Lavernne G.
Mid-Level Quality Analyst
Open to offersNew to PlatformAbout
Lavernne D. is an experienced professional specializing in virtual assistance and quality monitoring within the e-commerce and virtual staffing solutions industries. As a Quality Analyst at Virtual Staffing Solutions, she conducted over 50 evaluations weekly across various communication channels, designed QA scorecards, and led calibration sessions to align quality standards, contributing to a 15% improvement in agent adherence scores. Lavernne also provided multichannel support, addressed customer concerns, and prepared detailed performance reports using tools like Salesforce, Launch27, and Google Workspace. Her background includes roles as a virtual assistant for a cleaning services company, coordinating schedules, processing payments, and managing CRM records with platforms such as RingCentral and Slack, ensuring seamless operations for high-performing teams.
Experience
Quality Analyst
Virtual Staffing Solutions · 2022 — 2025Performed evaluations of over 50 customer interactions per week across voice, email, and chat channels to ensure compliance with KPIs and quality standards. Created QA scorecards and facilitated coaching sessions, contributing to improved agent adherence scores. Generated performance reports on a daily, weekly, and monthly basis to assist leadership in strategic decision-making. Organized calibration sessions with team leads and managers to align QA benchmarks and minimize variances. Offered support in chat and email channels for a prominent e-commerce company, handling customer inquiries, processing orders, and addressing post-purchase issues while adhering to service standards.Virtual Assistant
MyOutDeskManaged inbound calls from clients and field staff, ensuring professional communication. Scheduled appointments accurately and facilitated rescheduling of existing visits. Promoted weekly or biweekly recurring services while swiftly addressing client issues, including service concerns and damages. Coordinated with field cleaners to confirm access, tools, and timing of arrivals. Handled client payments and verified the completion of daily transactions. Compiled end-of-day operational summaries for the office team while maintaining communication with cleaners and staff using WhatsApp Business, RingCentral, and Slack.Sales Representative - Junior Funding Advisor
Company not specifiedEngaged in outbound calls and email follow-ups with business owners to qualify leads and secure necessary documents for underwriting purposes. Scheduled sales appointments while accurately maintaining CRM records and pursuing call and funding targets.
Skills & Expertise
Education
- BS in Airline ManagementIndiana Aerospace University · 2012 — 2014
- HighschoolSto. Niño College of Ormoc · 2008 — 2012
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