Monique L. Henderson seeks a supervisory position where she can utilize her organizational, personal, and technical skills. She has over 10 years of experience at Greatcall, starting as a Technical Support Representative and advancing to Senior Quality Assurance Analyst. In her current role, she performs audits, makes recommendations to improve processes and procedures, and provides coaching to agents. She has a diploma in Audio Recording and an AA degree in Business Administration.

1. Monique L. Henderson
221 Smilax Rd. Apt. 125 Vista, CA 92083
Phone: 323.379.6018  E-Mail: hendersonm92129@gmail.com
Objective
To obtain a supervisory position that will allow me to utilize my organizational, personal and technical skills.
Experience
Greatcall 2013-Present
Sr. Quality Assurance Analyst
Performed audits for various Greatcall business units, with majority of the audits being Technical Support.
Worked closely with all level of leadership to make process and procedure recommendations. Participated in
the process of developing and submitting policy and procedure changes as needed through the training
department. Provide agents with coaching opportunities as well as accolades. Provided feedback to QA
leadership regarding trends outside of the Greatcall policies and procedures set forth. Recommend process
and policy improvements to reduce inefficiencies. Facilitated bi-weekly calibration sessions with all business
units and conducted QA presentations with all new hires.
Greatcall 2011-2013
Sr. Technical Support
Prepared daily follow up reports, weekly status reports, and agent error reports. Conducted quality assurance
audits for the technical support team. Improved processes and procedures, including call flows, and
escalations paths. Worked with QA leadership providing feedback to better align attributes to fit Technical
Support departmental needs. Assist the Training department with additional training for seasoned agents and
mentored new hires. Facilitate team meetings, participated in software development meetings, and reported
trends to Net Tech, SQA and engineers.
Greatcall 2009-2011
Technical Support Representative
Answered inbound customer calls and assisted with resolving calling, signal, coverage, hardware and software
issue. Addressed and resolved customer’s reported issues by successfully troubleshooting and identifying the
root issue. Track and reported trends, assist with implementing new processes and creating supporting
documentation.
Education
MediaTech Institute 2013-2014
Diploma in Audio Recording
Miramar Community College 1999-2001
AA Degree in Business Administration.
Skills
Proficient in Microsoft Office suites. Excellent oral, written and interpersonal skills. Able to multi-task and problem
solve, accept feedback as well as give it. Proficient in computer hardware, Internet, and wireless.