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NyPhequa Atwell

@nyphequaatwell

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Experienced Patient Support Center professional and Quality Assurance leader.

United States

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What I'm looking for

I am seeking a role that fosters collaboration and values quality improvement in patient support.

I am an experienced Patient Support Center professional and Quality Assurance leader with over 7 years in call center operations, performance coaching, and adherence case management. My career has been marked by a commitment to guiding cross-functional teams and improving SLA and KPI outcomes, ensuring that patient support systems align with healthcare service goals.

In my role as a Quality Assurance Analyst at Novartis Pharmaceuticals, I partnered with case management teams to enhance reimbursement services and patient adherence workflows. I actively participated in QA calibrations, providing insights that supported consistent scoring and feedback. My analytical skills allowed me to compile and evaluate reports to identify compliance trends and areas for process improvement, ultimately enhancing the patient support journey.

Previously, as a Customer Success QA & Trainer at Net2Phone, I designed and facilitated onboarding and continuous training programs that significantly improved team effectiveness. My focus on operational consistency and data-driven decision-making led to enhanced customer satisfaction and efficiency across global support channels. I am passionate about fostering a team-oriented culture and sharing best practices to drive success.

Experience

Work history, roles, and key accomplishments

Quality Assurance Analyst – Call Center/Hub

Novartis Pharmaceuticals

Jan 2024 - Dec 2025 (1 year 11 months)

Partnered with case management teams to support reimbursement services and patient adherence workflows, while participating in QA calibrations and providing evaluation insights for consistent scoring and feedback. Monitored agent and system performance to ensure SLA adherence, identified performance trends, and compiled reports to evaluate compliance and pinpoint areas for process improvement.

Performance Analysis SLA Salesforce Excel

Customer Success QA & Trainer

Net2Phone

Jan 2019 - Dec 2023 (4 years 11 months)

Designed and facilitated agent onboarding and continuous training programs to improve team effectiveness, while developing SOPs and QSDDs for operational consistency across global support channels. Led QA calibrations and performance reviews, aligning evaluations across managers and agents, and provided coaching to improve quality, compliance, and service delivery.

Training Development SOP Development Quality Assurance Genesys Microsoft Office Suite Call Center Operations

Quality Assurance Specialist

Altice USA

Jan 2016 - Dec 2019 (3 years 11 months)

Implemented corrective actions to uphold product and service quality across customer-facing teams and collaborated with vendors and internal departments to optimize call flows and support protocols. Led improvement initiatives focused on increasing first-call resolution and decreasing error rates, while documenting all QA processes, corrective actions, and audit findings.

Quality Assurance Process Improvement Call Flow Optimization Call Resolution Documentation CRM Tools

Education

Degrees, certifications, and relevant coursework

University of Phoenix

Bachelor of Business, Business

Pursuing a comprehensive curriculum in business administration, focusing on core principles of management, finance, and marketing. Developing skills in strategic planning and organizational leadership.

Essex County College

Associate Degree, Business

Completed coursework focused on fundamental business concepts, including accounting, economics, and business law. Gained foundational knowledge essential for entry-level business roles.