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.
• 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.
• 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.
• 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