier 1 and Tier 3 Merchant Support cross training for Drive Live Operations Department
  • Successfully gained more knowledge about different products, order management systems and resources that DoorDash offers to Merchants, Dashers and Consumers to drive positive outcomes within the platform.

Scheduler

StateServ Medical
09.2017 - 04.2019
  • Coordinated between patients and healthcare professionals to meet Hospice needs.
  • Planned and delegated work efficiently to meet daily, weekly, and production goals.
  • Maintained current knowledge of all personnel in the field and all completed deliveries, delays and pick ups.
  • Answered Patients and Nurses requests with information about Durable Medical Equipment availability, Shipping information and status updates.
  • Optimized tractability, developing organization for Hospice contracts, records, reports and agendas.

Customer Service Representative

TriWest Healthcare Alliance
08.2016 - 09.2017
  • Scheduled and confirmed appointments for Veterans over phone and email. Communicated with Veterans about rescheduled and missed appointments.
  • Verified that Veterans had proper insurance coverage prior to any procedures or appointment scheduling.
  • Managed large volumes of daily outgoing calls and emails while adhering to predetermined quotas.
  • Provided exceptional customer service through effective telephone communication and follow-ups.

Customer Service Representative

United Healthcare
05.2014 - 08.2016
  • Provided a high level of service by carefully explaining details about Customers insurance policies.
  • Followed polices and guidelines to protect sensitive data
  • Managed denials, late payments, extensions and other special circumstances by following up with relevant parties.
  • Processed applications, payments, corrections, and cancellations.
  • Verified that patients had proper insurance coverage prior to any procedures or appointment scheduling.

Education

Associate of Science -

Northeastern Junior College
Sterling, CO
2014

Skills

  • Excellent Communicator and Analytical
  • Root cause analysis
  • Project management
  • Computer Proficient
  • Adaptability and flexibility
  • Accuracy And Attention To Detail
  • Data analysis and trend identification
  • Problem-solving
  • Interpersonal
  • Teamwork and collaboration
  • Customer Relationship Management (CRM)
  • Training and development

Timeline

Quality Assurance Auditor

DoorDash
10.2021 - Current

Drive Support Representative

DoorDash
04.2019 - 10.2021

Scheduler

StateServ Medical
09.2017 - 04.2019

Customer Service Representative

TriWest Healthcare Alliance
08.2016 - 09.2017

Customer Service Representative

United Healthcare
05.2014 - 08.2016

Associate of Science -

Northeastern Junior College

Similar Profiles

CREATE PROFILE
TONYA PIPER