Quality Assurance Manager

Stephanie Myers

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

McClellan, CA 95652

Phone: 916-***-****

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

Objective

To obtain a position in a growing company where I can effectively utilize

my expertise in human relations, project management, staff coaching and

development.

SUMMARY OF QUALIFICATIONS

. 10 years collective call center experience

. 4 years management background

. Excellent verbal and written communication skills

. Experience with managing employee relations

. Experience managing and developing new hire and tenured employees

. Excellent project management skills

. Proficient with computer software including: MS Word, MS Excel, MS

PowerPoint and MS Outlook

. Good judgment

PROFESSIONAL EXPERIENCE

January 2008 HomEq Servicing

to Present North Highlands, CA

Servicing Performance Coach

Directly trained, lead and coach a group of leaders and

loan counselors to achieve tactical and strategic goals

Analyzed and developed programs including objectives,

delivery strategies and written instruction material

Directed the study and establishment of new and revised

systems procedures

Acted as a back up to the quality assurance team

Facilitated and coordinated new hire training and

development

Resolved difficult employee development needs and

coordinated future training efforts to ensure needs

were met for the long term

April 2006 HomEq Servicing

to December North Highlands, CA

2007 Loan Counselor/Loss Mitigation

Managed portfolio of delinquent loans in foreclosure

Consistently met and exceeded yearly review

expectations

Consistently met QA measurements for call monitoring

Aided in the control of consumer delinquency

Used all available resources to contact customers

Used influencing and counseling skills to educate

customers on alternatives to cure delinquency and

prevent foreclosure

Used analytical skills to analyze customer financial

status

Identified process improvements

October 2005 Volt Services, Inc. (Hewlett-Packard)

to March Roseville, CA

2006 Order Manager

Managed two direct reports and various buyer numbers

and coordinating parts for computer systems

Reviewed and advised mission critical, aged backlog and

quality assurance parts

Established relations with 3rd party vendors and

warehouses for part investigation

Sole contact for virtual part sourcing for

Hewlett-Packard and Compaq

August 2003 Citi Cards

to September Layton, UT

2005 Commercial Credit Card Senior Collector

Team Lead for Collections floor

Responsible for escalations, call backs, itemizations

and settlement negotiations

Streamlined assist desk processes to include Business

As Usual (BAU) collections and BEST (Invoice only

billing) to increase productivity

Contributed to the creation, implementation and

enforcement of new security guidelines for the

collections department

Employee of the Month - May 2005

March 1999 America Online

to March Ogden, UT

2003 Technical Support Representative

Provided feedback and training for new hire employees

Responsible as point-of-contact in management absence

Member of U.S. Support team in Bangalore, India to

train, monitor, asses and coach agents and management

teams

Employee of the Month - March 2002

August 1998 Domino's Inc

to March Clearfield, UT

1999 Store Manager

Manager of store operations

Managed entry level employees and employee relations

Directly involved with training and development of

entry level employees

Increased effectiveness of store operations from 60% to

85% in 2 months

SPECIALIZED TRAINING

. United States Air Force, Armament Systems Specialist, July 1992 -

October 1994

. Facilitator Training

. Coaching for Performance

. Situational Leadership II Certification

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