Customer Service Quality Assurance
Resume:
Nakesha K. Howard
*** ** ****** ***** • Birmingham, Alabama 35206 • *******@*****.*** • 205-***-**** /
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Qualifications Summary
Highly detailed professional with over eight years experience in customer service, technical
support and call-center operations within several key industries
• Keen ability to multitask and high attention to detail, working on several projects
concurrently
• Secured numerous company achievement awards for delivery of exceptional customer
service.
• Accomplished motivator and performance driver with proven follow up and execution of
tasks
• Proficient with Microsoft Operating Systems and Office Applications (including Microsoft
Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Access, and Microsoft Outlook).
PROFESSIONAL EXPERIENCE
Regions Bank Data Center (Temp. Agent), Riverchase, Alabama
8/2010-present
Loan Auditor
Performed mortage loan audits according to set guidelines to determine deficiencies and/or
misrepresentation.
WACHOVIA (Temp. Agent), Homewood, Alabama
9/2009 – 5/2010
Client Services Officer
Provided exceptional customer service and support for Treasury Management customers.
Provided front line support for inbound customer inquiries.
Supported Strategic Access token registration and login.
WELLS FARGO(Temp. Agent), Homewood, Alabama
2/2009 – 6/2009
Mortgage Loan Processor
Processed new mortgage files, including contacting title companies, appraisers and customers
to gain necessary documents (property title, property appraisal, verification of income, etc.)
and worked on a team to clear the files.
TELETECH, Fairfield, Alabama
10/2002 - 2/2008
Quality Assurance Monitoring Specialist, 10/2002 - 2/2008
Coached, evaluated, developed, and assisted agents regarding quality assurance scores,
customer service skills and project related knowledge.
4 Provided recommended measures to help improve associates productivity, performance, and
quality of working environment.
5 Maintained NICE database: Entered new employees and scheduled agents to record;
monitored status of NICE resources
6 Processed operation supervisor review requests/disputes, scheduled and facilitated
supervisor calibration sessions, and facilitated new hire sessions
Quality Specialist/Trainer,
5/2005 - 6 /2008
Facilitated new hire and continuation training for United Healthcare, Avaya, Snapfish and FEMA.
3 Successfully trained and graduated new hire employees
4 Coached, evaluated, developed, and assisted agents regarding quality assurance scores,
customer service skills and project related knowledge.
5 Provided recommended measures to help improve associates productivity, performance, and
quality of working environment.
Technical Support Representative,
12/1999 - 10/2002
Provided customer service and technical support to Verizon Online High Speed Internet
customers.
3 Processed inbound calls and acted independently to resolve customer issues that were
technically complex in nature
4 Used tact, diplomacy, and superior customer service skills to deal with challenging and
complex customer interactions
5 Provided technical support on operational/maintenance of personal computers and/or
peripherals using documented procedures and available tools
6 Identified unique or recurring customer problems and provided solutions to prevent
recurrence
EDUCATION AND TRAINING
Associate Degree in Computer Networking Administration VIRGINIA COLLEGE – Homewood, Alabama
A+ Certified
Fraud Awareness Training
Customer Service Training
Contact this candidate