Sales Quality Assurance
Resume:
Shawnte Williams
**** ********** ** ** **, Charlotte, NC 28212, 205-***-****
Objective To obtain a position which will allow me to continue to practice and implement leadership acquired skills to assist in the development of others and continue my career growth.
Employment
Phone Bank Supervisor Wells Fargo Bank, Charlotte, NC July 2011-July 2012
- Trained and developed team members to achieve success
- Ensured team members meet corporate metrics in both Legacy Wachovia and Wells groups
- Coached bankers on sales technique and performance metrics
- Met required monthly coaching session to ensure team member development
- Created a positive and effective work environment
- Researched and resolved escalated customer concerns and questions
- Partnered with leaders and team members to identify, recommend, and implement best practices
- Provided coaching to bankers on navigating CIV
- Prepared and delivered monthly, quarterly, and annual performance evaluations.
- Maintained a corporate credit card in order to purchase office supplies, awards and recognition.
- Reviewed and approved timesheets to ensure accurate payroll
- Maintained employee personnel and performance files.
- Scheduled, prepared, and facilitated bi-weekly team meetings
- Prepared, reviewed and approved customer correspondence letters
- Provided standard information on administrative policies
- Used and provided coaching on the Soft Phone System
- Conducted applicant job screens and interviews
- Experienced in conducted situational based and Adler interview structures
- Experience working knowledge with the NICE Call Monitor System
- Experience working knowledge with ESP Scheduling System
- Experience working knowledge with STS Tracker
- Experience working knowledge with FDR
- Experience working knowledge with Hogan
Phone Bank Supervisor Wells Fargo Bank, Homewood, AL May 2010-July 2011
- Trained and developed team members to achieve success
- Ensured team members meet corporate metrics in both Legacy Wachovia and Wells groups
- Coached bankers on sales technique and performance metrics
- Met required monthly coaching session to ensure team member development
- Created a positive and effective work environment
- Researched and resolved escalated customer concerns and questions
- Partnered with leaders and team members to identify, recommend, and implement best practices
- Provided coaching to bankers on navigating CIV
- Prepared and delivered monthly, quarterly, and annual performance evaluations.
- Maintained a corporate credit card in order to purchase office supplies, awards and recognition.
- Reviewed and approved timesheets to ensure accurate payroll
- Maintained employee personnel and performance files.
- Scheduled, prepared, and facilitated bi-weekly team meetings
- Prepared, reviewed and approved customer correspondence letters
- Provided standard information on administrative policies
- Used and provided coaching on the Soft Phone System
- Experience working knowledge with the NICE Call Monitor System
- Experience working knowledge with ESP Scheduling System
- Experience working knowledge with STS Tracker
- Experience working knowledge with FDR
- Experience working knowledge with Hogan
- Served on Birmingham Phone Bank Merger Committee
- Served on Birmingham Phone Bank Sales Committee
- Nominated for Service Manager Award for 3rd Quarter 2010
- Top 3 sales performing team in 2010
Phone Banker 4 Wells Fargo Bank, Homewood, AL January 2009-May 2010
- Handled escalated calls from less experienced bankers
- Provided coaching to bankers to meet all performance goals
- Assisted supervisor with management of daily activities
- Facilitated and co-facilitated team meeting
- Reviewed data and reported trends to supervisor
- Performed operational duties of the supervisory position, in the absence of the supervisor
- Served on Birmingham WDA Quality Assurance Team
- Served on Birmingham WDA Merger Committee
- Voted Leader of the month June 2009
Phone Service Rep. Wachovia Bank, Homewood, AL April 2006-December 2008
- Member of the Rising Stars
- Exceeded performance goals
- Served as team productivity champion
- Coached new hire training classes
- Served as a floor coach as needed
- Traveled abroad to provide coaching support to international leaders
Asst. Store Manager Shell Service, Birmingham, AL November 2005- April 2006
- Prepared daily sales reports
- Performed cashier duties
- Ordered merchandise for store
- Ensured customer satisfaction
- Assigned weekly employee schedules
- Inventoried
Transportation Management Coordinator United States Army, Mobile, AL May 1999- January 2008
- Maintained a port systems database
- Troubleshot workstation end user issues
- Restored equipment to operation by replacement of line replaceable unit.
- Assisted in the design, preparation, editing, and testing of computer programs.
- Compiled production report data and quality control information.
- Assisted less experienced soldiers in the installation, operation, and maintenance of information processing equipment.
- Drafted program operation manuals and technical program requirements documents.
- Troubleshot software using established debugging procedures.
- Coordinated transport capability to meet a movement mission.
- Marked and labeled cargo and freight shipments in accordance with regulatory requirements.
- Documented and inventoried freight, cargo, and materiel shipments of all types
- Operated automated data terminal equipment to prepare movement documentation or related correspondence.
- Arranged documentation and reports for follow-up or response to tracer actions.
- Prepared transportation movement documents and related forms for the type of shipment and mode of travel.
- Performed office duties such as posting regulations, files maintenance, and routine office correspondence.
- Provided supervision and technical guidance for subordinates.
- Assisted in the inventory over 100 military vessels in support of Operation Enduring Freedom
Corrections Officer Mobile County Sheriff’s Office October 2004- November 2005
- Performed routine and random headcounts of inmates in a correctional facility
- Conducted inmate cell searches
- Transported inmates to medical facilities
- Completed reports on inmate activities
Education University of South Alabama, 2001-2005
Radiological Sciences, Business Minor
Computer MS Word MS Access MS Works
Skills MS Excel MS PowerPoint
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