Quality Assurance Customer Service

Harriet J. Taylor

**** *. ** ****** (***) ***-

4290

Milwaukee, WI 53216

******@*******.***

TRAINING PROFESSIONAL

Training Management . Training Development . Quality Assurance

Client Implementation Management . Scope of Work Documentation & Review

Accomplished and committed business professional that has advanced through

the ranks of a Training and Quality Organization in the financial services

industry. Skilled at developing and executing learning programs that reduce

training time while meeting employee productivity requirements. Proficient

at conducting needs analysis and preparing custom training solutions that

address specific client requests.

Created scope of work documents for a new business initiative. Maintained

ongoing client contact to insure compliance of corporate branding, customer

service and quality assurance expectations. Adept at managing high priority

tasks simultaneously and readily assumes additional responsibility in a

fast paced dynamic environment.

PROFESSIONAL EXPERIENCE

FIS CORPORATION, Milwaukee, WI 2000 to 2011

FKA, METAVANTE CORPORATION

TRAINING MANAGER 2009 to 2011

Manage daily training operations for US Voice Services Division with a

focus on determining the scope, audience and goals of training projects.

. Provides leadership and direction to eight Training Specialists in

multiple US locations

. Directed the design, development and implementation of training

programs for non-exempt and exempt employees in Little Rock, AR,

Milwaukee, WI and St. Petersburg, Fl

. Responsible for improving and augmenting existing Supervisor and

Teamlead Progression Programs

. Established Career Development Program for floor associates across

several business lines

. Supported all levels of management by identifying and resolving

problems through analysis of employee expectations, resources

available and employee skill and knowledge

. Coordinated and successfully managed group training efforts, including

obtaining facilities, scheduling training dates and reporting class

attendance, performance, and attrition data

. Administer, analyze and published Associate Satisfaction Survey data

with corresponding action plans for US Contact Centers

. Facilitate Management 360 Employee Feedback process

. Worked with management to continually evaluate and refine training

courses

. Evaluated and customized vendor-training packages to meet location and

department training requirements

Promoted to TRAINING and QUALITY MANAGER 2006 to 2009

Manage day to day training and quality assurance functions to ensure

adherence of Customer Service and Operation's Department policies and

procedures.

. Responsibilities included development, maintenance, delivery and

documentation of training curriculum with supporting documentation

. Managed a team of 16 Trainers and Quality Assurance Analysts in two

locations, Madison and Milwaukee, WI

. Met monthly and yearly budget objectives

. Created Scope of Work document for perspective client, successfully

transitioned client over to the business unit after implementation

. Revised quality monitoring guidelines based on business trending and

statistics

. Implemented "Just in Time" Coaching

. Monitored recorded calls for client compliance, established performance

and evaluation standards

. Successfully championed job reclassification of existing staff, created a

career progression plan with emphasis on demonstrated competencies

. Scheduled, maintained and conducted call calibration sessions with

clients and management

. Developed procedures to audit and monitor internal Collections

(Operations) practices to assure adherence with Fair Debt Collections

Practice Act (FDCPA)

Promoted to TRAINING and QUALITY SUPERVISOR 2004 to 2006

Responsible for all inbound call center new hire, refresher and

enhancement training. Managed growing quality assurance program.

. Supervised a staff of 12 employees

. Implemented Leve1, 2 and 3 online assessments, identified areas requiring

additional training

. Established performance and evaluation goals.

. Recommended operational improvements; such as standardization of

verification procedures to minimize potential losses due to fraudulent

access

. Updated documentation, product manuals and FAQs

Promoted to UNIT MANAGER 2003 to 2004

Effectively supervised a team of six Customer Service Agents in the

Commercial eBanking Department.

. Assisted in improving agent's job knowledge by use of mentoring and

coaching techniques, which enhanced the team's AHT, SLA and call coach

scores

. Spearheaded a committee to review Call Center's customer complaint

processes

Technical Support Representative 2000 to 2003

Educated end users on how to utilize online banking tools and applications

. Listened to customer concerns, analyzed priority issues and developed

solutions resulting in retention of customers

EDUCATION

B.A. Business and Management, Alverno College, December 2003

A.A. Microcomputer Specialist, Milwaukee Area Technical College, May 2001

PROFESSIONAL DEVELOPMENT

Professional Certification in Training, UW-Milwaukee, School of Continuing

Ed., 2005

Graduate Courses, UW-Milwaukee, School of Adult Education, 2004

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