Open to opportunities

Kelly Paulsen

@kellypaulsen

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Experienced Quality Analyst with a strong focus on customer service.

South Africa

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What I'm looking for

I am looking for a role that fosters growth, values quality, and encourages team collaboration.

I am a dedicated Quality Analyst with over a decade of experience in enhancing customer service quality and operational efficiency. My journey began in the call center environment, where I honed my skills in customer interaction and data analysis. Over the years, I have developed a keen eye for detail, enabling me to identify training gaps and areas for improvement within teams.

Currently, I work at Woolworths Financial Services, where I retrieve and review customer conversation recordings, providing actionable feedback to improve service delivery. My role involves not only assessing calls but also leading calibration sessions and ensuring compliance with company policies. I take pride in my ability to analyze discrepancies and trends, which has significantly contributed to the training and development of staff.

Throughout my career, I have embraced leadership responsibilities, managing teams and conducting performance reviews. My commitment to continuous improvement and my passion for coaching others have been instrumental in achieving business goals. I am eager to bring my expertise in quality assurance and customer service to a dynamic organization that values growth and innovation.

Experience

Work history, roles, and key accomplishments

Current

Quality Analyst

Current

Woolworths Financial Services

Jun 2018 - Present (7 years 1 month)

Reviewed customer conversation recordings to ensure adherence to procedures and systems, providing feedback reports to sales and service managers. Identified deficiencies, analyzed discrepancy trends, and indicated training gaps to improve performance.

Quality Assurance Data Analysis performance reporting Compliance Feedback Customer Service Team Leadership

Quality Analyst

Frank.net

Aug 2013 - Present (11 years 11 months)

Assessed customer conversation recordings against established procedures, providing detailed feedback to management and identifying training needs. Managed and developed staff, conducted performance reviews, and ensured compliance with company policies and service level agreements.

Quality Control Performance Management Policy Implementation Compliance Data Analysis Risk Management

Call Centre Agent

Merchants/ASDA

Oct 2009 - Present (15 years 9 months)

Provided superior customer service via phone, utilizing effective questioning and listening skills. Managed challenging customer interactions and applied proper telephone etiquette to satisfy various customer situations.

Customer Service Communication Skills Problem Solving Time Management Customer Relations Conflict Resolution

Quality Analyst

Merchants/ASDA

Oct 2009 - Present (15 years 9 months)

Analyzed calls with meticulous attention to detail, documenting all findings and reporting to the Quality Manager. Attended call ratings with clients and rated transactional and site-level calls to ensure quality standards.

Client Relations Documentation Attention To Detail Customer Service Communication Time Management

Stock Controller

Space Television

Oct 2007 - Present (17 years 9 months)

Managed incoming and outgoing stock, pulled stock for customers, and handled faulty decoder bookings. Performed Saturday receptionist duties and general administrative tasks.

Stock Control Inventory Management Customer Service Administration Data Entry Logistics

Admin Duties

AGI Sheerline

Mar 2007 - Present (18 years 4 months)

Performed general administrative duties including filing, checking receipts, and assisting with office support. Ensured efficient organization of documents and provided assistance to the team.

Administration Data Entry Office Support Attention To Detail Document Management

Data Capturer

Standard Furnishings

Jan 2007 - Present (18 years 6 months)

Responsible for data capturing, filing, and general administrative tasks. Ensured accurate and timely entry of information into the system.

Data Entry Administration Data Management Office Support Record keeping

Administration Assistant

Accounting-for-U

Dec 2003 - Present (21 years 7 months)

Provided administrative support including invoicing, filing, managing petty cash, and handling typing and client correspondence. Ensured smooth general office administration.

Administration Invoicing Petty Cash Data Entry Office Support Client Communication

Rental Assistant, Cashier and Manager

Stax Video Rental

Dec 2003 - Present (21 years 7 months)

Managed daily shop operations including opening and closing, handling inbound and outbound customer calls, and updating clients on new products. Processed payments, invoiced clients, and managed stock returns.

retail management Customer Service Inventory Management Invoicing Sales Communication

Education

Degrees, certifications, and relevant coursework

Voortrekker High

Matriculated, General Studies

Activities and societies: Completed courses in Presentation Skills, Coaching & Feedback Skills, Critical Thinking, Conducting Calibration Sessions, Time Management, Change Management, Assertiveness & Delegation, Regulatory Exam (First Level), and Computer Literacy.

Completed secondary education with a focus on English, Afrikaans, Mathematics, Home Economics, Economics, and Accounting. Developed foundational knowledge in these core subjects.