Beacon is a leading provider of commercial and residential roofing, siding, windows, decking, insulation, specialty lumber, waterproofing, and air barrier systems to the North American building industry. Leveraging a network of trusted regional construction suppliers, we have supported contractors who rely on us to run their businesses for nearly 100 years.Our team of more than 8,000 employees throughout North America works to ensure contractors have immediate, local access to the building supplies and roofing products they need, exactly when they need them. Through strategic investments in new technology and an ever-expanding network of locations throughout the United States and Canada, we help contractors save time, manage work more efficiently, and enhance their businesses.

We’re always on the lookout for UMA teammates. As Ultimate Medical Academy focuses on the future, we’re seeking bright, qualified, inspired professionals who share our passion for helping others. If you think you’re a good fit for our company, please contact us.

Managed day-to-day Analytics activities including coordinating training and project coordinating. Implemented quality programs and ensured procedures were followed and evaluated for effectiveness. Spearheaded projects for leadership. Provided insightful trends to support clients. Monitored, organized, and evaluated call compliance. Managed the Voice of the Customer feedback process. Coordinated the Customer Resolution Time Project which saved the company $16 million per year. Designed and organized Insights Standard Operations Policies and Procedures. Helped launch Client Customer Loyalty Department increasing the Net Promoter Scores for clients. Assessed technical analysis to determine performance and reported on significant trends impacting company and customer expectations.

Responsible for education and training involving planning, developing, or administering quality assurance programs. Listened and scored calls and maintained guidance documentation to ensure quality. Prepared and analyzed quality reports for management review. Provided actionable data to internal support groups. Identified performance improvement opportunities based on needs identified through data audits and analytics ensuring a high level of production. Functioned as an informative source for management when special and critical quality issues occurred.

Responsible for the development of a contact center quality, auditing 50-100 representatives monthly. Key contributor in the development of a quality program score card to measure the effectiveness of customer service calls to exceed client expectations.• Quality program development, including the development of a quality scorecard based on behavioral requirements• Providing ongoing quality training for Supervisors, Operations Managers and support staff• Implemented the Quality Review process to ensure the processes and people are aligned with the Contact Centers expectations and providing actionable feedback • Accountable for monitoring and ensuring completed assigned tasks.• Developed Quality onboarding program in collaboration with other Quality Analyst and Operation Managers• Developed coaching and training materials for behavior based coaching for representatives. Assisted in training peers through one on one coaching and observational feedback• Lead weekly collaboration sessions for Senior Managers, Operation Managers, and Supervisors.

Provided extraordinary customer service to clients. Handled all correspondence from customers in a timely manner and gave precise, professional responses regarding bills, insurance programs, product, and service purchases. Completed retention and follow-up calls and conducted Fraud Analysis. Processed purchase for reimbursement checks for customers. Successfully defused irate customer situations regularly. Screened over resumes and job applications on a daily basis and conducted interviews using the personnel selection method (STAR).