Sylvia Upleger
Sparta
Summary
Quality assurance professional with comprehensive background in ensuring highest standards of product quality. Proven ability to identify and address defects while maintaining strong focus on collaboration and results. Reliable and adaptable team player with skills in test planning, execution, and problem-solving, ensuring seamless adaptation to evolving project requirements.
Overview
11
11
years of professional experience
Work History
QA Specialist
TTi Floor Care NA
12.2017 - 02.2025
- Facilitated effective communication between QA, development, and management teams through regular status updates on ongoing projects, including progress reports and issue tracking metrics.
- Improved product reliability through thorough regression testing of bug fixes and new features.
- Collaborated with cross-functional teams to ensure timely resolution of critical software issues affecting customer satisfaction.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Reported problems and concerns to management.
- Conducted data review and followed standard practices to find solutions.
- Reviewed production processes and identified potential quality issues.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in training programs to enhance product knowledge and customer service skills.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
- Cross-trained and provided backup support for organizational leadership.
Technical Support Representative
Ben Lomand Telephone
08.2017 - 12.2017
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Maintained high levels of customer satisfaction, consistently exceeding departmental goals.
Customer Service Representative
TTi Floor Care NA
01.2017 - 06.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Improved resolution time with effective problem-solving for customer complaints.
Customer Service Representative
Blue Cross Blue Shield of Texas
08.2014 - 12.2016
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
High School Diploma -
05-2004
Skills
- Collaboration and communication
- Product troubleshooting
- Problem resolution
- Call center experience
- Customer service expert
- Computer proficiency
- Call center operations
- Microsoft Excel
- Microsoft outlook
- Critical thinking aptitude
- Technical issues analysis
- Data recovery
- Team development
- Microsoft PowerPoint
- Customer relationship management (CRM)
Timeline
QA Specialist - TTi Floor Care NA
12.2017 - 02.2025
Technical Support Representative - Ben Lomand Telephone
08.2017 - 12.2017
Customer Service Representative - TTi Floor Care NA
01.2017 - 06.2017
Customer Service Representative - Blue Cross Blue Shield of Texas
08.2014 - 12.2016
White County High School - High School Diploma,
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