Alyssa Paterson
North Smithfield,Rhode Island
Summary
Quality evaluation and analytics professional with a background in monitoring KPIs, reviewing performance trends, and turning findings into action plans. Known for supporting change management, coaching teams, and using reporting tools and Excel-based analysis to improve efficiency and service quality.
Overview
13
13
years of professional experience
Work History
Assistant Manager, Quality Evaluation
AAA Northeast
10.2025 - Current
- Manage and oversee quality evaluation programs to ensure consistent adherence to company standards, policies, and customer service expectations.
- Monitor key performance indicators (KPIs) and recommend action plans to improve customer experience and operational efficiency.
- Analyze quality performance data, trends, and root causes to identify opportunities for operational improvement.
- Identified process inefficiencies and collaborated with stakeholders to implement improvements, enhancing performance and customer experience.
- Partner with operations leadership to implement quality improvement initiatives and drive performance goals.
- Developed and maintained performance dashboards and scorecards, enabling data-driven business decisions.
- Analyzed impacts of change management initiatives, tracked results, and measured effectiveness to support successful transitions.
- Support training and onboarding efforts by identifying knowledge gaps and contributing to learning materials.
- Utilize quality management systems, reporting tools, and Excel-based analytics to track performance and identify trends.
Quality Evaluator III
AAA Northeast
03.2023 - 10.2025
- Developed and maintained reports and dashboards to highlight strengths and identify opportunities for call center groups and initiatives.
- Facilitated data discussions with team members and leadership to ensure alignment with company goals.
- Organized, analyzed, and presented data to operational leaders to facilitate informed decision-making.
- Trained quality team colleagues and operational leaders in Calabrio and survey systems to enhance technical proficiency.
Quality Evaluator II
AAA Northeast
01.2019 - 03.2023
- Evaluated phone interactions to ensure alignment with member and operational expectations.
- Facilitated bi-monthly calibration sessions with the Quality Team to enhance evaluation consistency.
- Collaborated with operational leaders to analyze insights gained from evaluations.
- Create reports and organize data to support key call center initiatives.
- Participate in team meetings to provide observations and feedback.
Assistant Branch Manager
AAA Northeast
01.2014 - 01.2019
- Exceeded multiple sales and commission goals by providing products and services that best fit customer needs.
- Mentored and trained staff to consistently exceed sales and customer service standards.
- Completed daily reporting to corporate offices, ensuring all transactions complied with regulations.
- Ensured adherence to policies and procedures for accepting cash, checks, and credit cards across all employees.
Education
Bachelor of Arts - Industrial Psychology
Southern New Hampshire University
12-2027
Associates Degree - General Studies
Community College of Rhode Island
Lincoln, RI01-2011
Some College (No Degree) -
Rhode Island College
North Providence, RISkills
- Quality assurance
- Performance dashboards
- Performance dashboards
- Data visualization tools
- Project management
- Operations management
- Stakeholder communication
- Problem solving
- Microsoft Office proficiency
- Coaching and mentoring
- Team motivation
- Data visualization tools
Accomplishments
- More than 20 years of experience in a customer experience environment. Strong communication and organizational skills, ability to multi-task, and manage time effectively. Ability to communicate the company mission from customers to high-level executives. Participated in cross-functional teams to discover strategies to improve efficiency and support the goals of the call center by using data and observations from evaluated interactions. Proven success in achieving sales and customer service goals.
Timeline
Assistant Manager, Quality Evaluation
AAA Northeast
10.2025 - Current
Quality Evaluator III
AAA Northeast
03.2023 - 10.2025
Quality Evaluator II
AAA Northeast
01.2019 - 03.2023
Assistant Branch Manager
AAA Northeast
01.2014 - 01.2019
Bachelor of Arts - Industrial Psychology
Southern New Hampshire University
Associates Degree - General Studies
Community College of Rhode Island
Some College (No Degree) -
Rhode Island College