Performed transactions audit for voice and non-voice customer service for an international power and gas utility company. Review, confirm and report compliance with process/procedure requirements, quality certifications and Accenture delivery methodology. Perform quality inspections, document findings using required audit process/procedures.Ensure quality standards are met by creating error trend analysis and scorecards and proposing immediate action plans. Act as point of contact for policy/procedure updates.

Performed transactions audit for back-office claim processing for an international health insurance company. Review, confirm and report compliance with process/procedure requirements, quality certifications and Accenture delivery methodology. Perform quality inspections, document findings using required audit process/procedures.Ensure quality standards are met by creating error trend analysis and scorecards and proposing immediate action plans. Act as point of contact for policy/procedure updates.

Performed transactions audit for back-office process related to provider data services and credentialing for an international health insurance company. Review, confirm and report compliance with process/procedure requirements, quality certifications and Accenture delivery methodology. Perform quality inspections, document findings using required audit process/procedures.Ensure quality standards are met by creating error trend analysis and scorecards and proposing immediate action plans. Act as point of contact for policy/procedure updates.

Supported the Ad Optimization team by creating and updating daily performance reports. Performed real time optimization and ensures that all social media ads are within specified targets.Created and sent daily performance reports.Performed real time optimization on Facebook, Twitter, and Yahoo ads and ensured that they stayed within target and do not overspend.

Supported the Process Improvement Manager in initiating process improvement projects across Business Units.Assisted the Process Improvement Manager in conducting audits in accordance with established operational benchmarks.Created and sent daily, weekly, and monthly call driver reports.

Performed transactions audit for voice and non-voice customer service for an international telecommunications company.Responsible for ensuring that Customer Service Representatives follow the client's quality standards.Ensured that agents are given proper coaching and quality feedback.Performed special studies (Time and Motion, CSS feedback, Sales Validation, etc.) as required by the client.

Responsible for providing Customer Care solutions according to the Service Level Agreements and Company quality and quantitative standards, by ensuring that Customer Care needs are resolved in a timely fashion.Ensured that customer inquiries are answered and customer needs are provided in a prompt and accurate manner.Provided appropriate support or expertise to the other members of the team.

Responsible for providing Customer Care solutions according to the Service Level Agreements and Company quality and quantitative standards, by ensuring that Customer Care needs are resolved in a timely fashion.Ensured that customer inquiries are answered and customer needs are provided in a prompt and accurate manner.Created a sales package appropriate for the customer’s needs.