On Call International - Learning and Development Lead and Quality Coordinator Resume Example

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Aaliyah Griffin
XX XXXXXXXXX XXXXXXX XXXX , Tewksbury,, MA 01876
H: XXXXXXXXXXXX
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Executive Summary
Experienced Quality Coordinator and Training Assistant who maintains a high level of professionalism, patience and a record of successful job performance, focusing on customer service and making quality and operational improvements.
Core Qualifications
  • Critical Thinking
  • Exceptional customer service
  • Dedicated to process improvement
  • Computer proficient
  • Travel agency background
  • Training and development
  • Strong work ethic
  • Approachable
  • Team player
  • Calm under pressure
  • Strong communication skills
Professional Experience
Learning and Development Lead and Quality Coordinator 10/2011 - Present
On Call International - Salem, NH Provide monthly auditing and grading for inbound and outbound calls to maintain service and quality levels. Monitor and review all case types to ensure they are handled effectively and efficiently. Implemented changes and improvements to the Quality Assurance Rubric.  Identified areas of development and overall trends. Track, investigate and report on complaints, reporting to operations supervisors and clients.  In addition, to Quality Coordinator duties, responsibilities as learning and development lead include; Coaching Assistance Coordinators to ensure quality improvements, Training  for new hires and ongoing training for current Assistance Coordinators, Transportation Coordinators, Triage and the TPA Coordinator, focusing on customer service, case handling, attention to detail, client knowledge and the On Call Way.  
Assistance Coordinator and Triage Coordinator 11/2006 - 10/2011
On Call International - Salem, NH Responsible for receiving and processing all Domestic and International Inbound Customer requests related to Travel and Medical Emergencies for individuals traveling around the world. Assistance Coordinator Position included a high volume of incoming and outgoing telephone calls, interacting with customers to provide information and assistance with patience and empathy in response to their immediate and urgent needs. The Triage role required a high level of responsiveness and knowledge in order to provide accurate information and direction to incoming callers in a timely manner.
Co-owner/President 01/2004 - 06/2007
Sports King - Stoneham, MA Managed all aspects of the business including sales, reservations, A/P, A/R Publications, Mailings and day to day operations. Prepared daily invoice for clients to include hotel accommodations, ground transportation and pre-game functions. Processed credit card transactions,check requests and daily bank deposits. Coordinated and escorted large groups to attend Sporting Events; such as Super Bowl and World Series. Negotiated sizable contracts with Hotels, Commercial Airlines and Charter Flights along with ticket agencies and motor coach companies.
Education
Travel Certificate: Travel and Tourism 1986 Southeastern Academy - Kissimmee , FL
Affiliations
Quality Committee 2011, suggested Case Management improvements AA checklist, Case idle feature etc.
Marc Committee 2012
Habitat for humanity 2013
Off site client presentations and training 2014

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About this resume

Learning and Development Lead and Quality Coordinator FROM Tewksbury , Massachusetts RESUME

This is a resume for a Learning and Development Lead and Quality Coordinator in Tewksbury, Massachusetts with experience working for such companies as On Call International and On Call International. The grade for this resume is 0 and is one of hundreds of Learning and Development Lead and Quality Coordinator resumes available on our site for free. Use these resumes as templates to get help creating the best Learning and Development Lead and Quality Coordinator resume.

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School Attended
Southeastern Academy