Customer Service Quality Assurance

Location:

West Point, UT, 84015

Salary:

60,000

Posted:

November 02, 2010

Contact this candidate

Resume:

Mark T. Larson

**** * *** *

West Point, UT *****

Cell 801-***-****

Email: ******.****@*******.***

Description: I have fourteen years experience in management, compliance tracking, supervision, policy procedures and, and customer service, Personnel skills include a strong emphasis on driving performance, employee development and training. Business skills include supervision, reporting, compliance tracking, and process improvement, sales and marketing.

Accomplishments:

• Promoted to QA Manager Wells Fargo Auto Finance 2003/2008

• Promoted to Supervisor Wells Fargo Auto Finance 1999/2003

• Overseeing Team Member succession planning and development

• Created QM/ collection and customer service best practices

roundtables

• Supervisor of the Quarter Wells Fargo Bank Auto Collections July 2002,

• Created quality recognition program for all of Customer Service,

Collections, Repossession, Specialty and Redemption departments

within all of Wells Fargo Auto Finance. Implemented each program in

seven major call centers

EXPERIENCE

2009/ Present Financial Planning

Premier Financial LLC, Chandler, AZ

Communicate directly with clients, vendors, external resources including attorneys and accountant. Consultation of life insurance and retirement solutions programs to select clientele. Presentation of retirement programs giving workshops to groups of guests from 25 to 36 people. Also meeting with clients and potential client’s provide analysis of client’s retirement objectives, and recommending strategies that would best fit their retirement goals. Responsible for reviewing contracts and processing of legal documents to ensure vendor SLA.

2008/ 2009 Regional Auditor/ Manager

ON- Time, Clearfield, UT

Regional Auditor, responsible for overseeing all stores audits of processes that include, managing staff, sales, inventory, production reports, collections, delivery and warehouse. Risk management assessments for each store revenue and losses. Other responsibilities include marketing, community and customer relations.

2003 / 2008 Quality Assurance, Compliance Manager

Wells Fargo Bank, Salt Lake City, UT

Provide report analysis and performance indicators of compliance and quality control for each banking line of business assigned to. Responsible for managing quality and developing standards for monitoring quality performance of inbound and/or outbound customer calls, through audio and video interaction software programs using Witness and Nice. Managed QA staff that ensured feedback programs provides representatives with guidance to improve performance. Identify and provide quality issues and performance measures for senior management review. In this role I provided targeted training and regulatory and compliance processes to ensure line of business SLA. Coordinate staff, budget, and resources ensuring a high-quality level of service and ensuring staff are properly trained. Document quality issues and performance measures for management review. Also responsible for compiling, maintaining, and providing reporting of department and processing function statistical data. Also provided calibration meetings for management and reviewed calls with Human Resource and learning and development. Participated in corporate audits, to ensure banking compliance measures, and regulatory processes are in order. Responsible for managing onsite and offsite teams of Quality Assurance Analysts. Very familiar with net-meeting and other offsite management tools. Quality teams located in the following sites; Salt Lake City UT, Tempe, AZ, Chester, PA, Kansas City MO. Travel was required each month.

1999 / 2003 Collection Supervisor II

Wells Fargo Bank / First Security Bank, Salt Lake City, UT

Directly responsible for collections of late stage portfolio of direct and

indirect loans. Overseeing first level supervisors, and management’s direction and communication. Managing escalated accounts for special treatment. Proven ability to develop, mentor, motivate and provide leadership to new and existing team members. Responsible for

developing and implementing effective strategies including redesign of

programs to protect losses. Advanced knowledge of policy, procedures,

systems, skip tracing, bankruptcy and ,specialty collections practices.

1995 / 1999 Collection Specialist

Chrysler Financial, Phoenix AZ, Salt Lake UT,

Responsible for collections of Auto Loans, Very familiar with all collection processes including skip trace, recovery, field work including repossessions. In depth knowledge of regulatory and compliance procedures including legal and bankruptcy procedures.

1989 / 1994 Customer Service Representative

Norwest Bank Arizona, Mesa AZ,

Responsible for many aspects of banking procedures. Daily procedures

including external and internal transactions, balancing vault, foreign

currency exchange, and most internal banking processes. Responsible

for sales goals and meeting customers needs and expectations.

EDUCATION 1991-1993 Grand Canyon University, Phoenix, AZ

• Business, Physical Science

• 1998 Scottsdale Investment School obtained Series 7 and 63 licenses

• Life and Health insurance licenses 2009

Skills:

• ACLS, Hogan, FDR, YOM, Imaging, Shaw, Excel, Word, Outlook,