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

Computer Skills




Available upon Request


  • ID#: 110672
  • Location: Birmingham, AL , 35235

Don't Be Fooled

  • When selling, do not put your home address in your ad.
  • To avoid scams, buy and sell with people you can meet locally, in person.
  • When meeting with someone you don't know, meet in a public place. If that's not possible, have a buddy with you. Also, carry a cell phone; if you feel unsafe, you can call a trusted friend, and stay on the line.
  • Never give out financial or private information like account numbers, PayPal login, or social security number.
  • If an offer sounds too good to be true, it is. Walk away!

Look Who's Hiring!

Part-Time Retail Sales Associate
Birmingham, AL Kohl's
Part-Time Retail Sales Associate
Oxford, AL Kohl's
Part-Time Retail Sales Associate
Montgomery, AL Kohl's
Retail Sales Associate
Dothan, AL Battery Source
Firearms Retail Sales Associate
Mobile, AL Dick's Sporting Goods Inc
Customer Service, Retail Sales Associate, Part...
Birmingham, AL Batteries Plus Bulbs