Customer Service Quality Assurance
Resume:
Mcqueen, Ruth E.
**** *. ******* **** * Gilbert, AZ 85296
Phone: 480-***-****
E-mail: *************@*****.***
Summary of Qualifications
** ***** ** ********* ******** customer service
Ability to navigate in a fast paced environment and effectively prioritize, manage and identify risks and solutions
Skilled in Outlook, Microsoft Office and SharePoint
Ability to manage multiple projects and tasks concurrently
Excel in learning new concepts and systems quickly
Experience in taking escalated calls
Experience in Quality Assurance
Experience
Wells Fargo – Chandler, AZ
Associate Home Preservation Representative 2021-Current
Effectively communicated modification decisions or other workout decisions to borrowers
Ability to understand and discuss personal and financial difficulties.
Acted as a point of contact for customers and approved third parties such as attorneys, trustees and court representatives.
Understood and communicated with borrowers on specific documentation requirements.
Worked with other departments to complete certain tasks that were needed on a client’s account.
Remained current on all default processes, regulatory guidelines and changes and their impact on the clients.
Excelled in the following programs: ERLMF, ICMP, EASY PAY, ATS PORTAL, CALL FLOW MANAGER, CIS, ECMP PORTAL, GEM, NEXIDIA, SOTA, WORKDAY, and MSP
Met or exceeded all daily and monthly stats
Received a score of 100 on all calls graded by QA for the past 3 months Completed all required classes in The Learning Center
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Resume: Mcqueen, Ruth E.
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Fraud & Claims Ops Specialist – ATM / Debit Card PIN 2019 – 2021
Upskilled to ATM / Debit Card PIN
Answered calls daily entering new claims, processing claims and advising customers of claims decisions
Excelled in the following programs: CIV, SOTA, MARS, VISA, 3VR, FACT and Hogan
Met or exceeded all daily and monthly stats
Regularly volunteered for daily overtime
Received a score of 100 on almost all calls graded by QA for the past 4 months
Completed all required classes in The Learning Center Financial Crimes Specialist II – Debit Card Signature 2018 – 2019
Learned Debit Card Signature Fraud and Non-Fraud
Answered calls daily entering new claims, processing claims and advising customers of claims decisions
Excelled in the following programs: CIV, SOTA, MARS, VISA and Hogan
Met or exceeded all daily and monthly stats
Regularly volunteered for daily overtime
Received a score of 100 on almost all calls graded by QA for the past 13 months
Completed all required classes in The Learning Center
Received awards for Team Member of the Month, Employee of the Month and qualified to attend Golden Spokes Awards 2019 in Dallas, TX Plexus – Phoenix, AZ
Client Service Representative 2010 – 2015
Provided exceptional customer service to Ambassadors / Customers
Demonstrated exceptional accuracy and efficiency in processing and additional tasks
Leader of company initiatives / projects
Developed detailed procedural guides for complex and highly impactful processes
Effective interpersonal and written / verbal communication
Worked independently with minimal supervision, escalated and collaborated with others as needed
Collaborated successfully with team members both internally and cross-site
Provided technical knowledge to system issues and recommended solutions
Consistently used analytical and critical thinking skills to resolve client issues and implemented solutions
Bank of America – Phoenix, AZ
Loan Modification Representative
Worked on the team that researched and resolved all client issues
Resume: Mcqueen, Ruth E.
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Ability to understand and discuss personal and financial difficulties
Ability to recommend and negotiate payment arrangements
Acted as a point of contact for customers and approved third parties such as attorneys, trustees and court representatives
Effectively communicated modification decisions or other workout decisions to borrowers
Understood and communicated with borrowers on specific documentation requirements
Worked with other departments to complete certain tasks that were needed on a client’s account
Remained current on all default processes, regulatory guidelines and changes and their impact on the clients
References
Available upon request
Resume: Mcqueen, Ruth E.
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