Zélie Keefer
Miramar,FL
Summary
Motivated professional seeking to grow within a company that values hard work and responsibility. Experienced in quality control, team supervision, and compliance with industry standards. Strong leadership in driving continuous improvement and ensuring product excellence, with solid knowledge of quality management systems and problem-solving techniques
Overview
10
10
years of professional experience
1
1
Certification
Work History
Quality Assurance Supervisor
Nations Benefits
03.2022 - 07.2025
- Listened to and evaluated customer calls, identifying areas for improvement
- Analyzed quality metrics, providing insights for process optimization
- Trained Customer Service Representatives on QA best practices
- Participated in compliance audits, ensuring 100% adherence
- Developed and maintained QA documentation and procedures
- Collaborated with customer service teams to resolve quality issues
- Oversaw compliance with regulatory requirements, ensuring adherence to industry standards.
Daycare/VPK Floater and Aftercare Services
The Goddard School
02.2021 - 06.2022
- Learned child development knowledge and experience from ages 6 weeks to 5 years
- Lesson planning and curriculum implementation
- Coordinated aftercare activities
- Communicated with parents regarding daily activities and issues
Fronter/Pre-Qualifier
Insurance Line One
10.2020 - 02.2021
- High volume of a mixture of outbound and inbound potential clients for health insurance during the seasonal open enrollment period
- Pre-qualified individuals for eligibility for insurance and routed calls to the proper agent
- Proper disposition of calls and DNC practice
- Greeted clients with strong customer service skills and rebuttals
- Learned how to multitask and efficiently manage the system to navigate different plans
- Clear communication and problem-solving abilities
- Utilized strong active listening skills, to resolve conflict and de-escalate situations
- Managed a team of 6 Customer Service Against, while multitasking other duties
- Consistently had high QA scores and call metrics
Costumer Service Escalations Manager
Clover Health
08.2018 - 10.2020
- Handled various health plans ranging from private and public plans to Medicare and Medicaid
Cashier/Barista/Expo/Busser
Paul Bakery
06.2015 - 08.2018
- Processed POS and cash transactions accurately and efficiently
- Provided exceptional customer service in a fast-paced environment
- Maintained a clean and organized work environment, adhering to health and safety standards
- Gained experience making different drinks, running food, bussing tables, etc.
Education
High School Diploma -
SunFire
Skills
- Microsoft Office, Excel, Sheets, Word, Outlook
- Accurate and efficient data entry skills
- Familiarity with various CRM software’s like Genesys, Salesforce, Zen Desk, Nextiva, Microsoft, and Five9
- Corrective action planning
- Auditing techniques
- Quality inspection
- Training and mentoring
- Customer complaint handling
Accomplishments
• Most Valuable Player Award at Nations Benefits
• Top performing fronter for open enrollment (October-
December) at Insurance Line One
• Customer Service Champion Award at Clover Health
• Guest Service Award at Paul Bakery
Certification
- Florida DCF Childcare Training Certification
- DALF C2: Advanced French Studies Diploma Level C2
LANGUAGES
English – Fluent
French – Fluent
Awards
Most Valuable Player Award at Nations Benefits, Top performing fronter for open enrollment (October-December) at Insurance Line One, Customer Service Champion Award at Clover Health, Guest Service Award at Paul Bakery
Timeline
Quality Assurance Supervisor
Nations Benefits
03.2022 - 07.2025
Daycare/VPK Floater and Aftercare Services
The Goddard School
02.2021 - 06.2022
Fronter/Pre-Qualifier
Insurance Line One
10.2020 - 02.2021
Costumer Service Escalations Manager
Clover Health
08.2018 - 10.2020
Cashier/Barista/Expo/Busser
Paul Bakery
06.2015 - 08.2018
High School Diploma -
SunFire
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