Quality Assurance Customer Service
Resume:
Natalia Alvarez
Chandler, AZ *****
**************@*******.***
Professional Summary
In-depth Quality Assurance Specialist with success in prioritization and multitasking. Exceptional communication and organizational skills. Committed to paying impeccable attention to reviews and auditing procedures.
Skills
Windows 95,98,2000 . Customer service
Cisco phone system . Collection
Lexisnexis (skip tracing) . Data Entry 10-key
Excel . Payment Portal
Problem-Solving Skills
Quality Assurance
Correction Action Planning
Customer Service
Work History
February 2021 - Current
Aston Carter-DoorDash - TEMPE, AZ
Quality Assurance Specialist
Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
Educated employees on specific QA standards and confirmed maintenance of standards. Monitored product standards and quality-control programs. Analyzed quality and performance data to support operational decision-making. Addressed non-conformance issues, pausing production to correct errors. April 2018 - February 2021
Regional Acceptance Corporation - Tempe, AZ
Collector II
Placed outbound calls over 150 a day to collect in auto loans 40plus accounts skipped trace submitted repos sent
emails called references scheduled payment arrangements offered extensions through email and chat scheduled
payments auto pay and offered refinance.
July 2016 - March 2018
RUI FINANCIAL SERVICES
COLLECTIONS/CSR
Answered inbound calls placed outbound calls from customers over 100 calls per day Collected,
Scheduled, Set up Auto Pay payments for internet, cable and landline services Went over monthly
statements, charges, and due dates.
April 2015 - July 2016
Aerotek, Wells Fargo
CSR
Nordstrom,Ready ice
Ll (credit cards -personal lines and loans) Data Entry Clerk Answered in bound calls from bankers & customers over 100calls per day Took orders entered into data base .dispatched to vendors location and times of delivery or time to assemble
Assisted in filling out credit card application/loan applications entered personal information into data base
Provided status of application as well as if any new information was needed July 2013 - March 2016
GM Financial
Customer Account Representative
Handled 180+ outbound calls in a high volume call center Responsible for meeting daily and weekly personal goals such as metrics, quality control, and handle time
Responsible for helping customers' with payment plans and handling payments over the phone Exceeded
expectations and was awarded for being in the top 3 collections in division. July 2009 - June 2013
Isagenix Int
CSR/Receptionist
Handled 100+ inbound calls per day
Assisted customers with questions and explained benefits Checked to ensure that appropriate changes were made to resolve customers' problems Enrolled new associates, offered new products
Kept records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken October 2002 - March 2009
Wells Fargo
CSR/ Dispatch/ ATM/ Balance & Marketing Assistant
Explained daily activity, offered balance transfers, and accepted payments over the phone and online for customers
Helped customer's open new accounts and explained and processed investments Corrected customer records and account information when requested Responsible for counting and balancing cash that was deposited in automated teller machines and night depositories
Education
June 1995June 1995
Mesa Votech Mesa, AZ
GED
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