Jane Johnson
Newark
Summary
Client and process-oriented professional committed to delivering exceptional results. I possess substantial experience in customer success, technical support, quality assurance, training, process documentation, and knowledge base management. Seeking a challenging role where I can leverage my skills and contribute to organizational success.
Overview
10
10
years of professional experience
Work History
Quality Assurance and Training Analyst
Slipstream IT, LLC
07.2021 - Current
- Perform comprehensive QA call, email, chat, and ticket evaluations
- Responsible for 25+ analysts and 30+ pharmaceutical clients
- Host one-to-one coaching sessions and provide both verbal and written feedback on analysts' performance
- Provide reporting on high/low performing analysts and potential negative customer feedback
- Identify and communicate procedural areas of opportunity, knowledge base gaps, and any quality-related software outages or call recording discrepancies for vendor or management resolution
- Host weekly quality assurance team meetings with management
- Develop and maintain training materials for call, email, chat, and ticket quality assurance standards and definitions and company software/tools
Help Desk Analyst
Slipstream IT, LLC
01.2021 - 07.2021
- Provided level 1 technical support via phone, chat, and email to 12 pharmaceutical clients
- Performed and documented comprehensive call quality evaluations
- Documented detailed knowledge processes and guidelines for internal and external audiences
- Created standardized knowledge article templates for company use
Senior Service Desk Analyst (SSDA)
Computer Aid, Inc. (CAI)
12.2020 - 01.2021
- (In addition to SDA II duties below) Managed client relationships by working closely with them to ensure CAI was meeting all needs and expectations
- Regularly communicated outages, upcoming events, and procedure changes to a team of analysts
Service Desk Analyst II (SDA II)
Computer Aid, Inc. (CAI)
05.2019 - 12.2020
- (In addition to SDA I duties below) Created, edited, published, and maintained comprehensive knowledge processes and guidelines for internal and external audiences
- Performed call and ticket quality evaluations for multiple clients
- Provided and delivered reporting on analyst performance, outages/events, suggestions, and improvements to clients and internal management
Service Desk Analyst I (SDA I)
Computer Aid, Inc. (CAI)
03.2018 - 04.2019
- Provided technical support for internal and external customers and VIPs via phone, chat, and email
- Served as a subject matter expert and trainer
Team Leader
Chick-Fil-A
09.2017 - 03.2018
- Supervised daily operations
- Transported money orders
- Provided employee training
- Independently organized, delivered, and served catering orders to large commercial customers
Cashier and Customer Service Associate
Chick-Fil-A
03.2015 - 09.2017
- Provided efficient and individualized service to walk-in and drive-thru guests
Education
High School Diploma -
Mount Sophia Academy
Newark, DESkills
- Quality assurance
- Mentoring and training
- Process optimization
- Technical writing and knowledge base management
- IT help desk expertise
- Cybersecurity awareness
- Data entry
- Administrative support
- Time management
Professional Achievements
- Set numerous drive-thru transaction per-hour records at Chick-Fil-A
- Recipient of 2018 Team Excellence Award at Computer Aid, Inc.
- Recipient of 2019 and 2020 Moment of Truth and Service Excellence awards at Computer Aid, Inc.
Timeline
Quality Assurance and Training Analyst
Slipstream IT, LLC
07.2021 - Current
Help Desk Analyst
Slipstream IT, LLC
01.2021 - 07.2021
Senior Service Desk Analyst (SSDA)
Computer Aid, Inc. (CAI)
12.2020 - 01.2021
Service Desk Analyst II (SDA II)
Computer Aid, Inc. (CAI)
05.2019 - 12.2020
Service Desk Analyst I (SDA I)
Computer Aid, Inc. (CAI)
03.2018 - 04.2019
Team Leader
Chick-Fil-A
09.2017 - 03.2018
Cashier and Customer Service Associate
Chick-Fil-A
03.2015 - 09.2017
High School Diploma -
Mount Sophia Academy
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