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Click here or scroll down to respond to this candidateCandidate's Name
Hampton, Street Address EMAIL AVAILABLE PHONE NUMBER AVAILABLESenior Quality Assurance / LeaderEnthusiastic Senior Quality Assurance leader with expertise in quality call monitoring, coaching and providing feedback to associates to maintain high quality customer efficiency metrics. Excellent time management and project planning skills when executing projects. Ensures timely administrative organization management when training, assisting leaders and supporting the business units.B.S. Business Management 2013, current Graduate with honorsSuperb communication, analytical and organizational skills in a fast-pace diverse call center environment. Providing analytical business metricsTrained and coached Associates for both team and individual performanceMotivates and maintains a high level of engagement for teamTECHNICAL SKILLSMicrosoft Word, Excel, Access, Publisher, PowerPoint, Outlook, Intranet, Adobe Reader 9.0, old, see doc, Internet Explorer, Iris, fax, file, copy, excel, Web-based Account servicing systems; Document Retrieval systems; New Application servicing systems; Word process, 60 80 wpm, See-docs, Polaris, TSYS, NICE, Cold, and other technical systems.PROFESSIONAL EXPERIENCECAPITAL ONE FINANCE, Tampa Florida 2000 PresentSenior Quality Assurance Coordinator, 2013Manage the call quality monitoring with in guidelines, vendors, and compliance ensuring proper proto call is met. Communicates to managers the results on QA Forms in a excel spreadsheet. Recommends improvements to quality processes, policies, and procedures developing action plans to improve both internal and external services to customers.Recommends changes to reduce operating cost and increase inefficiency.Facilitates quality calibrations with score cards providing feedback to managers and vendors.Provides documentation on forms and discuss discrepancies, and improves quality to customers. Manages action items as needed for managers and vendors in multiple lines of business.Adheres to compliance and operational risk controls in accordance to company and regulatory standards, policies and practices.(CAAT), Customer Associate Advocate Team, Glen Allen, VA, 2012- 2013Assisted in managing the accountability for all business level functions for (50 100) associates. Provided motivation and development in multi-lines of business training. Supported Unit Manager in providing top quality and exceptional customer service on CSAT scores in multiple lines of business.Supervisor floor for 4 teams (Draft and Digital, Secured CARD, Sales and Balance Transfers), coached agents on the use of CR WEB, corporate procedures, guidelines, and call flow.Supervised, and monitor calls, providing feedback, and coaching on how to improve associate performance and quality.Coached, and trained associates on building rapport with customers, handling challenging calls, and providing positive feedback to enhance customer service competencies.Point of contact to take Supervisor calls that were transferred by associates due to escalation. Provided a one stop resolution response to resolve the concerns and issues of all customers.Develop power point presentations for job specific training for all associates in the four departments. Providing side by sides and coaching, and feedback.Provide UM with information that is needed to strengthen departmentQA all calls to identify trends, issues, and concerns on processes and procedures.Led associates in a strong direction to ensure department metrics were met.Sales Specialist Consultative Sales, Glen Allen, VA, 2006-2012Received high volume Inbounds customer calls, and educated card holders on promotions and utilization of multiple Credit Card programs.Subject Matter Expert (SME) in Consultative sales flow for customers and peers.Recognized for the ability to build customer confidence in using their credit cards.Ensured the highest achievable levels of customer service and quality, receiving multiple (ROAR) Awards Recognizing Outstanding Achievement Results.Received regular Compliments STAR Calls from customers and awards for exceptional customer service.Mentored and recognized by management as a team lead for motivating and encouraging employees. Reviewed and trained staff for optimal performance in a metrics-driven setting.Reputation for being committed to going the extra mile to ensure team and individual goals are consistently met.Inbound Retention Associate, Customer Relations, Glen Allen, VA, 2001-2006Promoted to the inbound call center operation and responsible for retaining customers credit card accounts. Probed customers and asked clarifying questions to determine why they wanted to cancel their accounts. Provided solutions to educate them on the benefit of obtaining a Capital One credit card.Negotiated with customers to bring in additional balances and balance transfers. First employee to bring in 250, 000 Thousands Dollars to line of business.Provided sales coaching and training for new hires.Built and trained employees on developing a positive customer relationships, exceeding department expectations.Recognize for exceeding departmental productivity goals every month.Qualify for sales incentive bonuses monthly by achieving retain rate of 80 % + on eligible accounts.Provided services for Direct Banking, new and existing IRA accounts, including multiple investment programs.Open and Close Money Market Accounts, and verified check amounts to assure accurate information was current on customers account.Sales Associate Customer Relations, Fredericksburg, VA, 2000-2001Entry-level inbound call center associate that managed high risk and high value customers accounts.Recognized for addressing customers needs and concerns meeting (PTP/AHT), and other business metrics for the department.Increased calls handling per hour by 30% in a 3 month period.Commended for increasing productivity while maintaining a stellar quality customer service and receiving high quality scores cards, and receiving STAR CALLS. |
