NICE
Hi, I’m
Yolande Vicks
Quality Assurance Analyst
Macon,GA
The real test is not whether you avoid this failure, because you won’t. It’s whether you let it harden or shame you into inaction, or whether you learn from it; whether you choose to persevere.
Barack Obama
Summary
Quality Assurance Specialist with over 15 years of documented quality control success and telecommunications management and training. Develops specific and measurable goals, improvements, and standards to continuously and consistently improve quality and reduce and eliminate errors. Successfully audits and maintains product accuracy and timely delivery resulting in customer satisfaction. Initiates quality-related SOP training and enforces procedural adherence.
Overview
21
years of professional experience
1
Certification
Work History
TheKey
Quality Assurance Agent
09.2022 - 09.2024
Job overview
- Updated quality control standards, methods, and procedures to meet compliance requirements.
- Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
- Improved quality processes for increased efficiency and effectiveness.
- Liaised with HR manager to organize and perform quality standard training for new and existing staff.
- Documented findings and produced QA KPI reports.
- Developed and implemented quality assurance improvements.
- Performed continuous reviews of quality management system.
Macon-Bibb County Consolidated Government
Communications Officer
03.2012 - 08.2019
Job overview
- Received a constant flow of pertinent dictation, created written files, and maintains records
- Acted as a liaison for Fire, EMS, EMA, Sheriff, and other municipalities
- Trained, Supervised and Coached Staff
- Operated a Georgia Crime Information Center and National Crime Information Center Terminal
- Implemented a new computer-assisted dispatcher system that reduced the average first response time by 23%, resulting in improved civilian satisfaction and decreased wait times
- Received the "Beyond the Call of Duty" Award at the City Hall in August 2014
- Received the "Stellar Service" Award in December 2016
BellSouth International, Inc. (AT&T)
Interim Supervisor
04.2004 - 06.2005
Job overview
- Motivated team members to achieve daily and monthly objectives
- Handled conflict resolution pertaining to irate and interpersonal relationships
- Assisted with Customer Support
- Interpreted and enforced policy and procedures
- My team increased the revenue from new sales by 12% from Q2/2004- Q1/2005
BellSouth International, Inc. (AT&T)
Small Business Sales Representative
04.2003 - 03.2006
Job overview
- Consistently achieved a customer satisfaction rating above 95% by providing exceptional service and resolving issues promptly using active listening techniques
- Resolved Customer issues with expediency and confidentiality
- Collaborated with cross-functional teams to escalate and resolve complex customer issues, ensuring a seamless customer experience
- Assisted in troubleshooting and repair using POTS and DSL, Data Entry
- Completed billing inquiries, received payments, and offered the latest phone technology
- Provided award-winning Customer service
- (2004,2006)
- Top 10% Sales Representative (2003-2005)
Education
Troy UniversityMontgomery, AL
Bachelor of Arts from Criminal Justice
05.2010
Fort Valley State UniversityFort Valley, GA
Bachelor of Arts from English Language And Literature
05.2004
Skills
- Web Chat
- Customer Service
- Sales Management
- Coaching
- Quality Management
- Compliance standards
- Sample auditing
- Inspections and reviews
- Data Analysis
- ISO Standards
- Procedural updates
- Tool use and calibration
- Compliance regulations
- Compliance review
- Documentation And Reporting
- Correction action planning
- Team Collaboration
- Detail Oriented
- Scripting Languages
- Technical Documentation
- Critical thinking abilities
- Root Cause Analysis
- Materials Preparation
- Online Instruction
- Remote Learning
- Proficient in MS Office, NICE, CXOne, Google Office, Cisco
Accomplishments
Above and Beyond the Call of Duty - Macon-Bibb County Consolidated Government Aug 2014 Commendation given by then-Mayor Robert Reichert and Macon-Bibb City Council
Certification
Certified Customer Service Professional (CCSP) - Bellsouth, 06/2003, 06/2006
Awards
Above and Beyond the Call of Duty, Macon-Bibb County Consolidated Government, 08/2014, Commendation given by then-Mayor Robert Reichert and Macon-Bibb City Council
Software
Salesforce
Google Analytics
Speech Analytics
Microsoft Office
Teams
Google Office
CX One
Survey Monkey
Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Work-life balanceWork from home option401k match4-day work weekCompany CultureTeam Building / Company RetreatsLanguages
Spanish
Limited Working
Timeline
Quality Assurance Agent
TheKey
09.2022 - 09.2024
Communications Officer
Macon-Bibb County Consolidated Government
03.2012 - 08.2019
Interim Supervisor
BellSouth International, Inc. (AT&T)
04.2004 - 06.2005
Small Business Sales Representative
BellSouth International, Inc. (AT&T)
04.2003 - 03.2006
Troy University
Bachelor of Arts from Criminal Justice
Fort Valley State University
Bachelor of Arts from English Language And Literature
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