Customer Service Quality Control

Stephanie L. Kaiser

**** ******* *****

Birmingham, AL 35235

205-***-**** - Cell

205-***-**** - Work

abichq@r.postjobfree.com

OBJECTIVE

A self motivated and enthusiastic individual seeking a position with a

company to enhance my career and current knowledge.

WORK HISTORY

June 2010 - present

Supervisor

SunGard

Birmingham, AL

. Responsible for a team of 10 payout processors

. Ensure that processors are processing payments to clients customers

proficiently and accurately.

. Ensure processors entered time correctly in Helios and approve time

. Review payroll to ensure processors are paid correctly

. Conduct weekly team meetings to make sure processors are up to date on

any changes.

. Perform monthly one-on ones and yearly performance reviews.

. Responsible for the interviewing and hiring of employees.

. Perform disciplinary action when needed.

Aug 2008 - June 2010

Quality Control

SunGard

Birmingham, AL

. Responsible for the Quality Control of 30 processors and approximately

6700 plans to ensure 401K contributions are being posted correctly.

. Worked with processors to ensure they were fully knowledgeable

regarding the Standard Operating Procedures.

. Conducted training classes on an as needed basis to keep processors

abreast of changes and updates to procedures.

. Compiled monthly reports regarding processors quality of work for

management review.

Jan 2006 - Jul 2008

Business Analyst

SunGard

Birmingham, AL

. Responsible for maintaining Omni products for 3 clients to ensure they

are operating and functioning to their standards.

. Performed testing in Omni for clients and request fixes and/or updates

for installation.

. Worked closely with the IT support team to maintain Omni, OmniPay and

EXP/AG.

. Conducted weekly meetings with each client to discuss issues and

concerns.

. Submitted monthly billing to the accounting department for each

client.

Aug 2002 - May 2005

Automotive Leasing Underwriter

SouthTrust Bank

Birmingham, AL

. Responsible for the approval or denial of loan/leasing requests.

. Maintained the relationship between the Leasing Department and the

Automotive Dealers.

. Reviewed credit applications to ensure they are filled out correctly.

. Reviewed the 3 main credit reports of potential leasing customers.

May 1997 - Aug 2002

Call Center Supervisor

SouthTrust Bank

Birmingham, AL

. Responsible for a team of 10 customer service representatives.

. Monitored the telephone conversations between the CSR and the customer

to ensure correct information is being provided.

. Approved the CSR's time in the "Time Keeper" system.

. Conducted weekly team meetings to make sure the CSR's are up to date

on any changes.

. Performed monthly one-on ones and yearly performance reviews for each

CSR.

June 1995 to May 1997

Teller Supervisor

SouthTrust Bank

Birmingham, AL

. Responsible for a team of five tellers and maintaining excellent

customer service skills.

. Responsible for balancing the vault and handling of up to $500,000.00

on a daily basis.

. Scheduled shifts for the tellers to ensure the customer's needs are

met during peek times.

. Reported time for each teller to the branch manager on a weekly basis.

. Conducted interviews for potential new hires.

. Conducted yearly reviews for tellers.

Aug 1990 - May 1997

Teller

SouthTrust Bank

Birmingham, AL

. Responsible for balancing a cash drawer and excellent customer

service.

. Handling large sums of cash on a daily basis and balancing the cash

drawer on a daily basis.

. Compile customer transactions to send to the proof department for

processing.

. Maintain quality customer service skills.

. Be able to cross sell bank products to customers.

EDUCATION

Sept 1991 - Dec 1993

Jefferson State Community College

Birmingham, AL

SOFTWARE/SYSTEM SKILLS

. Microsoft (Word, Excel, Powerpoint, Outlook)

. Omni Products (Plus, Pay, Web)

. EXP/AG

. Helios

REFERENCES

Available Upon Request

Contact this candidate