Lead Retail Sales Associate
2552 Gaylon St
Birmingham, AL 35235
To obtain a full time position at your company that will allow me to grow professionally and utilize my education and my previous work experience.
Quality Monitor 1 (Customer Contact Monitoring Team), Wells Fargo Bank, 11/11-Present
Responsible for call monitoring and claims auditing of call center analysts focusing on Customer Experience/Quality Service with goal of creating Customer Loyalty and minimizing risk for all BU's supported.
Random Capture of calls via NICE Monitoring Application.
Selecting, Researching, Reviewing, Scoring calls/claims focusing on Quality, Customer Experience, Risk reduction and/or Compliance as required by internal/government guidelines.
notification of coaching requirements on below 92% scores and ensuring coaching is completed timely, escalation of key maintenance errors identified during scoring process and ensuring resolution of same, reviewing programs, processes, documentation, to ensure compliance with internal company requirements and/or government regulations, reviewing systems to ensure company standards are met, ensuring exceptions are notated and issues escalated as necessary.
Summarize monthly key findings/trends identifying risks and recommending standards to improve performance ratings of call center analysts. Facilitates training of newly trained call center agents
Primary responsibilities include performing quality/performance, compliance and control monitoring reviews based on the procedures, compliance and internal control requirements in support of the Wells Fargo Complaint Management Policy within ROFPS.
Customer Service Representative (Executive Office), Prevention Contact Center, Wells Fargo Bank 11/10 – present
Working with customer accounts to resolve customer inquiries
Entering information into the computer system
Documenting corrective measures
Resolving routine to moderately complex and difficult customer problems and inquiries(fraud related)
Assisting with escalated calls
Assisting in the training class
Customer Service Representative 3, Wachovia Bank 03/05 – 11/10
Assisting customers in understanding their banking products
Resolving banking issues in a timely manner
Answering phones as well as typing information into a database
Resolving escalated issues, filling in for supervisors if needed
Assisting with QA monitors
Huffman High School- Birmingham, Al 1994-97
University of Alabama at Birmingham- Birmingham, Al 1998-99
Virginia College- Birmingham, AL 2009-10
Customer Service Skills
Available upon Request