This position is responsible for ensuring that all company products and services consistently meet consumer expectations and market demands. Daily duties include overseeing employee performance to maintain high-quality standards, planning and conducting internal quality audits to identify potential errors and recommend corrective actions, and utilizing Microsoft Excel to compile, analyze, and organize data to investigate the root causes of lost opportunities. Additionally, the role involves verifying that all work aligns with client specifications by reviewing images, customer accounts, and relevant data to ensure accuracy and compliance with established standards.

In this role, I collaborated closely with the Line of Business (LOB) client on calibrations, new program implementations, and process analytics to drive continuous improvements. I was trusted to identify and implement change management strategies that enhanced both agent and program performance. Additionally, I gathered relevant information to conduct one-on-one coaching sessions, addressing any challenges employees faced and providing targeted support. I also led team meetings, calibrations, and huddles, assuming the role of team manager by guiding the group, responding to questions, offering support, and motivating team members to consistently perform at their highest potential.

As a Subject Matter Expert (SME), my primary responsibility is to ensure that all project and program deliverables are accurate and aligned with stakeholder requirements, legislation, policies, standards, and best practices. This includes facilitating team huddles based on updates from various sources, such as refresher reinforcement and upskilling sessions, client training refreshers, policy syncs, train-the-trainer sessions, and internal calibration sessions. Additionally, I conduct one-on-one, side-by-side audits with agents who require improvement, providing guidance and support to enhance performance and ensure compliance with established standards.

I am responsible for the day-to-day management of internet content, ensuring a high-quality experience for millions of users. My role allowed me to make a direct and significant impact on the quality of social media and advertising products. I oversee optimal quality and productivity levels through detailed data analysis, with a specific focus on social media channels. This includes screening and removing fake or malicious user profiles, as well as addressing spam, scams, and trolling in social media posts and comments to maintain a safe and positive online environment.

I am responsible for processing payments made by credit card and check, as well as researching and resolving customer disputes. This includes addressing customer complaints by making necessary adjustments and requesting documentation for special payment arrangements. I analyze each customer account to ensure that all loan repayment agreements are consistently monitored and followed up on. Additionally, I maintain thorough records of all client correspondence in the business database, documenting details about the nature of the conversation, any commitments made, and the agreed-upon payment terms to ensure accuracy and accountability.