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Jasmine Courtney

Quality Analyst Manager-Maps, Google+

Norwalk, CA


Work Experience

Quality Analyst Manager (Maps, Google+, GooglePlay)

Mountain View, CA

October 2012 to January 2013

Worked with specialized clients for Google as well as Google Play. 
Analyzed trends in product launches, productivity, accuracy and metric usage. 
Created various stages of quality framework for different projects as they progressed. 
Created first Quality training at incubator call center. 
Delivered, supported, and created training for over 200 agents. 
Gained absolute knowledge in all projects involved to ensure analysis of processes and systems were objective and efficient. 
Proactively worked with process mentors from both internal and external departments. 
Identified knowledge gaps, created action plans to bridge gaps, provided retrainings. 
Formulated new processes and procedures in order to best meet agent, client, and employer needs.

A/V Telesales

May 2011 to October 2011

Provided phone and email support through the SugarCRM and ViciDial. 
Helped maintain MACS integrity during software changes. 
Applied internal software changes for sales and order processing. 
Created advertisements and designed web page format. 
Assisted in associate development and training. 
Assisted in catching fraudulent orders, setting up communications with our carrier, and developing software updates and script for descriptions on site. 
Received recognition for quick advancement through several technical training programs provided by the company and its 

Assistant Manager

Nordstrom, Inc

January 2008 to February 2011

Promoted from Brass Plum sales to Management. 
Created store wide events to drive business and sales. 
Recognized for my work with loss prevention to ensure safety of merchandise, staff, and policy 
Interviewed, trained, and hired new employees. 
Created district wide employee & management development trainings. 
Created district quarterly reports and provided presentations for stores during quarterly meetings. 
Provided excellent customer service to every quest. 
Worked with designers and models directly during fashion shows and designed sales floor.



West Valley College

Additional Information

Developed quality standards and framework for several specialty clients, as well as implemented new training strategies. 
Delivered training to over 175 Google contract employees. 
Experience working in management at an incubator start up call center. 
Assisted in core development of employee and management training for a large high end retailer. 
Assisted in initial development of email QA process for large online retailer. 
Assisted in team development, coaching, coordinating. 
3+ years of experience in team management and providing exceptional customer service. 
Strong written and verbal communication skills. 
Enthusiastic, hardworking, and creative. 
Received extensive product and technical training for all major electronic companies. 
Types between 90-120 WPM, with 99% accuracy. 
PC & Mac systems, MACS order management, Vicidial, CallCopy, OpenOffice Suite, MS Powerpoint, MS Office, MS Excel, Sugar CRM, Apple Products, 
Google Products ( Android, Drive, Chrome).