Heather Carlson Email & Phone Number

Loveland, Colorado, United States

Loveland, Co

Facilitate the processing of internal quality control measures to ensure quality standards are being met by staff who represent the company and provide a service to our client.

Loveland, Co

Review, data enter, and verify all aspects of background security investigations, to include professional communications with personal references, law enforcement agencies, and educational entities. Investigative analysis is applied to manage and verify application validity, while tasks are assigned to field and in-house agents for completion.

To improve agent consistency, self-initiative, and success, I initiated training documents, improved existing training material, facilitated training and conference calls to discuss research and problem solving for problematic issues to decrease rework and errors. Cooperatively, I als of acilitated and participated in client conference calls to discuss database discrepancies and billing anomalies to resolve and improve future potential time- consuming ordering or billing issues. Working closely with the client enabled me to forsee any protential billing issues and act immediately to resolve them prior to the client's interest in the issue. Collaborating professionally with many different individuals is enlightening and enjoyable.

Team Manager- supervised an average of 8-10 technicians for inbound call center, monitored quality of calls, delivered and negotiated coaching opportunities, visually monitored call queue volume via CMS system, created powerpoint presentations for call management and forcast, completed and delivered via email client Excel report providing details of call volume and cost per month.

Bachelor'S Degree, Sociology, 3.88 Gpa

Finally completed my Bachelor's degree in Sociology, while working full-time and raising 2 children as a single parent. My education will.

Human Service Management, Human Services, 3.95

Associate Degree in Human Service Management