I have been with HCL since May 2013. I started on the Salesforce Account as a Quality Analyst. In March 2015, I moved to the FedEx Account as a Quality Analyst. When I arrived, there was basically no formal QA program in place. I implemented a QA program and then worked with the client to fine tune the procedures. I was on the HPES/EDS Medicaid fiscal agent account since May 2005. During that time, I have been on the Provider Services, while in Provider Services I have been a phone analyst, a team lead and back up to the call center supervisor, I was responsible for all but HR issues in the call center. I was responsible for Quality for phone calls and ticket content. I was also on the File Maintenance/Medical Policy team' On this team we added, deleted and updated codes in memos sent by Medicaid/DMA.I was responsible for Quality checking memo content and system updates prior to implementation. I have experience with PDSM, Remedy & Tivoli ticketing tools. I have supported MS Products, Visio, Adobe Acrobat, AT&T Dialer, EZ CD Creator, Pal/UUNET, Pay Mail, Secure ID Token, etc. I also have experience with Lotus Notes, Citrix Client and Aventis Pharma proprietary applications. I have an extensive management background and a superior work ethic. I will work on a project until completed and have the project done on or before set deadlines. Prior to the work experience listed on the resume I was in retail and restaurant management. I have trained multiple team members and management. I was used as a troubleshooter to clean, re-train/re-staff stores with team members as well as managers. I ensured quality of service throughout my career whether it was for face to face, chat or phone customer service.

Highlights:

• Adobe
• Adobe Acrobat
• AT&T
• Call Center
• Cisco Certified Network Associate
• Citrix
• HP
• HR
• Human Resources
• Lotus