VANCE THOMAS WILCOX
Draper,UT
Summary
Quality Assurance Subject Matter Expert providing advanced technical knowledge and analysis of highly specialized applications and operational environment. Perform complex functional systems analysis, design, training, and implementation advice on complex problems, including esoteric problems requiring extensive knowledge of subject matter.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Subject Matter Expert
Acima
01.2025 - Current
- Led cross-functional teams to develop and implement training programs for new software systems.
- Analyzed complex data sets to identify trends, enhancing decision-making processes across departments.
- Collaborated with operation managers to refine operational procedures, improving service delivery efficiency.
- Provided expert guidance on industry regulations, ensuring compliance in all organizational practices.
- Developed comprehensive documentation and training materials to support knowledge transfer among team members.
- Evaluated emerging technologies, recommending solutions that align with strategic objectives and enhance performance.
- Managed complex projects from inception through completion, delivering high-quality results within tight deadlines.
Quality Assurance Analyst
Acima
08.2023 - 01.2025
- Analyzed and remediated agents to ensure utmost customer quality assurance.
- Met quotas and established techniques to maximize work efficiency.
- Competent in assisting peers with tasks and make up work.
- Assessed additional tasks and projects to increase overall effective workload.
- Cooperated with multiple managers, coaches, and supervisors to upkeep communication and employee performance.
Chat and Collections Agent
Acima
02.2022 - 09.2023
- Used various skills to resolve problems in a reasonable amount of time.
- Handled customer service issues by professionally answering customers' questions and inquiries.
- Evaluated trends in customer service issues to analyze complaints and identify opportunities for improvement.
- Handled client inquiries with exceptional professionalism and enthusiasm.
- Negotiating settlements and providing up-most gentility to customers in need.
- Maintained Top Performer for continuous months whilst circumventing chat remediations.
Customer Service Representative
Acima
10.2021 - 02.2022
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Upheld quality control policies and procedures to increase customer satisfaction.
Starbucks Barista
Starbucks
10.2020 - 09.2021
- Maintained calm demeanor during high-volume periods and special events.
- Prepared and served coffee, espresso drinks, blended coffees and teas.
- Memorized official and off-menu coffee and tea preparations.
- Maintained clean and organized workspace, enabling coworkers to locate resources and products.
- Supported highest standards of conduct and service to support company reputation.
Education
High School Diploma -
Alta High School
Sandy, UTSkills
- Adaptive team player
- Technologically savvy
- Analytical thinking
- Quick Implementor
- Knowledgeable
- Virtuoso of Patience
- Problem-solving abilities
- Report generation
- Report creation
- Creative solutions
- Innovative mindset
- Team building
- Process optimization
- Product organization
- Optimized personage
- Excellent communication
Accomplishments
- Enhanced QA structure by introducing Incontact for CES tasks.
- Documented and resolved Operations-to-QA calibration which led to compliance alignment.
- Managed team of 25 staff members.
- Rebuilt QA format and introduced contract company Concentrix QA to bring amalgamation.
- Lead various projects to enhance QA efficiency resulting in an increase of customer satisfaction across all LOBs.
- Effectively sustained other various special projects alongside SME service.
Certification
- CompTIA A+ Core 1 (220-1101) Training - March 12th, 2025.
- CompTIA A+ Core 2 (220-1102) Training - March 30th, 2025.
- CompTIA Network+ (N10 - 009) Training - June 10th, 2025.
- CompTIA Security+ SY0-701 Training - Current.
Timeline
Subject Matter Expert
Acima
01.2025 - Current
Quality Assurance Analyst
Acima
08.2023 - 01.2025
Chat and Collections Agent
Acima
02.2022 - 09.2023
Customer Service Representative
Acima
10.2021 - 02.2022
Starbucks Barista
Starbucks
10.2020 - 09.2021
High School Diploma -
Alta High School
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