Yaneidy Swanson
Bradenton,FL
Summary
Seasoned Quality Assurance Manager with a proven track record at Opticall Inc., enhancing product quality and customer satisfaction through rigorous internal audits and effective employee training. Expert in data analysis and management, with a knack for fostering collaboration and accountability. Achieved measurable improvements in QA processes, demonstrating exceptional analytical thinking and customer service skills.
Overview
17
17
years of professional experience
Work History
Quality Assurance Manager
Opticall Inc.
01.2015 - 03.2020
- Conducted regular audits to ensure adherence to established protocols, maintaining consistency across the organization.
- Trained team members on quality assurance principles, fostering a culture of accountability and high performance.
- Facilitated communication between departments regarding quality concerns, fostering collaboration towards shared goals.
- Enhanced product quality by implementing comprehensive QA processes and procedures.
- Investigated customer complaints and performed corrective actions to resolve quality issues.
- Assessed product quality by monitoring quality assurance metrics, reports and dashboards.
- Implemented corrective action plans based on audit findings, resulting in measurable improvements over time.
- Recorded, analyzed, and distributed statistical information.
- Trained client staff on customer service techniques to enhance customer interactions and satisfaction.
- Evaluated call recordings to identify opportunities for process and performance improvements.
- Compiled and distributed weekly reports detailing quality findings and improvement strategies.
- Identified operational inefficiencies and implemented solutions to enhance profitability.
- Ensured customer service was a top priority by fostering strong customer relationships.
- Collaborated with a team to identify and resolve quality issues, ensuring product standards were met.
- Streamlined computer programs to improve accessibility for new hires.
- Ensured client profiles were easily understandable for new hires through regular team collaboration.
- Partnered with veteran employees to elevate customer service capabilities.
- Guided team members in transforming inbound calls into consultations, driving improved conversion rates.
Customer Service Representative
Opticall Inc.
07.2012 - 01.2015
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Mastered new software to enhance customer service efficiency.
Sales Associate
Sunglass Hut
01.2011 - 10.2011
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Recommended complementary purchases to customers, increasing revenue.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Completed point of sale opening and closing procedures.
Sales Associate
Macy’s
03.2008 - 02.2010
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to build rapport and loyalty.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Performed cash, card, and check transactions to complete customer purchases.
Cashier
WholeFoods Supermarket
08.2003 - 09.2005
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Stocked, tagged and displayed merchandise as required.
Education
High School Diploma -
Memorial High School
West New York, NJ05.2022
Skills
- Internal audits
- Remote support / Analytical thinking
- Quality assurance management
- Quality testing
- Systems Admin
- Excel/ Word/ Powerpoint
- Employee training
- Data analysis
- Data Management & Reporting
- Customer service
Languages
Spanish
Native or Bilingual
Timeline
Quality Assurance Manager
Opticall Inc.
01.2015 - 03.2020
Customer Service Representative
Opticall Inc.
07.2012 - 01.2015
Sales Associate
Sunglass Hut
01.2011 - 10.2011
Sales Associate
Macy’s
03.2008 - 02.2010
Cashier
WholeFoods Supermarket
08.2003 - 09.2005
High School Diploma -
Memorial High School
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