Robert Carter

adhsfq@r.postjobfree.com

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

Richmond VA, 23225

860-***-****

Education:

Lynchburg College, Lynchburg Virginia

Bachelor of Arts in Communication Studies with an emphasis in Convergent Journalism

Minor in English

Experience:

Process Execution Assurance Associate- West Creek Financial, Glenn Allen VA

December 2018 - Present

●Review accounts for system errors reported daily by various anomaly reports. Additionally, provide detailed feedback to improve the accuracy of the reports.

●Review processes in operations for procedural adherence and required to report on errors found weekly.

●Monitor dealer web content to ensure the product is represented accurately and manage remediation process.

Quality Assurance Operations Specialist– Lendup, Richmond VA

October 2018

●Demonstrated leadership within the Quality assurance program by managing internal compliance and implementing continued training programs to improve Account Manager’s service skills and the overall customer experience.

●Continued to manage responsibilities from the Account Specialist role.

Quality Assurance Account Specialist – LendUp, Richmond VA

May 2018 – October 2018

●Responsible for monitoring agent customer interactions to ensure regulatory compliance and internal policy and procedural adherence to promote a common goal of superior customer service.

●Assist with tracking customer complaints and managing resolution.

●Help develop and manage operational tools for scoring customer contact interactions.

Account Manager – LendUp, Richmond VA

June 2016 – May 2018

●Worked as a liaison between customers and website engineers to investigate, diagnose, and resolve website issues. Additionally, provided customer insights to the product and engineering teams to drive a constantly improving customer experience.

●I was added to the Resolution Team to assist customers with complex account handling and resolve escalated calls.

●Managed customer accounts helping with payments, payment plans, account information, and other general questions.

Copy Desk Chief - Critograph Newspaper, Lynchburg College, Lynchburg VA

August 2015 – May 2016

●Responsible for creating, writing, and editing original and other work submitted to the newspaper for weekly publication.

●Assisted the Editor and Chief in managing staff writers

Enrollment Student Ambassador - Lynchburg College Admissions, Lynchburg VA

January 2013 – May 2016

●Gave weekly tours to perspective students demonstrating the Lynchburg College student experience and participated in hosting visiting student events such as open houses and scholarship competitions.

●Hand wrote note cards and personally called perspective students to encourage them to apply and visit campus.