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Candidate's Name
Nolanville, Texas Street Address  (Central Texas an hour away from Austin, Texas)PHONE NUMBER AVAILABLEEMAIL AVAILABLESkillsTechnical, aptitude with data, flexibility, good communication skills, process oriented, genuine empathy. Computer programs used: Microsoft Office, QMS, Dropbox, Salesforce, AWS, Tableau, Power BI, Purecloud, NICE, CRM, Access and OneNote.Experience3/2021 to 1/2023Accenture, Austin, Texas Quality Assurance Analyst Performed Quality Assurance on calls. Provided coaching and feedback. Attended call calibration sessions. Maintain exceptional procedural knowledge, adhering to process and policy and ensuring that specialists issues are escalated to the correct team. Meet and exceed productivity and accuracy expectations. 3/2019 to 1/2021Pro-Unlimited at Facebook, Austin, Texas, Quality Assurance Analyst I worked for 3 different employment agencies during my time at Facebook but it was always for the exact same job. (Nytec 3/2019 to 2/2020, Accenture Flex 3/2020 to 8/2020. Pro Unlimited 8/2020 to 1/2021). Performed Quality Assurance audits of completed Quality Assurance Audits for 2 different companies who had contracts with Facebook- TASKUS and Accenture. Provided coaching and feedback for the Quality Assurance Analysts but also for the Facebook Marketing Experts as well. Attended call calibration sessions. Adhered to multiple QA Guidelines per company and per campaign within each company.27/2018 to 1/2019Appleone at Austin Energy, Austin, Texas, Quality Improvement Specialist Performed Quality Assurance Analysis of calls Provided coaching and feedback Attended call calibration sessions.5/2017 to 1/2018Kforce at Home Depot, Help Desk Assisted Home Depot employees with troubleshooting error messages. Remote accessed Home Depot employees computers to troubleshoot error messages.10/2009 to 12/2015Time Warner Cable, Austin, Texas, Customer Retention Representative Handled inbound customer service calls Provided Tier 1 Technical support Handled service and billing disputes Negotiated options to retain existing customers1/2003 to 11/2008Sprint - Customer Retention Representative Handled inbound calls from existing customers Negotiated options to retain customers from leaving the company Provided Tier 1 Technical Support Assisted with the training and the supervision of 25 to 30 new hires at a time in the training class Supervised a team of Customer Service Representatives 3