Quality Assurance Coach
Samantha Werntz
Activus Connect (Remote)
South Bend
13
years of professional experience
Professional, result-driven quality coach with substantial experience in implementing quality assurance processes and elevating team performance. Skilled in identifying inefficiencies, developing improvement strategies, and fostering culture of continuous improvement. Known for strong collaboration, adaptability, and commitment to achieving organizational goals. Proven ability to mentor and guide teams toward achieving high standards of quality and performance.
Work History
Quality Assurance Coach
4 Years 2 Months- Calibrated scoring with operations leaders to maintain consistent evaluation practices.
- Analyzed trend reports to identify recurring issues and recommend process improvements.
- Reviewed workflows to support policy accuracy and reduce quality defects.
- Increased customer satisfaction by swiftly addressing concerns and implementing solutions to prevent recurrence of issues.
Customer Service Representative
1 Year 2 Months- Managed high-volume queues while maintaining professionalism, accuracy, and service quality.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Shipping Clerk
3 Years 2 Months- Coordinated with carriers to schedule pickups and resolve delivery issues
- Loaded, staged, and organized materials for efficient shipping operations
- Communicated with warehouse teams to prioritize urgent outbound orders
- Maintained compliance with shipping procedures, safety standards, and documentation requirements
- Coordinated with warehouse staff to ensure timely order fulfillment and delivery.
Infant/Toddler Teacher
1 Year 4 Months- Observed developmental milestones and documented progress for individualized instruction
- Communicated consistently with families regarding behavior, growth, and classroom participation
- Guided positive behavior using calm redirection and supportive reinforcement
- Maintained safe, clean classroom environments aligned with childcare standards
Therapy Tech
7 Months- Coordinated patient transport and scheduling support to keep therapy flow efficient.
- Streamlined administrative tasks such as scheduling appointments and filing documentation, ensuring smooth clinic operations.
- Sanitized therapy tools and surfaces to support infection control standards.
Phone Sales Operator
7 Months- Resolved customer inquiries and escalations, maintaining service quality and supporting retention goals.
- Monitored daily queue activity, balancing workload and ensuring timely response to sales requests.
- Increased sales revenue by developing strategic plans and implementing effective sales techniques.
Education
High School Diploma
Skills
Performance evaluation
Quality Auditing
Time Management
Employee Development
Customer Service
Quality metrics monitoring
Teamwork and collaboration
Coaching and mentoring
Timeline
Quality Assurance Coach
Activus Connect (Remote)
09.2022 - CurrentRead More
Customer Service Representative
Sykes (Remote)
07.2021 - 09.2022Read More
Shipping Clerk
ProAir
05.2016 - 07.2019Read More
Infant/Toddler Teacher
Growing Kids
01.2015 - 05.2016Read More
Therapy Tech
Valley View Healthcare Center
01.2015 - 08.2015Read More
Phone Sales Operator
Aegis Communications
01.2014 - 08.2014Read More
Manchester University
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Indiana University South Bend
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Ivy Tech
Read More
Marian High School
High School Diploma
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