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Travena Christine terry
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CX Quality Analyst at Independent pet group-Frostproof
Frostproof, Florida, United States
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Quality Assurance SpecialistAssistRxDec 2023 - Current (2 years 7 months)- Quality Assurance SpecialistAssistRxDec 2023 - Current (2 years 7 months)• identifying, analyzing, and developing improvements in productivity, quality, client relationships, and customer service. • regularly provides support to the department manager and occasionally Senior Leadership in order to effectively maintain program operations and goals. • Monitoring associate calls and providing feedback to program managers on associate strengths/coaching opportunities • Reviewing associate case records to ensure program metrics are met • Preparing call center reports and tracking service trends • Participating in the creation and maintenance of program SOP's • Assisting with user acceptance testing of program platform (eCase, iAssist) • Monitoring program AE's • Pharmacological adherance to HIPPA.
- ICustomer Experience Quality AnalystIndependence Pet GroupMay 2023 - Dec 2023 (8 months)• Data Collection and Analysis: Gather and analyze data from multiple sources, including customer • feedback, surveys, website interactions, and operational data to identify trends and patterns. • Customer Behavior Analysis: Investigate and evaluate customer behavior, preferences, and pain points to uncover opportunities for improvement. • Performance Metrics: Develop and maintain key performance metrics related to customer experience, • such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES). • Data Visualization: Create informative and visually appealing reports and dashboards to present data insights effectively to stakeholders. • Root Cause Analysis: Conduct root cause analysis to identify
- KTeam Leader ManagerKelly connect| Contact Center solutionsMay 2022 - Oct 2022 (6 months)• Increased productivity through effective change management practices by 20%. •viop management and monitoring Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures. • Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs. • Facilitated meetings to communicate team performance goals and results. • Met with clients to maintain communication to enhance teams' execution on new products. • Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation. • Implemented new compliance processes to streamline workflow within team • De
- TTechnical Support SpecialistFeb 2018 - Jun 2022 (4 years 5 months)• Answered customer telephone calls promptly to avoid on-hold wait times. • Provided primary customer support to internal and external customers. • Recommended products to customers, thoroughly explaining details. • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes. • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences. • Investigated and resolved customer inquiries and complaints quickly. • Responded proactively and positively to rapid change. • Met customer call guidelines for service levels, handle time and productivity (CSAT,AHT,Compliance,metrics). • Maintaine
- KQuality Assurance AnalystKellyConnect | Contact Center SolutionsJan 2018 - May 2023 (5 years 5 months)• Developed and maintained quality assurance procedure documentation. ◦ Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies. • Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training. • Monitored inbound and outbound calls made by 300 employees to provide constructive feedback. • Collected and analyzed activity data and initiated, developed and recommended improvements to systems, processes and procedures to increase productivity and reduce cost. • Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- User Experience ConsultantUserTestingApr 2016 - May 2018 (2 years 2 months)• Implemented user acceptance testing with focus on documenting defects, identifying bottlenecks and executing test cases. • Monitored resolution of bugs, tested fixes and helped developers tackle ongoing problems by providing QA perspective. • Documented testing procedures for developers and future testing use. • Tested functional and compatibility of new programs or updates in comparison to existing applications.
- SCustomer Service SpecialistStatesideBPOJan 2016 - Feb 2018 (2 years 2 months)
Education
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- EExcel Essential Training(Microsoft 365)
- IIntroduction to Data science
- IIntroduction to Cyber security
- CCertified Customer Success Manager (CCSM) level 1
- SSix Sigma White Belt
- B.S Information TechnologyFlorida International University
- IIntroduction to IoT
- AAI prompting Essentials Certified
- CCertified Team Supervisor (CTS)
- JJava Essential Training: Syntax and Structure
- AAI Business Leadership Certification
- SScrum
- MMSI Management strategy Institute Ambassador
- CCareer Essentials in Data Analysis
- MMS Excel: Manage and Report with Microsoft Excel (Basic)
- CCustomer
- BBusiness Management Certificate
- CCertificate in Project Management
- TTableau Essential training