Cheryl Ault Email & Phone Number

Review and analyze telecommunication packages. Prepare packages for delivery to client. Communicate discrepancies and errors discovered during the QA process to appropriate teams for resolution. Adhere to deadlines and expected delivery dates.• Support project managers and engineers to ensure consistency and accuracy in data elements.• Adherence to policy and procedure for external documentation. • Remain up to date on policies and procedures for all operations as changes arise.• Work on multiple projects and tasks simultaneously

Create and maintain Microsoft Forms for quality assurance procedures to monitor and evaluate incoming calls for a state government program, providing federal assistance for the unemployed.• Responsible for evaluating staff members on the quality of work against project standards.• Assist with the development and design of quality assurance forms to improve staff member performance.• Conduct monitoring activities for quality assurance purposes.• Remain up-to-date on policies and procedures for all operations, and update quality measurements as changes arise.• Assist in producing quality training materials and review and quality assurance procedures with staff members.

Center Valley, Pa

Managed training and quality for over 25 vendor agents. Created training documentation and conducted training, onsite in the Philippines and remotely. Reviewed offshore vendor output and assessed adherence to controls and compliance, including monitoring outbound calls. Set policy for data reporting and procedures. Developed customer experience evaluations. Managed inventory control and statistics for vendor. • Decreased turn-around time from 10-7 days by streamlining required research documentation• Improved customer satisfaction by 15% through outlining customer dissatisfiers and monitoring vendor telephone interactions• Increased quality scores by 4% through on-going training sessions and monthly knowledge shares

Center Valley, Pa

Created, reviewed, and maintained D&B corporate hierarchy training materials. Worked with Fortune 500 companies to ensure their facilities and operations details were accurate for key government contracts. Quality reviewed imported financial and profit and loss statement entries. Managed inventory control and statistics for vendor teams. Traveled to offshore vendor sites (India and Netherlands) to conduct extensive training of management, trainers, and employees.• Reduced process turnaround time from 45 to 30 days through a process improvement which identified duplication of research and customer efforts• Improved department quality and turnaround times by developing a department training guide, which contained project guidelines along with company training policy and documentation• Improved internal customer satisfaction by decreasing project turnaround times, reducing the turnaround from 10 to 7 days

Associate’S Degree, Business Administration

Business Administration