Rachale Points

Detail-oriented Customer Experience and Quality Assurance Supervisor with 10+ years of progressive customer-support and audit experience across telecommunications, media, and financial services. Proven track record in training and developing teams, building QA programs, managing escalations, and improving process efficiency in high-volume contact-center environments. Experienced with multi-channel support (phone, chat, email), CRM systems, and technical troubleshooting for consumer electronics.

Career Highlights 

• Quality & Audit: Designed and ran QA audit programs, standardized scorecards, and improved compliance and consistency.
• Process Improvement: Streamlined chat and activation workflows, reducing handle times and increasing first-contact resolution.
• Dispute Resolution: Managed credit-bureau and billing disputes, strengthening resolution processes and call control.
• Technical Support: Troubleshot consumer electronics and printers; provided desktop and ticketing support for customers.

Daniel Webster High School — High School Diploma
Tulsa, OK | August 2004 – May 2008

• Completed foundational coursework and earned a high school diploma, providing core skills in communication, time management, and basic computer literacy.
• Relevant transferable strengths: strong written/verbal communication, reliable attendance and work habits, and readiness for customer-service and support roles. 

I hold CRM certifications, customer service certifications, and Quality Assurance certifications, internal QA training, escalation handling, and product onboarding programs. I am also self-taught on some AI technology.