Quality Analyst Collector
Resume:
Maura Brill ***********@*****.***
Accenture Austin, Tx August 2019-Current
Subject Matter Expert
Provide functional and/or technical support for resolution of customer problems, incidents, issues, requests and queries. Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner. Ensure proper documentation, notification, escalation, tracking and follow up of all incidents. Primary responsibilities are focused on customer contact, not transaction processing.
TKE Coppell, TX Jan 2018-Mar2019
Quality Analyst
Managed accounts and communicated with engineers for service.
Empowered, coached up to 150~ agents per shift as resource lead
Completed daily report to management detailing trends and necessary updates
Helped grow team that shaped new hire agents through onboarding period via scheduled practice sessions, guiding through e-learning content, conducting shadow sessions, one on one quality content touch bases
Managed and reconciled all assigned West Coast accounts (1000~), miscellaneous call in accounts for purpose of collecting past due accounts
SouthBay Vet Hospital Olympia, WA October 2016 – Jan 2018
Vet Tech
Performing an initial examination of the animal.
Taking vital signs, drawing blood and gathering medical histories.
Providing emergency first aid.
Collecting specimens.
Assisting in research.
Performing laboratory procedures.
Preparing animals and equipment for surgical procedures.
Sally Beauty Corporate Denton, TX April 2012 - December 2017
Accounts Receivable Collector, Senior Credit Holds Specialist
Managed and reconciled all assigned West Coast accounts (1000~), miscellaneous call in accounts for purpose of collecting past due statements, processing due payments, applying credits
Risk-assessed accounts to approve customer product orders daily
Served as department liaison to sales representatives, store locations, customer AP departments, additional Sally’s teams while operating department email inbox
Partnered with corporate AP departments to correct billing and payment errors
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