Quality Assurance Analyst

Jun 2025 - Present

Optimized healthcare billing operations by auditing call quality, delivering targeted performance feedback, and identifying systemic errors to ensure HIPAA compliance and maximize Revenue Cycle Management (RCM) accuracy.

BDR

Nov 2024 - Feb 2025

Prospected, qualified, and managed B2B sales pipeline for DoorDash partnerships via cold calls, emails, and CRM engagement. Scheduled demos and collaborated with account executives to close deals and meet targets.

Quality Assurance Analyst

Aug 2020 - Oct 2023

Conducted comprehensive quality assurance reviews of customer interactions spanning iOS, Media Services (iTunes/App Store), and Mac Support channels. Analyzed agent performance data and identified key trends to management, ensuring technical accuracy and driving continuous improvements in customer satisfaction and compliance with Apple's service standards.

Freelancer

Jul 2020 - Mar 2025

Managed end-to-end executive support, including travel and itinerary planning using Sheets and Notion, scheduling with Gmail and Calendly, led email campaigns with Klaviyo and Mailchimp using A/B testing and high-converting copy, and streamlined operations in HubSpot, Salesforce, and Monday.com.

Resolution Supervisor

Feb 2019 - Jun 2020

Directed daily operations for a team of agents, providing leadership and performance management to exceed SLAs. Monitored metrics, resolved escalations, and implemented process improvements.

Trainer

Jan 2018 - Feb 2019

Facilitated comprehensive training programs for staff on product knowledge, soft skills, and software, ensuring rapid ramp-up and consistent quality of service. Analyzed data to target skill gaps.

Senior Agent

Mar 2017 - Dec 2017

Provided exceptional support by handling inbound calls and chats regarding products and services. Resolved customer issues efficiently and accurately, consistently meeting key performance metrics for satisfaction and quality.

Intent Analyst

Aug 2016 - Feb 2017

Analyzed extensive datasets of customer calls and chats to identify core intents and sentiment, leveraging insights to recommend AI system enhancements and drive process improvements.