Anna Darosa Email & Phone Number

Hilmar, California, United States

Ensure all product is stocked and ready for purchase and order product as needed. Take down displays and reset according to planograms. Interact with store management to ensure satisfaction with product and service. Travel from store to store in a timely manner. Track disposition of expired product. Track time and mileage. Work independently with minimal supervision.

Turlock, Ca

Evaluation of customer service and emergency line calls. Developed programs for emergency line, mail order, and trainee evaluation, appraised and restructured existing customer service program. Responsible for issue identification and provision of detailed reports. Implemented tracking system to aid in tracking and trending of performance and initiated a monthly reporting system. Worked independently with minimal supervision.

Responsible for reviewing member profiles to ensure completion and accuracy. Identify information vital for first responders in emergency situations and set up appropriate engravings. Correspond with members to obtain information and engraving approval. Respond to emergency calls, quickly identify the type of call and handle according to standard operating procedures. Provide information to authorized personnel in a professional, efficient manner. Facilitate communication between first responders and family members/caregivers.

Turlock, Ca

Responsible for reviewing member profiles to ensure completion and accuracy. Identify information vital for first responders in emergency situations and set up appropriate engravings. Correspond with members to obtain information and engraving approval. Respond to emergency calls, quickly identify the type of call and handle according to standard operating procedures. Provide information to authorized personnel in a professional, efficient manner. Facilitate communication between first responders and family members/caregivers

Authored user guides designed to assist staff in effective usage of call monitoring tools, as well as standard operatingprocedures, tests and study guides.QA Program Design and ImplementationPlayed a key role in the design of the first online quality assurance tool in telerelay. Responsible for coordinatingimplementation and training of this program.

Demonstrated knowledge of FCC regulations, individual client requirements necessary to ensure compliance with applicable laws and contracts. Conducted call monitoring through side-by-side sessions (using a Y-cord), remote call observation, and placement of test calls. Provided feedback to operators regarding call performance. Collaborated with support and management staff in call monitoring, issue identification, and action plan development. On-time delivery of reports, including data analysis and issue tracking. Conducted employee evaluations, and worked with employees to develop goal attainment plans. Developed and implemented a variety of incentive programs. Participated in management meetings with department heads to coordinate functions and operations between departments. Responded to requests for information relating to all areas of quality assurance including clarification of FCC, state, business, and customer expectations, and call scoring. Wrote scripts for call handling, test call placement, and operator certification testing.

Updated training materials, as needed. Coordinated training schedules with operations and human resources. Conducted new hire training. Developed a mentor program to assist struggling trainees and improve new hire retention. Created new team member packet to introduce supervisors to new operators. Timely delivery of reports to department heads.

Busines And Marketing

Certificate, Medical Transcription

Business Administration, Marketing