Andrew Bohnert Email & Phone Number

Palmyra, Pa, Us

Austin, Texas, United States

Austin, Texas, United States

- Manage live chat quality operations, which includes consulting with department managers and developing and implementing quality policies and best practices. - Project lead for initiative to implement company-wide competency-based holistic call scoring practices.- Maintain expert-level knowledge of the key features of all partnered vendors’ software products across 42 different markets including, but not limited to, the CRM, ERP, Medical, and Project Management verticals.- Audit Sales Advisors’ interactions with clients during requirements gathering sessions to ensure clients’ needs are met and all policies and procedures are upheld. - Enhance sales team’s competency-based holistic call practices by leading one-on-one coaching as a subject matter expert.- Develop trainings and lead workshops for Sales Advisors on best practices for presenting clients’ software requirements when writing lead documents for distribution to partnered vendors.- Collaborate with Quality Assurance and Sales management to identify emerging negative quality trends and implement processes to mitigate risks. - Review an average volume of over 90 lead documents per day for spelling and content accuracy prior to distribution to partnered vendors while maintaining an error rate of less than 0.5%.

- Ensured quality of Sales Advisors’ interactions with clients by reviewing a minimum of 40 calls per week while maintaining 99% accuracy.- Provided ongoing, individualized training feedback in both written and verbal formats for Sales Advisors.- Calibrated with the quality department to uphold consistent messaging.- Analyzed client interactions to identify missed revenue opportunities.

Erie, Pennsylvania Area

- Oversaw daily operations of the Vertical Department as it relates to quality assurance.- Performed regular testing and inspection of in-process machined parts to ensure adherence to source blueprints and engineering drawings and to determine accuracy of part dimensions for the aerospace, power generation, and industrial markets.- Developed and implemented new methods for inspection and evaluation if no process existed or improved processes as needed.- Communicated complex instructions and information to machinists and other members of the Quality Inspection team

Erie, Pennsylvania Area

- Performed dimensional and visual inspections of both final and in-design products.- Developed methods for inspection on all first-run pieces.- Worked closely with engineers and machinists to correct any design or production errors- Ensured compliance with company standards.- Maintained privacy of customers’ blueprints.