Lead Retail Sales Associate

Tamika.Blount


205-218-2258


2552 Gaylon St


Birmingham, AL 35235


 


 


OBJECTIVE


 


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.


 


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


 


 


 


EDUCATION


 


Huffman High School- Birmingham, Al 1994-97


University of Alabama at Birmingham- Birmingham, Al 1998-99


Virginia College- Birmingham, AL 2009-10


 


SKILLS


 


Customer Service Skills


Computer Skills


 


REFERENCES


 


Available upon Request


 

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

Don't Be Fooled

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