Quality Assurance Control

NICOLE Y. EVANS

Charlotte, NC ***** 704-***-**** ad5cpb@r.postjobfree.com

Customer Representative

Strong dedication to helping customers resolve issues and cultivating a positive image of the company. Excel in both team environments and alone. Passionate about building customer relationships and defusing customer situations.” “Customer-obsessed support professional looking to use my interpersonal and problem-solving skills to deliver swift resolutions.

SKILLS

High diligence and accuracy

Analytical and prioritizing skills, multi-tasking

Verbal, written and interpersonal communication skills

Strong Communication skills

Teamwork

Collaborative

Adaptability

Flexibility

Time Management

Reliability

Moderate Microsoft Excel skills

Advanced in Microsoft Office

EXPERIENCE

Wells Fargo, 2022 - Present

Quality Control Administrator

Provide quality control support

Perform quality reviews and ensure control procedures are followed

Identify, research, resolve and report all discrepancies related to claims, procedural issues, and quality data transmissions

Document quality issues and performance measures for management review

Provide support to the business line staff in the areas of reporting and business documentation

Evaluate the quality and accuracy of work being reviewed

Work closely with both internal and external customers to meet their service needs

Function as a subject matter expertise

Provide information and assist in the feedback and education to staff

Wells Fargo, 2018 – 2022

Quality Assurance Administrator

Provided support and scoring guidance quality assurance staff by answering questions on regulations or compliance, procedures, policies, and First Call Resolution

Escalated key maintenance errors identified during scoring process and ensure resolution of same, reviewing programs, processes, documentation, to ensure compliance with internal company requirements or government regulations

Reviewed systems to ensure company standards are met, exceptions are notated, and issues escalated as necessary

Assisted in development and design of product specific databases

Review and score work

Prepared calibration score and facilitate calibrations across the team to ensure consistency of quality scores delivered to clients

Monitored quality assurance programs and processes to identify gaps and risk assessment

Designed and conducted training for as needed

Provided coaching to staff and track performance expectations and results

Crafted final scoring decisions on disputes which impact quality results

Interacted with staff and business partners to promote teamwork and departmental effectiveness

American Red Cross, 2019 – 2021

Service Agent IV (Part-time)

Contacted donors to respond to questions and provide resolution, forwarded medical eligibility questions to the appropriate office as needed

Supported agent questions through phone, instant message and/or email, respond to emails to address the needs of the customer

Utilized multiple computer systems simultaneously to target appropriate blood drives for donor, update donor records as needed and to record outcomes of calls

Developed a working knowledge of donor criteria and organizational departments and maintain production standards to meet established collection goals

Developed a working knowledge of donor criteria and organizational departments and maintain production standards to meet established collection goals

Ability to work independently of others; major decisions require approval from Manager

Wells Fargo, 2016 – 2018

Brokerage Service Customer Representative III

Provided service support via phone to self-directed brokerage clients as well as Financial Advisor assigned account holders with assistance from senior staff or management support

Researched account and transactions records to resolve basic discrepancies, answer questions or provide documentation on client activities

Gained proficient understanding of product knowledge and continuously develop client service skills

Assisted clients with completing investment forms transferring funds, and completing distributions

Answered inquires related to tax documents trade confirmations and monthly investments statement

Functioned as priority contact number for assisting clients with questions regarding the Digital investment platform

Processed complex transactions and performed extensive research to resolve complex customer inquiries

Performed in a fast paced and high-pressured environment

Navigated multiple computer systems, applications, and utilized search tools to find information

Troubleshooting common problems

Assisted clients with a variety of financial needs

EDUCATION

NCAT State University

Bachelor of Science (BS) in Transportation and Supply Management

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