Janice Butler
Quality Assurance–focused customer operations professional
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About
Quality Assurance–focused customer operations professional with 7+ years of call-center experience in home services and 15+ years in regulated manufacturing environments. Recognized for technical documentation accuracy, compliance adherence, and continuous improvement. Maintained an above-average QA score of 99%+ while supporting claim resolution, service coordination, and KPI performance.
Experience
Technical Support Specialist / Customer Operations - Cinch Home Services
(2019-01 - 2026-03)
- Maintained an above-average QA score of 99%+ through strict adherence to call-flow standards, documentation accuracy, and compliance requirements.
- Reviewed and explained claim approvals, denials, non-covered charges, and credits in alignment with contract terms.
- Verified eligibility, authorizations, and policy limits prior to initiating replacements or service actions.
- Documented all customer interactions using audit-ready notes to support QA reviews and regulatory compliance.
- Performed outbound follow-ups on open claims to ensure resolution and reduce repeat contacts.
- Identified workflow gaps, documentation defects, and policy inconsistencies; escalated issues for corrective action.
Operator / Inspector / Material Handler - AFCO (Robert Bosch & Denso JV)
(2002-01 - 2018-12)
- Cross-trained across multiple fuel pump production lines to support operational flexibility and throughput.
- Performed precision assembly, machine loading/unloading, and component staging in a regulated environment.
- Conducted visual and manual inspections to verify compliance with quality specifications.
- Segregated nonconforming materials and documented scrap to support quality reporting and cost control.
- Served as a certified trainer; completed OJT documentation and validated operator readiness.
- Supported 5S, safety standards, and preventive maintenance activities.
Customer Service Associate - TJ Maxx
(2008-01 - 2009-12)
- Processed customer transactions accurately using POS systems.
- Resolved customer inquiries and supported store operations during peak periods.
Seasonal Customer Service Associate - Belk
(2004-01 - 2005-12)
- Supported high-volume seasonal operations including POS, customer service, and merchandising.
- Maintained organized work areas to support efficiency and customer experience.
Operator / Line Leader / Trainer - Autecs
(2000-01 - 2002-12)
- Led packaging line operations to meet daily production and quality targets.
- Entered production data to support traceability and reporting.
- Trained associates on standard work and quality expectations.
Operator / Inspector / Forklift Driver - JP Stevens
(1987-01 - 2000-12)
- Operated industrial sewing and material-handling equipment in a production environment.
- Performed inspections, rework, and quality checks prior to shipment.
- Moved materials using forklift equipment while adhering to safety standards.
Quality Inspector / Shuttle Operator - Belton Corporation
(1985-01 - 1987-12)
- Conducted product inspections to verify workmanship and functional integrity.
- Met daily production quotas while maintaining quality checkpoints.
Education
Clerk-Typist Diploma - Forrest College
Diploma - McDuffie High School
