Nov 2024 – Jul 2025 · 8 mos · Temple, Texas · On-site

• Movate lost the contract with AT&T - FirstNet so on 7/2/2025 the entire department was shut down. I worked as a Quality Assurance Analyst - listening to calls. I also assisted with the training and the supervision of the new hires in the training class. FirstNet customers are First Responders in the US.

Feb 2024 – Jun 2024 · 4 mos · Remote

• Data Entry
• Quality Assurance of completed Data Entry documents

Feb 2024 – Jun 2024 · 4 mos · Remote

• Processing Claims
• Quality Control Checks off processed claims

Mar 2021 – Jan 2023 · 1 yr 10 mos · Remote · Remote

• I worked multiple projects for multiple vendors. When one project/contract would end I would be moved to another. I mostly worked as a Quality Assurance Analyst. I listened to and scored calls. I provided coaching and feedback. I attended call calibration sessions as well. My final project was, I worked in Workforce Management. I ran various reports. I managed the queues. This means I monitored agent activity in the queues. I also responded to management and agent requests regarding time off requests and schedule changes in Verint. Terminated employees. Moved agents from queue to queue. We used AWS and Salesforce.

Mar 2019 – Jan 2021 · 1 yr 10 mos · Austin, Texas, United States · On-site

• I was doing Quality Assurance Audits of completed Quality Assurance Audits for two different companies that Facebook had contracts with: Accenture and Taskus. I provided coaching and feedback. My job was to listen to, and score, calls that had already been listened and to scored by Accenture and Taskus Quality Assurance Analyst. I had to determine of the Quality Assurance Analyst scored the calls correct and I also had to determine if the Facebook Marketing Experts did everything correctly. I tracked and reported trends for both the Quality Assurance Analysts and also the Facebook Marketing Experts. I had to keep up to date with multiple call flows and QA guidelines. I attended call calibration sessions as well. I worked for three different employment agencies when I did this job. It was always the exact same work. I just got moved from one agency to another agency.

Jul 2018 – Jan 2019 · 6 mos · Austin, Texas, United States · On-site

• I was doing Quality Assurance Analyst for Austin Energy Customer Service Representative calls. I provided coaching and feedback and I attended call calibration session.

May 2017 – Jan 2018 · 8 mos · Austin, Texas, United States · On-site

• I worked Help Desk. I would remote access Home Depot computers to troubleshoot error messages. I would also train and educate the Home Depot employees regarding why they got the error message and how to avoid and work around the error message going forward. We used Service Now. I created, submitted and escalated tickets based on needs.

Oct 2009 – Dec 2015 · 6 yrs 2 mos · Austin, Texas, United States · On-site

• I worked as a Customer Service Representative. My duties included basic customer service, sales and technical support. I also worked as a Customer Retention Representative. I negotiated offers to retain customers.

Jan 2003 – Nov 2008 · 5 yrs 10 mos · Temple, Texas, United States · On-site

• I worked as a Customer Service Representative and also a Customer Retention Representative. I did basic customer service, sales and technical support. I also worked as a Supervisor, Subject Matter Expert and I assisted with the training and supervision of 25 to 30 new hires in the training class and out on the production floor.
• I was also the only employee out of all of the employees that worked there who was chosen for a special project. A group of new hires had just graduated from training and they all went to this one Supervisor. She needed help with their additional training needs so my task was to meet with that Supervisor to find out what her concerns were, then to meet with the team to find out what they were struggling with and then I had to create a new way to address those needs. I taught myself how to use Powerpoint and I gave weekly presentations on soft skills. Eventually, the stats for the entire time, including the new hires, increased and improved. I was also doing Quality Assurance, providing coaching and feedback