Debra Baker

Hampton, ***** acr6lc@r.postjobfree.com 757-***-****

Senior Quality Assurance / Leader

Enthusiastic 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 honors

Superb communication, analytical and organizational skills in a fast pace diverse call

center environment. Providing analytical business metrics

Trained and coached Associates for both team and individual performance

Motivates and maintains a high level of engagement for team

TECHNICAL SKILLS

Microsoft 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 EXPERIENCE

CAPITAL ONE FINANCE, Tampa Florida 2000 –

Present

Senior Quality Assurance Coordinator, 2013

Manage 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.

Debra Baker page two

804-***-****

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 2013

Assisted 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 department

QA 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 2012

Received 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 2006

Promoted to the inbound call center operation and responsible for retaining customer’s 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 employee’s 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 2001

Entry 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”.

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