LaQula Bailey
Stockbridge
Summary
Highly motivated and results-oriented professional with extensive experience in customer service, quality assurance, sales support, and operations coordination. Demonstrated expertise in meeting demanding deadlines, ensuring compliance with company standards, and driving operational excellence through effective training, coaching, and team development. Recognized for strong communication skills, problem-solving abilities, and a proven track record of enhancing customer satisfaction and organizational performance.
Overview
9
9
years of professional experience
Work History
Quality Assurance Specialist
DG Solutions
Georgia
01.2021 - 06.2025
- Monitor and evaluate call center agent calls to ensure compliance with company quality and customer service standards.
- Score calls based on established quality assurance guidelines and provide feedback to management.
- Trained and mentored newly hired representatives, contributing to improved onboarding effectiveness and service quality.
- Collaborated with leadership teams to identify performance trends and recommend process improvements.
Loan Processing Assistant
Kinsmith
10.2018 - 03.2021
- Reviewed loan documentation for accuracy and completeness before submission.
- Entered and maintained data in the company loan origination system.
- Communicated with clients via phone, email, and in person regarding loan applications and documentation.
- Processed cash and credit card transactions.
- Collected and organized important client information to support loan processing.
Patient Care Representative | Customer Service
Piedmont Urgent Care
04.2016 - 11.2020
- Assisted customers with prescription and payment inquiries through inbound and outbound calls.
- Provided accurate information regarding benefit eligibility and prescription status.
- Acted as a product and service consultant to help customers understand available options.
- Worked to improve customer satisfaction and retention through effective service and communication.
Education
High School Diploma -
Rockdale High School
Rockdale, GASkills
- Customer Service & Customer Support
- Sales & Relationship Building
- Conflict Resolution
- Quality Assurance & Quality Control
- Communication & Team Collaboration
- Call Center Operations
- Problem Solving
- Microsoft Office Suite (Excel, Word, Outlook)
- Cash Handling & Payment Processing
- Technical Support
- Performance Coaching
- Documentation Review
Leadership & Communication
- Developed and managed project plans to improve workflow processes.
- Implemented best practices that improved operational efficiency.
- Successfully led teams to exceed performance goals while maintaining high customer satisfaction scores.
Timeline
Quality Assurance Specialist
DG Solutions
01.2021 - 06.2025
Loan Processing Assistant
Kinsmith
10.2018 - 03.2021
Patient Care Representative | Customer Service
Piedmont Urgent Care
04.2016 - 11.2020
High School Diploma -
Rockdale High School