Angi Smith
Customer Service - Quality Assurance
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About
Results-driven Quality Assurance professional with over 6 years of combined experience in high-volume service environments and technical QA management. Proven track record of leveraging a foundational, over 15-year background in customer support to identify root-cause issues and enhance the end-user experience. Expert in designing rigorous testing frameworks, managing cross-functional teams, and aligning quality standards with broader organizational goals.
Experience
Patient Advocate - Rugiet
(2026-03)
- Serve as the main point of contact for patients by addressing billing inquiries, order tracking, and platform navigation issues through phone, email, and live chat.
- Function as the liaison between patients, the clinical team, and the pharmacy to facilitate smooth custom prescription fulfillment.
- Provide compassionate and prompt support to patients, ensuring exceptional care while strictly adhering to HIPAA regulations.
Technical Support Agent - BizLibrary
(2025-04 - 2026-03)
- Provided expert-level support for client configurations, consumer questions, and LMS integrations, ensuring seamless data flow and high uptime for enterprise-level clients.
- Analyzed customer feedback and platform friction points to provide data-driven recommendations to the Product team, directly influencing the UI/UX updates for the 2026 platform refresh.
- Acted as a key liaison between the front-line support team and the Product Team.
Customer Service Representative - Greenlight
(2025-01 - 2025-04)
- Maintained 100% adherence to stringent state regulations and seed-to-sale tracking protocols, ensuring all transactions and product handling met legal quality standards.
- Contributed to the refinement of in-store operational workflows, identifying bottlenecks in the checkout process and suggesting improvements that increased efficiency and reduced wait times.
Quality Assurance Specialist - Block
(2021-09 - 2024-08)
- Evaluated high-volume customer interactions for the Square ecosystem, ensuring strict adherence to communication standards, technical accuracy, and FinTech regulatory requirements.
- Led weekly calibration sessions with Team Leads and Managers to standardize scoring rubrics, reducing "reviewer bias" and ensuring a consistent customer experience across global support centers.
- Developed comprehensive feedback reports for frontline agents, translating complex quality data into actionable coaching insights that boosted average quality scores.
Education
Associates Degree - Sanford-Brown
