Customer Service Quality Control

**** *** ****** . *******, ** ***** . Phone 210-***-**** Shawna

Soldevila

Qualifications

Vast knowledge and experience in the following

programs: Active Directory, Novell Console One,

Software Delivery Explorer, CA Service Desk,

Business Objects, SQL, Six Sigma and Microsoft

Programs such as Excel, Word and PowerPoint.

Experienced leader with 7 years of experience in

proficient organizational skills, ability to

develop tactical and strategic plans for end-users

solutions, experience in software & hardware

support and knowledge for Microsoft Operating

Systems and Microsoft Business Applications.

Work experience

2010 - Current Health and Human Services Killeen,

TX

Texas Works Advisor II

Maintains a regular and predictable work schedule

Obtains, verifies, and calculates income and

resources to determine client financial eligibility

Interviews clients or authorized representative to

gather information to determine eligibility for

benefits

Conducts reviews to determine or verify eligibility

or continued eligibility and benefit level

Processes changes to client status, overpayments,

and adjusts or restores benefits

Documents case records using automated equipment to

form a record for each client

Communicates on an intermediate level with others

(internally or externally) to provide, exchange, or

verify information, answer inquiries, address

issues, or resolve problems or complaints

2008 - 2010 Sallie Mae Servicing Killeen, TX

Solution Center Associate

Troubleshooting network printing, network scanning,

hardware, network, voice, data & mainframe printing

and security related issues.

Complete hardware repair, software deployments and

imaging workstations for HP & Dell Computers and

Laptops.

Complete hardware repair and providing network

connection to the following servers:

Microsoft 2000 Servers

Microsoft 2003 Servers

Unix Servers

Activate and provide technical support to

BlackBerry users.

Document requests received at the HelpDesk phone

line or via email.

Assisted user's with troubleshooting technical

issues through the phone line, via email and in

person.

Provided operator functions to the local Call

Center.

Provided software deployment support to include

after hours support and on-call rotation.

Completed reports to track trends on calls,

outstanding issues, high priority calls to improve

the technical support department.

2007 - 2008 Sallie Mae Servicing Killeen, TX

Business Improvement Specialist

Gather data and prepare management reports related

quality, productivity, complaints and escalations.

Develop, maintain and provide proper tracking and

reporting mechanisms for all operational areas.

Track and communicate impacts of implementation or

non-implementation of recommendation resolutions

Provide administrative support to operation areas

to assist in other issues concerning the NICE

databases.

Cultivate and maintain an ongoing, positive

relationship with operational management team to

ensure all customers understand the Trending and

Analysis role in supporting operational success.

2005 - 2006 Sallie Mae Servicing Killeen, TX

CollegeServ Representative

Responsible for providing customer service in the

handling of school inquiries and other request to

ensure prompt and accurate problem resolution.

Conduct detailed research and analysis of accounts

and problem issues in a timely manner.

2004 - 2005 Sallie Mae Servicing Killeen, TX

Private Credit Interim Supervisor

Supervised teams of PCO Processing Agents engaged

in processing a variety of loan services.

Handled and resolved difficult, complex or

sensitive customer problems.

Provided team building, coaching, and employee

empowerment techniques to stimulate increased

productivity.

Compiled numerous management reports.

2003 - 2004 Sallie Mae Servicing Killeen, TX

PCO Processing Agent

Transcribed routine pre-coded and identifiable

alphanumeric data from source documents into an

automated system.

Verified processing work to ensure accuracy and

completeness.

Trained seasonal agents on Specialty Volumes such

as CEC, EDMC, Bar Study, Law Loans, MBA Loans,

822/857 queues and E-Signature Databases.

Provided supervisor assistance in updating agents'

productivity and quality reports onto Access

Databases.

Performed additional job duties including

processing the Resource box, Captiva Loans, and

spreadsheet reports.

As a tenured processing agent, assisted with

questions and answers to new staff.

2002-2003 Sallie Mae Servicing

Killeen, TX

PCO Quality Control Analyst

Responsible for ensuring superior call quality

through monitoring and evaluations of application

processing.

Developed, designed, implement, and modified

evaluations forms in NICE.

Scheduled, listen and reviewed approximately 250

applications a week.

Developed a library of strong and weak application

processing for all to learn from.

Maintained a strong, consistent communication loop

and relationship with supervisors and management

team.

Provided a thorough, articulate feedback to agents

via oral, written, and progress reports.

2001 - 2002 Sallie Mae Servicing Killeen, TX

PCO Customer Service Specialist

Maintained records of call-flow type observed and

identified frequent customer needs to assist

department in providing optimal customer service.

Listened to customer challenges, collecting all

pertinent data and responding to situations

accordingly.

Answered customer inquiries regarding loan

applications and products including, but not

limited to interest rates, pre-approvals, school

certification, and credit information.

Education Central Texas College - Associates Degree in

Information Technology

August 2009 - Current

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