Kadie Cooper Email and Phone Number

o Managed, mentored and evaluated 8-14 quality control staff members and assisted in recruiting and hiring new personnel.o Trained tenured and new hire employees in proper equipment use and product testing procedures.o Led and coordinated activities of quality control inspection department, verifying operational compliance with quality processes and procedures.o Generated and published reports detailing results of process, product and department audits and inspections, describing corrective actions required.o Submitted payroll on a weekly basis and monthly bonus.o Followed proper company guidelines regarding submitting employee doctor notes for sickness benefits, PTO and requests/ schedules for employee vacation.o Prepared/ submitted employee weekly schedules and completed different administrative tasks such as coaching, data entry, data analysis, team meetings, Key Point Indicator tracking/ updating and QA scorecard procedure updates.o Acted as a liaison for my department while reaching out to our valued clients/ managers via email, message and phone in relation to their different business ventures and campaigns.

o Audited agents daily inbound/ outbound calls depending on metrics assigned by team supervisor for the day.o Ensured the completion of team’s task assigned and provided feedback to improve performance.o Investigated performance to maintain employee adherence to quality and safety policies. o Identified quality trends to investigate system errors, process inefficiencies and training needs. o Recommended improvements to systems and procedures for increased productivity.o Assisted with calibration and validation of production equipment prior to administration of quality control tests to guarantee accurate data.o Reported daily, weekly and monthly on audit results to inform clients of areas in need of improvement

o Answered a high volume of inbound calls daily and performed customer call backs when instructed/ necessary.o Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.o Met and exceeded call speed, accuracy and volume benchmarks on consistent basis. o Reviewed files, records and other obtained documents to respond to customer requests. o Maintained strong call control and quickly worked through scripts to address problems.o Asked probing questions to determine service needs and accurately input information into electronic systems. o Assisted customers with making payments or establishing payment plans to bring accounts current.