Customer Service Quality Assurance

Location:

Posted:

October 12, 2010

Street Hartford, ******@***.***

Ct 06112

Vanessa Maloy

Objective To obtain a position in a company that can and will

utilize my vast experience to micromanage and

implement policies and procedures.

Experience July 1998 - May 2009 Bank of America, Wholesale

Processing Center East Hartford, Ct Employee

Verification No.1-800-***-**** Employer Code 10375

Operations Team Supervisor ( April 2008 - May 2009

) Overseen a staff of 22 employees, maintain

productivity goals, error tracking, shift reports,

and quality assurance and reports to upper

management, scheduling, and time cards for payroll,

and ensure the team maintains a high standard of

ethics while working with Hippa sensitive data.

Project Coordinator, client conflict resolution,

research and verification procedures.

Lead Operations Representative ( Sept 2007 - April

2008 ) Report to Supervisor, customer service

support, review and process transactions,

reconciling, MICR/Imaging, and Data Entry support

to the team. Maintained internal operation and

financial controls according to bank standards.

Provided 360 degree coaching to team members..

Senior Operations Representative (March 2006 - Sept

2007 ) Monitor production of the teams work,

enter and retrieve information from data based

applications. Shipping and mail handling and

sort. ( Fed-Ex, UPS, and DHL)

Machine Operator ( April 2005 - March2006 )

Insertion and printing equipment, Itran Encoder,

Kliendienst and IBL Scanners. Data Entry Clerk (

July 1998 - April 2005 )

Education 2001 -2003 New England College of Finance

Glastonbury, CT