• Policy & Process Management: Oversaw and managed key policies and processes, supporting two distinct workflows, a quality analyst, and a team of 24 agents.• Team Leadership & Mentorship: Provided expert guidance and mentorship to the team, assisting with complex policy questions and administrative inquiries, demonstrating strong coaching abilities.• Operational Efficiency Enhancement: Actively provided feedback on workflow and policies to stakeholders, leading to significant improvements in operational efficiencies.• Policy Implementation & Compliance: Ensured timely implementation of policy updates for 24 agents, achieving a high compliance rate with a 90% proficiency benchmark.• Support & Task Management: Assisted the QA and Team Lead with ad-hoc and short-term tasks, effectively contributing to meeting critical deadlines

• Quality Issue Identification & Resolution: Identified and addressed quality-related issues for over 20 agents, contributing significantly to the success of assigned projects.• Quality Audit & Service Assurance: Performed regular quality audits adhering to established standards, ensuring the provision of consistent, high-quality services to clients as per department metrics.• Calibration & Reporting: Facilitated calibration sessions with Team Leads, generating timely and accurate reports on daily, weekly, and monthly bases.• Performance Excellence & Coaching: Exceeded volume and quality targets for all quality assurance audits, maintaining a 90%+ success rate. Delivered both individual and group feedback and provided coaching sessions to uphold quality metrics for stakeholder requirements.

• Digital Content Safety & Security Enforcement: Enforced the safety, security, and trustworthiness of digital content through analytical thinking and problem-solving across various workflows.• Policy Compliance & Inquiry Resolution: Consistently updated with client policies and guidelines, adeptly resolving inquiries as per defined policies and procedures.• SOP Development & Improvement: Revamped a Standard Operating Procedure (SOP) from the ground up to be incorporated by stakeholders for the assigned project.• Achievement & Recognition: Received numerous Ad-Star awards for high accuracy, innovative process improvements, and high production metrics within the team.

Overview Summary: Responsible for ensuring the safety, security, and trustworthiness of digital content• Analyzed and reviewed user profiles, videos, and text-based content and resolved issues that were reported by users or flagged by the system.• Used problem-solving skills that continuously delivered value to the clients• Understood and remained up to date with client policies and guidelines andresolved inquiries according to defined policies and procedures• Assisted with other team members to answer any questions regardingspecific workflow(s)

Answered phone in a professional manner, screened incoming calls, directed calls to the appropriate department and relayed messages to staff. Provided clerical support to the agency administration in accurate and efficient manner. Assisted with timely processing of staff payroll. Followed departmental policy and procedures for filing and scanning into the EMR (Electronic Medical Records). Maintained communication system for employees to include bulletin boards, postings, and memos to include Everbridge. Has knowledge of and understands current JCAHO Standards for the operational aspects of the department. Contributed to a positive image, consistent with the goals, policies and procedures of the hospital and department. Assisted in departmental, hospital and community in-services/education when assigned. Actively participated in Performance Improvement for department. Prepared spreadsheets, maintained workbooks, scheduled, reported and tracked information for home care clinical department to include: ordering of clinical supplies and administrative supplies.

Performed various clerical duties throughout Fort Hood as assigned per Project Manager.From January 2009 to September 2013 performed as an Office Automation Clerk at theCopeland Soldier Service Center (medical in-processed new soldiers arriving to Fort Hood).From September 2013 to March 2014 performed as a Supervisor Lead for any ASP employee’sthat were assigned at the Solider Readiness Program (ensured all soldiers returning or deployingfrom Fort Hood were up to date with their shots). From March 2014 to September 2014performed as an appointment clerk at the Patient Appointment Services (answered the phonesand booked appointments for anyone that was tied with the military for Fort Hood).