Karla Henriquez Goodrow
About Karla Henriquez Goodrow
Karla Henriquez Goodrow is a Quality Assurance Manager at Asurion, with extensive experience in operations and workforce management.
Title
Karla Henriquez Goodrow holds the title of Quality Assurance Manager at Asurion. Since 2018, she has been serving in this role, contributing to the company's commitment to high-quality customer service and technical troubleshooting accuracy.
Professional Experience at Asurion
Karla Henriquez Goodrow has a long tenure at Asurion, starting in 2007. She initially worked as a Workforce Analyst for five years, later transitioning to Operations Supervisor from 2012 to 2016. She then served as the Operations Manager from 2016 to 2018. Since 2018, she has been the Quality Assurance Manager, leading call monitoring evaluation processes and collaborating with cross-functional teams to improve quality processes.
Previous Work Experience
Before her extensive career at Asurion, Karla Henriquez Goodrow gained valuable experience in roles such as Assistant Manager at Auntie Anne's, Inc. for 5 months in 2006-2007, Supervisor at The Coffee Bean & Tea Leaf® for 9 months in 2006, and Supervisor at Starbucks from 2003 to 2005.
Education and Expertise
Karla Henriquez Goodrow studied at Middle Tennessee State University from 2011 to 2015. Her academic grounding has bolstered her expertise in quality assurance and operations management. She also briefly attended California State University-Long Beach in 1970.
Quality Assurance Leadership
In her role as Quality Assurance Manager, Karla Henriquez Goodrow oversees the call monitoring evaluation process to ensure excellent customer service and technical troubleshooting accuracy. She designs quality scorecards and develops evaluation processes while assisting senior leadership in strategic planning related to quality operations. She also emphasizes fostering a cooperative team environment by providing recognition, rewards, and career enrichment opportunities.