Chassidy Farmer
Conway
Summary
Call center lead with over 10 years of frontline customer support experience and 6 years in supervisory roles. Expertise in creating effective training programs and monitoring call quality to minimize escalated ticket rates. Proven ability to cultivate a positive, high-energy work environment while adhering to corporate service level agreements.
Overview
1
1
Certification
10
10
years of professional experience
Work History
Care Coordinator
Independent Living Services
2023.01 - 2026.05
- Conducted comprehensive assessments to identify individual client needs and develop tailored intervention strategies.
- Coordinated care plans with multidisciplinary teams to improve client support and optimize service delivery.
- Monitored client progress and adapted care plans based on client feedback and evolving needs.
- Facilitated communication among clients, families, and service providers for seamless care transitions.
Supervisor
Verida
2023.01 - 2023.09
- Supervised daily operations, ensuring efficient workflow and compliance with company policies
- Implemented process improvements that enhanced productivity and reduced downtime
- Trained team members on safety protocols and operational procedures, fostering a culture of safety
- Monitored inventory levels and coordinated supply orders, maintaining optimal stock availability for operations
Quality Assurance Supervisor
Genpact
2022.08 - 2022.12
- Implemented process improvements that enhanced product quality and reduced defect rates.
- Supervised quality assurance processes, ensuring compliance with industry standards and client specifications.
- Conducted regular audits and inspections, pinpointing opportunities for enhancement in operational workflows.
- Trained and mentored team members on quality control procedures, fostering a culture of best practices.
Quality Assurance Analyst
Norton Life Lock
2021.08 - 2022.04
- Implemented automated testing tools, increasing testing efficiency and expanding coverage across applications.
- Developed and executed comprehensive test plans to ensure software quality and functionality.
- Collaborated with cross-functional teams to identify and resolve software defects, enhancing product reliability.
- Conducted regression testing to ensure system stability post-updates and enhancements, safeguarding user experience.
Quality Assurance Specialist
Televista
2018.06 - 2020.04
- Developed and implemented comprehensive testing protocols for software applications, ensuring consistent quality and performance standards.
- Led quality assurance initiatives that increased product reliability and improved customer satisfaction ratings.
- Conducted root cause analysis on defects, driving corrective actions across teams.
- Mentored junior QA staff, enhancing team capabilities through knowledge sharing and professional development.
Consumer Collector
Nissan Motor Acceptance
2015.12 - 2017.08
- Developed targeted outreach strategies that enhanced recovery rates for delinquent accounts.
- Analyzed customer payment behaviors to identify trends and optimize collection efforts.
- Collaborated with cross-functional teams to resolve account discrepancies and improve customer satisfaction.
- Managed collection processes for delinquent accounts, ensuring compliance and minimizing risk.
Education
Bachelor of Science - Family And Community Services
University of Central Arkansas
Conway, ARSkills
- Organizational skills
- Team leadership
- Communication methods
- Training and development
- Performance monitoring
- Conflict resolution
- Client assessment
- Care management systems
- Decision making
- Problem solving
- Client education
- Coaching and mentoring
Accomplishments
- Assistant the consumers with hitting their daily life skills goals
- Lead a team of 10+ Customer Service Representatives improve the team efficiency and productive by 20%
- Streamlined administrative procedures by balancing high-volume call handling with accurate date entry.
Certification
- Certified Home Health Care, Independent Living Services
Explore Leadership Training, 2019
Communication- Leaders learning how to convey ideas and actively listen
Decision Making - trained to make informed choices and resolve conflict
Emotional Intelligence- Understanding and managing one's own emotions as well as supporting the team
Strategic Thinking
Languages
English
Timeline
Care Coordinator
Independent Living Services
2023.01 - 2026.05
Supervisor
Verida
2023.01 - 2023.09
Quality Assurance Supervisor
Genpact
2022.08 - 2022.12
Quality Assurance Analyst
Norton Life Lock
2021.08 - 2022.04
Quality Assurance Specialist
Televista
2018.06 - 2020.04
Consumer Collector
Nissan Motor Acceptance
2015.12 - 2017.08
Bachelor of Science - Family And Community Services
University of Central Arkansas