Miranda Dopson Email & Phone Number

Boston, Massachusetts, United States

Prepare, implement, and measure quality assurance policies and procedures.Track and trend quality metrics, build weekly reporting, perform quality audits, and evaluate quality data to make recommendations for improvements.Identify and work to resolve agent and non-agent workflow and production issues through quality check processes.Address and discuss issues and proposed solutions with management and internal/external business partners.Ensure that customer support teams follow ButcherBox quality guidelines through quality audits and day-to-day channel monitoring.Contribute to training programs and learning/knowledge content.Distribute process documentation, knowledge and training resources, and updates to support teams, ensuring consistency across all support channels.Collaborate with teammates to continually improve processes, knowledge documents, and increase information accessibility.Function as administrator for quality systems and assist in training and support of system end users by providing guidance and expertise around system functionality.

Westwood, Ma

Responsible for all Order Entry, Customer Service and Administration for the company’s #1 customer: Import all orders via EDI system and review each order to ensure any discrepancies, such as pricing or availability issues, are resolvedEnsure ticket is printed to the appropriate warehouse and provide labelling as neededAdvise customer if material is not in stock and communicate lead times as more information becomes availableComplete routine tracking daily to monitor:Status of all open orders and factory backordersExpedite requestsEarly/late shipmentsStocking order statisticsReview weekly supplier performance reports and participate in a bi-weekly call with Customer representative to discuss scorecard and current lead times and to address any potential issues.Take inbound calls providing first call resolution to requests for returns, order tracking, and order issues.Support 3-4 Technical Sales Representatives by obtaining current pricing and order status information and by responding to their customers’ requests via email or phone as well as keeping them updated on the status of all open orders.Complete productivity reports for the Director of Sales to assist in tracking the performance of all Technical Sales Representatives.Responsible for the tracking and filing of all forms related to Government Rated Items sold.

Canton, Ma

Maintained client satisfaction through call monitoring, weekly reporting, monthly audits and by researching complaints. Communicated with Team Leads and Managers to ensure agents had the proper tools to improve from one call to the next. Addressed any trending discovered during call monitoring by informing support staff and rolled out tips and clarification to the agents.Promoted agent development by keeping in mind that certain situations required a specialized approach to ensure the agent understood expectations and had all of the information needed to meet them. Identified these cases and presented the Operations team with a suggested plan for the agent’s continued development.Traveled to other Computershare offices, as needed, to carry out the training of New Hire agents, Quality Assurance team members and group leaders.Ensured new agents started on the right path towards meeting high Quality standards by facilitating new hire testing before dialing started and provided Management with results and recommendations.Continued development of new hires through additional monitoring and separate reporting once dialing started.Followed up with customers directly to address complaints and/or rectify any errors that may have occurred.Created and implemented extensive training materials and agendas that have been used to successfully train and develop Quality Assurance team members and Junior Analysts since 2008.Gained substantial experience with NICE systems that includes evaluating, creating reports, researching and resolving recording issues and fulfilling administrative needs such as adding agents into the system and granting/removing access where needed.