Customer Service Quality Control

Daniel F. Malone

** ********* **** *********, ** 01876 617-***-**** ******@*******.***

SUMMARY OF EXPERIENCE

A motivated professional with over seventeen years experience in providing quality control and evaluation for the Financial industry, seeking opportunities to utilize skills in a challenging and positive environment. Administrative skills include program/project management and support, event planning, and correspondence/presentation development. Strong analytical skills with experience in problem solving, networking, and handling multiple projects in a deadline-driven environment.

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EXPERIENCE- FINANCIAL SERVICES

TEAM LEADER, Dalbar, Inc., Boston, MA (2000-2017)

Duties:

Responsible for making sure weekly and monthly deadlines were met for clients;

Assisted the manager in scheduling workflow for team members, completing employee annual reviews and interviewing potential candidates for the team;

Worked directly with the Client Services Team to answer questions and resolve client issues;

Participated in conference calls with potential and current clients to explain Dalbar, Inc.’s products and address any concerns;

Involved in the training of new employees and the continual training for current employees based on any new products, guidelines and client companies;

Performed quality control for various programs offered by Dalbar, Inc.;

Evaluated program calls, chats and emails.

DATA CLEANING & QUALITY CONTROL SPECIALIST, Dalbar, Inc., Boston, MA (2000-2004)

Responsibilities included:

Editing and processing the data of the Telephone Service Quality Evaluators;

Performing quality checks to maintain scoring and grading accuracy of the evaluators;

Completing phone assignments when needed;

Updating computer systems with new directories as well as amending and expanding the existing directories;

Interviewing potential candidates for the position of Telephone Service Quality Evaluator.

TELEPHONE SERVICE QUALITY EVALUATOR, Dalbar, Inc., Boston, MA (1999-2000)

Evaluated the quality of customer service for three separate areas within the financial services industry. Those three areas tested include Mutual Funds as a shareholder, Annuities as a contract owner, and a combination of Mutual Funds and Annuities as a broker.

Analyzed approximately 20 calls a day/100 calls a week on average.

LOAN ANALYST, Cambridgeport Bank, Newton, MA (1998-1999)

Responsible for imputing loans into the bank’s mortgage processing system, FISERV, ordering documentation, and analyzing all new loans.

LOAN OFFICER, HomeVest Mortgage Corporation (1998)

Originated mortgage loans conforming to FNMA/FHLMC guidelines and eligible for sale to various approved investors of HomeVest Mortgage Corporation.

PORTFOLIO ACCOUNTANT, State Street Bank, Quincy, MA (1997)

Managed the daily internal and external investment transactions of twelve funds in a high pressure environment with constantly changing deadlines;

Aided the fund accountants in helping clients abide by industry specific regulations and standards;

Informed the Funds Advisor of any potential cash availability problems, thereby avoiding a significant loss in profit to clients.

EDUCATION Bachelor of Arts, Political Science, December 1994

Syracuse University, Syracuse, NY

INTERESTS Tennis, Playing with the kids, Suduku & Crossword Puzzles

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