Client Relationship & Project Management:✔ Act as the primary client liaison, establishing strong relationships and understanding their needs.✔ Collaborate with clients to define project requirements, scope, and deliverables.✔ Oversee QA projects, ensuring adherence to timelines and budgets.✔ Develop project plans, monitor progress, and communicate updates to stakeholders.Team Leadership & Quality Assurance:✔ Lead and mentor QA testers, fostering growth and assigning tasks effectively.✔ Define and implement QA processes to ensure consistent delivery.✔ Conduct quality reviews and audits, staying current with industry trends.✔ Manage team resources and approve schedules, promoting accountability.Self-Accountability & Advocacy:✔ Take ownership of personal and team deliverables, addressing obstacles proactively.✔ Maintain transparent communication regarding schedules and milestones.✔ Advocate for necessary changes to improve team well-being and drive positive outcomes.✔ Collaborate with senior management to implement changes benefiting clients, employees, and the business.

As a team lead I served as both an Account Manager and Team Lead, responsible for managing client relationships and overseeing the QA testing team to ensure the successful delivery of QA services.Client Relationship: ✔ I was the main liaison fostering strong relationships, collaborating on project definition and scope and addressing client concerns promptly for resolution. ✔ I would effectively convey client requirements to QA teams to ensure execution and delivery of projects was within timeline and budget. ✔ I would develop project plans, schedules, and resource allocations in collaboration with the QA testing teams.Team Management & Leadership: ✔ I played a key role in defining and implementing QA processes, methodologies, and best practices to ensure the consistent and efficient delivery of QA services. ✔ I led and mentored a team of QA testers, providing guidance, support, and feedback to foster professional growth and development.✔ Most importantly as a team lead, I promoted a company culture of collaboration and inclusivity, encouraging the sharing of knowledge and best practices.

𝐐𝐮𝐚𝐥𝐢𝐭𝐲 𝐀𝐬𝐬𝐮𝐫𝐚𝐧𝐜𝐞✔ Led the expansion of the Q.A. department's monitoring efforts from one team in 2020 to seven teams in 2022. ✔ Q2 2020 I was overseeing an average of 150 evaluations/month for one team. Ending Q4 my team averaged 375 evaluations/month across four teams. ✔ In 2021 my team maintained an average of 375 evaluations/month while adding monitoring efforts to a fifth team. ✔ For 2022, my team is averaging 460 evaluations/month across seven teams. ✔ Facilitated the implementation of a quality management analytics software through NICE InContact CXOne.✔ Lead the merger of the Q.A. and Training departments, tripling departmental staff.✔ Developed an S.O.P. manual for the quality assurance department.𝐓𝐫𝐚𝐢𝐧𝐢𝐧𝐠✔ Managed 58 training classes for seven teams within the contact center since March 2021. ✔ Restructured training classes and materials to adapt to a fully remote workforce.✔ Coordinate with client services, team supervisors and HR to identify and improve retention efforts based on trainees feedback.✔ Applied various coaching techniques and tools to support trainers and quality specialists to improving agent performance.

✔ Acted as a catalyst for change in company wide quality and customer experience standards.✔ Established and track quality department goals and objectives through completion.✔ Collected, analyzed and summarized information to prepare quality documentation and reports on trends, failed processes, stability studies, and corrective actions..✔ Determined, negotiated and agreed to in-house quality assurance procedures, standards and specifications. Created in-house documentation to support.✔ Evaluated interactions between associates and customers to assess personnel performance and implement strategies for customer satisfaction improvement.

𝐁𝐫𝐚𝐧𝐜𝐡 𝐎𝐩𝐞𝐫𝐚𝐭𝐢𝐨𝐧𝐬✔ Coordinated daily functions and communication between the Marquette and Iron Mountain, MI branches.✔ Assisted with scheduling equipment delivery to patients and processing post-delivery paperwork. ✔ Assisted with coordination of patient Positive Airway Pressure (PAP) classes to ensure patients understand and were comfortable with the equipment. ✔ Handled requests for audit/documentation purposes from internal and external requests, including Medicare audits.𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 | 𝐏𝐚𝐭𝐢𝐞𝐧𝐭 𝐈𝐧𝐭𝐞𝐫𝐚𝐜𝐭𝐢𝐨𝐧𝐬✔ Was the first point of contact to patients in Marquette, MI branch. Initiating patient contact on new orders, introducing our company, and our local team. ✔Processed intake to qualify orders based on insurance guidelines, confirming delivery appointments, and performing post-delivery work order confirmation and data entry.✔ Assembled paperwork instructions and other non-licensed activities as defined by policy.✔ Conducted downloads of recording devices such as apnea monitors, oximeters, CPAP devices, and other respiratory equipment.✔ Collected credit card/billing information as needed.✔ Completed paperwork, explaining insurance and out-of-pocket expenses to patients. ✔ Performed outbound customer satisfaction calls to patients and referrals upon delivery of equipment.

