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Quality Specialist
Quality Specialist at Citi who improved operational efficiency by 30% and built QA frameworks for regulated financial services.
United StatesQuality Specialist at Citi
Promoted to lead quality assurance and operational efficiency initiatives, delivering a 30% improvement in operational efficiency and sustaining 99%+ accuracy across 2,000+ quality reviews. Designed QA frameworks, monitored SLA compliance, and presented recommendations to senior leadership.
SalesforcePEGAFiservTableauICRMACRMData AnalysisKPI developmentSLA MonitoringProcess ImprovementCross Functional CollaborationStakeholder ManagementExecutive Presentation
Provided technical support and led process improvement initiatives across enterprise platforms. Designed and implemented a shadow mentorship program that improved team performance by 20%, and created visual resources that reduced Average Handle Time by 15%.
SalesforcePEGAProcess ImprovementMentorshipCoachingData AnalysisUX ImprovementCross Functional CollaborationTechnical Support
Founded and operated a natural hair care business for 11 years, managing all aspects of operations including financial planning, vendor negotiations, and client relationships. Drove year-over-year revenue growth through retention strategies and digital marketing.
Business OperationsFinancial PlanningVendor ManagementInventory ManagementCustomer Relationship ManagementMarketingStaff ManagementStrategic Planning
Delivered branding and marketing materials for small businesses, including logos and identity packages. Managed client relationships and project timelines while ensuring brand consistency across print and digital platforms.
Graphic DesignBrandingLogo DesignClient ManagementProject ManagementAdobe Creative SuiteCanvaFigma
Oversaw regional operations for the Baltimore location, directing staff recruitment, training, and performance reviews. Managed vendor relationships, inventory, and marketing campaigns to support revenue growth.
Staff ManagementTrainingVendor ManagementInventory ManagementMarketingCustomer ServiceOperational Leadership
Earned an Associate of Arts in Graphic Design around 2012.
Earned an Associate of Arts in Graphic Design around 2012.