Outline
Looking for Full-Time work (8 hours/day) at $6/hour
Bachelor's Degree
English proficiency Fluent
Professional Summary
I am a results-driven professional with 17 years of experience in Quality Assurance, including 10 years in the BPO industry. Throughout my career, I have developed strong skills in administrative coordination, project management, documentation, reporting, and process improvement. I have worked closely with different teams and departments, helping organize tasks, monitor progress, manage priorities, and ensure that daily operations run smoothly.
I am adaptable, and comfortable handling multiple responsibilities. As a Certified Lean Six Sigma Yellow Belt, I also use a data-driven approach to identify areas for improvement and find practical ways to make processes more efficient. I am eager to apply my diverse skill set in an administrative or business support role where I can contribute, continue learning, and grow professionally.
Skills & Experience
Skills
Experience highlights
Created and implemented SOPs across different departments to ensure consistent communication through emails, text messages, and phone calls, improve work processes, and ensure timely follow-ups.
Work closely with the Leasing Team to review property listings, verify the accuracy and completeness of details, ensure photos met quality standards, and confirm compliance with company guidelines.
Worked with the Delinquency Team to track overdue rent payments and ensure tenants were contacted on time.
Coordinated with the maintenance team to make sure property inspections were completed according to company procedures.
Supported the Renewals Team by tracking documentation and ensuring all required documents were completed and submitted before deadlines.
Developed and implemented quality standards, performance metrics, and procedures to ensure compliance with company policies, safety guidelines, and customer expectations across e-commerce operations.
Reviewed customer feedback, complaints, and product return data to track quality performance, identify recurring issues, and prepare reports for management.
Worked closely with Operations teams to address quality issues, implement solutions, and improve service quality, work efficiency, and customer satisfaction.
- DMS Publishing, LLC
Prepared and updated QA documents, content guidelines, and SOPs to keep website content consistent and accurate.
Checked and edited website content for grammar, spelling, and brand consistency. Also checked images, videos, and other media to ensure they were displayed correctly.
Worked with the SEO team to review website content and fix issues such as broken links, duplicate content, and missing meta tags to help improve website quality and search rankings.
Monitoring Australian automotive phone calls (Car Sales, Servicing, Parts, and Outbound Prospecting Calls) by scoring the leads accurately based on the client set scoring criteria.
Prepare and submit daily reports on call monitoring and QA performance, identifying communication issues and areas where the team can improve.
Created and maintained performance tracking systems to monitor quality results, identify trends, and track progress. Prepared reports and presentations to share findings with management.
Led quality improvement efforts by investigating the root causes of recurring issues, assessing risks, and identifying gaps in processes to help improve team performance.
Worked with the Training team to develop and conduct training sessions that helped employees improve their skills and follow quality standards.
Assist customers with placing orders, processing transactions, or updating account information.
Investigated and resolved escalated cases from frontline representatives by identifying root causes and implementing effective solutions.
Collaborated with cross-functional teams, supervisors, managers, and the training team to develop targeted training materials to improve team performance
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