Marie E.
Senior Quality Assurance Specialist
Open to offersNew to PlatformAbout
Marie E. is a dedicated and results-driven quality assurance and customer service professional with over 15 years of experience in the healthcare support industry and beyond. Leveraging her skills in quality assurance, customer service excellence, and process improvement, she has made significant contributions to various organizations. At Dr B, Marie efficiently verified patient identities, managed prescription transfers, and provided critical support to healthcare providers, demonstrating her prowess in healthcare account verification and team leadership. At ECE Consulting Group, she conducted quality audits, investigated customer complaints, and spearheaded performance improvement initiatives. Her proficiency in CRM systems and Microsoft Office further enhances her ability to deliver outstanding service and resolve complex customer issues. Marie's comprehensive experience in customer service roles at Burger King US and Jet.com, along with her administrative support expertise at The March Group-US, highlights her versatility and commitment to excellence in any professional setting.
Experience
Healthcare Support Specialist
Dr B · 2022 — 2026Verified patient identities and medical records, while managing prescription transfers and pharmacy coordination. Assisted patients with account updates, medication inquiries, and appointment scheduling. Supported healthcare providers by obtaining additional patient documentation and treatment information, and guided junior agents in addressing patient requests and escalations.Quality Assurance Specialist
ECE Consulting Group, Makati City · 2016 — PresentConducted quality audits for chat and email interactions and investigated customer complaints to identify root causes of dissatisfaction. Prepared quality reports and monitored performance KPIs, while developing quality procedures and supporting continuous improvement initiatives. Provided coaching and training focused on enhancing customer satisfaction and service quality.Quality Assurance Specialist
IAA-US · 2016 — 2016Audited recorded calls from U.S. and Canadian operations, prepared quality scorecards, and developed coaching documentation. Generated weekly QA observations and reports.Customer Service Representative – E-commerce
Jet.com · 2015 — 2016Processed customer orders and provided delivery follow-ups, while managing account-related special projects and issue resolution.Team Lead / Customer Service Representative
Burger King US · 2013 — 2015Managed customer inquiries, complaints, and escalations. Conducted call audits and quality reviews, coordinating with store branches to address customer concerns.Quality Assurance Specialist
TMS-US · 2011 — 2013Performed live and recorded call audits, prepared coaching feedback, and generated QA reports. Managed audit assignments and quality monitoring activities.Administrative Support Specialist
The March Group-US · 2010 — 2011Managed social media accounts and online advertisements while supporting business acquisition campaigns.Bill Reader
CenturyLink · 2010 — 2010Analyzed customer billing information and service plans, generated sales leads, and processed account documentation. Maintained productivity and order tracking reports.Warehouse Supervisor / Office Secretary
Eastern Rising Sun Int'l Company · 2004 — 2010Managed inventory reporting and warehouse documentation, coordinated deliveries, and facilitated customer communications. Ensured accurate record-keeping and supported operational functions.
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