Open to opportunities

Romonda Masses

@romondamasses

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Detail-oriented Quality Assurance Specialist with strong analytical skills.

United States

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What I'm looking for

I am looking for a role that values quality and offers opportunities for growth.

I am a dedicated Quality Assurance Specialist with over five years of experience in ensuring compliance and enhancing service quality. My role at ADS Resolve has honed my ability to listen for accuracy and detail, allowing me to gather quality metrics that uphold company standards. I thrive in fast-paced environments, working independently while adapting to changing business needs.

Previously, I served as an Administrative Assistant at the Kentucky Counseling Center, where I managed patient appointments and ensured compliance with HIPAA regulations. My experience in customer service roles has equipped me with the skills to handle inquiries effectively and maintain a high level of client satisfaction. I am passionate about process improvement and committed to delivering exceptional results.

Experience

Work history, roles, and key accomplishments

Quality Assurance Specialist Lead

ADS Resolve

Apr 2020 - Present (5 years 3 months)

Monitored inbound and outbound calls for accuracy and detail, ensuring compliance with company service processes and standards. Gathered quality metrics, provided documented results, and suggested process improvements for departments not meeting company or client standards.

Quality Assurance Compliance Process Improvement Data Analysis Microsoft Forms

Administrative Assistant

Kentucky Counseling Center

Dec 2016 - Present (8 years 7 months)

Managed inbound calls for multiple APRNs and Psych Therapists across eight locations, handling new patient appointments and registration paperwork. Verified insurance eligibility, collected payments, and maintained patient records in Salesforce while adhering to HIPAA requirements.

Insurance Verification Salesforce HIPAA)Payment Processing Medical Coding

Call Center Representative

Teleperformance

Jun 2013 - Present (12 years 1 month)

Addressed customer inquiries regarding checking and savings accounts via chat, phone, and email, and transferred calls to appropriate departments. Managed account changes and informed customers about various bank products and loan services, meeting daily call quotas.

Customer Service Call Center Operations Account Management Sales Communication Problem Solving

Education

Degrees, certifications, and relevant coursework

Jefferson Community and Technical College

Associate Degree, Business Administration

Currently pursuing an Associate Degree in Business Administration, focusing on foundational business principles and practices. This program is enhancing my understanding of management, finance, and operations.