Quality Assurance Supervisor

Seteka Quarles

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

**** ****** ***. *****

City, Georgia 30291 .

404-***-**** 770-

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

Qualifications

Summary

Extremely motivated professional with over six years of experience in

collections management, technical support, and training. My strengths

include being able to communicate with personnel at all levels and apply

effective solutions to meet user and customer needs.

. Proven collections management skills in developing, mentoring, and

excelling staff members to meet their full potential

. Cisco Software Experience

. Expertise in Microsoft Office Suite

PROFESSIONAL EXPERIENCE

NCO Financial Services- Hapeville, GA

11/2004 - Present

Collections and Credit Analyst Supervisor for automotive finance clients in

a call center

Effectively communicate expectations, consequences, changes, policies, and

procedures to staff.

Manage the collection risk of the department and individual files.

Provide motivation for the successful accomplishment of the assigned team's

quality standards and goals.

Monitor floor activity and calls to assist employees.

Provide ongoing feedback to employees regarding files, performance, and

improvement opportunities.

Diffuse escalated calls, negotiate, and create solutions for resolution.

Accurately project and achieve daily, weekly, and monthly revenue goals.

Accountable for all decisions, actions and directives with respect to job

responsibilities.

Manage and track account settlements and/or accounts closed by Client

within established guidelines.

Conduct monthly audits to ensure that accounts have been executed in

compliance with Client's requirements.

Responsible for monthly Client reporting and processing of returned

accounts for review, offers in compromise, reconsiderations, charge offs,

1st and 3rd party levies, pending refund reports, and payment plan reports.

Knowledge, understanding, compliance, and enforcement of all applicable

Federal, State, and Local laws and regulations that regulate the collection

industry.

Participation in Company Programs must meet minimum performance standards.

Responsible for respective departments overall performance and for

motivating team to exceed department goals and objectives.

Responsible for progressive discipline with regards to attendance,

performance and all aspects of company policy up to and including

termination.

Provide feedback to management concerning possible problems or areas of

improvement.

Create and submit daily invoices to corporate billing department: Submit

End of Month Final invoices

Assisting and resolving customer issues and complaints

Chick fil A Corporate Office - Atlanta, Georgia

08/2000 - 11/2004

IT Helpdesk Supervisor

Manage and train staff

Assist professionals with software and hardware issues enabling them to

perform their duties.

Assist the Help Desk Supervisor to enforce rules, regulations and

policies.

Handle all disciplinary and corrective actions as deemed necessary.

Responsible for the day to day operation of the helpdesk.

Able to render solutions as it relates to the logistical, operational

and technical aspect of the help desk.

Manage teams consisting of Back Office, POS, and Connectivity Support.

Manage various personnel actions including, but not limited to,

hiring, performance evaluations, schedules, and dismissals.

Approve and submit employee hours through ADP, ensuring all exceptions are

satisfied.

Submitted daily dashboard reports

Prepare and review reports as it relates to the operation, attendance

and budgets.

Ensure on the spot training as well as scheduled training

Constant feedback and coaching improving employee relation

Relationship establishment obtaining the pulse of the professionals

Keeping professionals informed of all updates and helpdesk operational

changes

Quality control with irate operators stemming from hardware failures and

software issues

Investigate and track quality assurance issues.

Measure and improve (SLA's) Service Level Agreements of helpdesk: CAL, RNA,

Hold Time, and Escalation Tracking.

Produced weekly summary sheets for upper management: snap shot of metrics

with an explanation of any key points.

Produce and Maintain Metrics based on team and individual performance.

Record and monitor professionals calls using Cisco supervisor desktop IP

phone systems.

EDUCATION

Clayton State University - Morrow, GA

2006 - 2008

. BS in Psychology and Human Services

. 3.4 GPA

Atlanta Metropolitan College - Atlanta, GA

2001- 2003

. AS Degree in Education

. 3.5 GPA

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