𝐆𝐫𝐨𝐰𝐭𝐡 𝐚𝐧𝐝 𝐃𝐞𝐯𝐞𝐥𝐨𝐩𝐦𝐞𝐧𝐭 ✔Submitted a proposal to we establish an online department to oversee all online merchandise orders and promotions. ✔ Through business analysis, I identified an opportunity to grow online sales, focusing on product updates, since our website did not speak to the storefront inventory system. ✔ Over the next two months, the company gained a secondary merchandise website presenting the need to hire two full time managers, who reported directly to me. 𝐃𝐚𝐢𝐥𝐲 𝐎𝐩𝐞𝐫𝐚𝐭𝐢𝐨𝐧𝐬✔ Oversee inventory levels for the academic and athletics official websites. While we could not control the design of the website at storefront level, we were responsible for updating inventory counts available. Selected feature items to be displayed on the athletic site. ✔ Coordinated with a team at the corporate office to ensure all new merchandise was represented on the websites as quickly as possible, once receiving it in store. ✔ Myself and my team worked closely with drop ship vendors on order submission and tracking.✔Assisted with buying decision for products carried in both the store and online.𝐓𝐞𝐚𝐦 𝐀𝐜𝐜𝐨𝐦𝐩𝐥𝐢𝐬𝐡𝐦𝐞𝐧𝐭𝐬 💲Gained back control of the athletics website in July 2016. 💲 Developed the relationship with the college of Nursing to have all undergraduate and graduate students place orders through our websites for their nursing supplies. This entailed an additional 300+ orders placed by students every year, resulting in an increase of estimated $40,000 to our academic website. 💲Expanded our drop-ship program to offer customers a broader range of products.💲Established new vendor accounts while expanding product offering with long standing accounts.

✔ Oversee inventory levels for the academic website to ensure inventory levels were accurately represented. ✔ Cross trained in the textbook department to assist with online orders. Focused on back-ordered items to ensure student's orders were fulfilled within a timely manner. ✔ Assisted in the merchandise department with receiving, back-stock organization and product placement on our sales floor. ✔ Cross trained with the athletics merchandise store, overseeing various athletic events with a team of associates.

✔ Focused on sales and operations within our store by maintaining it's visual integrity. ✔ Plan and coordinate with each team member expectations for visual changes and deadlines. Averaged new floor-sets every three to four weeks to highlight the focus of product offerings during upcoming holidays and seasons. ✔ Oversee daily store standings. ✔Coached our team on how to improve or maintain our current sales, marketing efforts, and phone and email capture.✔ Weekly analysis of marketing efforts against sales to determine biggest area(s) of opportunity. Relay that information to our team so our store can succeed as just that, a team. ✔ Organized back-room and storage spaces on the sales floor, maintaining visuals ensuring visual features were fully stocked.✔Oversee shipments to ensure inventory levels are being tracked as accurately as possible.✔ Worked 1-1 with the Training Store Manager and District Manager to track progress of the store's goals and develop my skills as a leader within our company.

✔ Focused on business operations overseeing weekly shipments. ✔ Ensured product received matched product shipped to keep inventory as accurate as possible. ✔ Managed the back-room's organization for easy access to product. ✔ Coaching staff members on product organization to ensure the sales floor fully stocked.✔ Participated in every floor-set and perimeter change to help ensure the store was showcasing the most up-to-date product for our customers to shop. ✔ Traveled to area stores within the district to assist with their store's inventory organization and product placement throughout their sales floor.

✔ Focused on operations management and inventory control. ✔ Oversee weekly shipments, including training all staff on proper inventory procedures. ✔ Prioritized back room organization to ensure adequate product is going to our sales floor.

✔ Assisted in the preparation of the CHM 1010/1020 labs each week, preparing solutions, organizing equipment and materials, and cleaning the lab.✔ Performed the lab in advance and troubleshoot potential problems for the students. ✔ Worked independently in grading papers to assist four different professors. ✔ Weekly, I served as a teaching assistant in lab.

✔ Assisted with scheduling park and building reservations on city property. ✔ Assisted in preparing monthly expense reports and worked with the new administrative director to balance previous monthly reports for the months when there was not a standing director. ✔ Weekly, collaborated on cost analysis reports for weekend tournaments and community events.✔ Prepared daily cash flow sheets to monitor income from the various classes held at the recreation center. ✔ Assisted in the planning and preparation for the town's 9th annual Red, White and Bluegrass Festival held in Morganton, NC.

✔Prioritized customer experience based on their wants.✔ Managed inventory placement throughout sections and prepare for weekly shipments. ✔ Created focal points and end caps to promote sale items. Majority of the time we were given planograms from corporate; occasionally having to alter the focal point to match inventory levels on hand. Arranging inventory by a standardized layout when deemed necessary. ✔ Promoted in-store specials over the intercom system every five minutes during peak hours.✔ Cross trained to operate the cash register as well as processing returns and exchanges.