Customer Service Quality Assurance
Resume:
Dana Marie Vittum
Inver Grove Heights, Minnesota 55076
********@*******.***
Skill Summary
20+ years experience using Microsoft Office Suite
30+ years exceptional customer service experience
Proven ability to work independently
Excellent problem solving skills
Strong organizational, multi-tasking, and prioritizing skills Excellent verbal and written communication skills
Self-starter with ability to follow tasks through to resolution Professional with experience navigating multiple systems and applications Experience using databases to maintain and recall procedural processes Business Experience
EQ Shareowner Services
Correspondence Specialist
January 2016 - December 2024
● Research and respond to mail and email correspondence from shareowners using Microsoft Office products.
● Acted as intermediary between stock issuing companies and shareowners to provide first contact resolution for transactional inquiries, navigational queries, and questions about account histories.
● Met and exceeded department goals for quality assurance, productivity, and customer service experience ratings.
● Achieved excellent ratings through commitment to accuracy and a strong attention to detail.
● Acted as Subject Matter Expert and trained representatives via Teams on business procedures.
● Required to maintain strong knowledge of business operational procedures. EQ Shareowner Services (Formerly Wells Fargo Shareowner Services) Quality Monitor 2
October 2004 - January 2016
● Monitored customer service calls and written correspondence between shareowners and customer service representatives.
● Completed monthly evaluations of multiple employees’ service, focusing on accuracy of information provided, following compliance requirements, and overall customer experience.
● Coached employees on opportunities to improve adherence to procedures and policies, first contact resolution, and use of resources.
● Serve as back up during high call volumes to assist shareowners directly and required to problem solve complex customer issues through research via phone or written correspondence.
Wells Fargo Bank
Phone Banker 2, Operational Specialist, Operational Specialist 2/Team Lead January 2000 - October 2004
● Supported supervisor in the management of daily activities for a team consisting of 15-20 employees.
● Coached bankers to success in quality assurance, productivity, and sales metrics.
● Managed team quality assurance results by monitoring progress, reviewing calls to provide immediate positive and constructive coaching, and on-boarding new employees to understand quality processes.
● Resolved complex and escalated customer issues, including managing a pending file to ensure resolution to full completion.
● Provided on-the-spot coaching and guidance on policies and procedures to assist employees to resolve customer inquiries.
● Consistently recognized for exceeding quality assurance standards.
● Answered inbound customer contact calls for customer issues and requests.
● Completed annual certification and training for banking regulations.
● Met and exceeded departmental goals in productivity and needs-based selling.
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