Quality Assurance Customer Service
Resume:
Angela Monique Fort
Florence, AZ 85132
***********@*****.***
OBJECTIVE:
To obtain employment that would allow me to exercise my combined 38+ years of experience in the areas of Customer Service, Collections, Quality Assurance, Retail, Program Coordinating, Human Resources, Recruiting and Banking. My objective further would be to gain employment with a company that could provide both growth and stability for my career.
EXPERIENCE:
2022-Present- AZ QUALITY STAFFING- Gilbert, AZ
Lead Recruiter/HR Assistant/Sales Assistant
•Lead Recruiter- Managed the Recruiting department. Responsible for writing, updating, posting, and closing all job requisitions for current job openings as needed. Conducted all sourcing of candidates on various job platforms including Indeed, Facebook & LinkedIn. Managed all ATS Systems (ProLiant, Paycor & Paylocity) Responsible for pre-screening and conducting Zoom interviews of qualified candidates. Responsible for selecting candidates for client interviews. Provided regular communications/updates of recruiting status to client’s management team as well as the AZ Quality Management team. Served as the Liaison between the client and candidates. Responded to all emails, calls and voicemails relating to recruiting. Responsible for creating and updating all recruiting processes. Successfully filled such positions as Quality Engineers, Quality Technicians, Quality Inspectors, Quality Auditors, Seamstresses, Light Industrial, and Manufacturing and Administrative roles. The bulk of these positions related to the automobile industry.
•HR Assistant- Conducted onboarding for New Hires to include setting up of employee profile within HR & Payroll systems, gathering and processing I-9 Information, E-Verify, and ensuring all new hire paperwork was completed. Made calls, emailed, or texted employees regarding missing punches or incorrect timecards. Completed weekly payroll recording, timecard corrections, imputing hours, Holiday Pay, Sick Time, and or gifted hours into Time & Labor System.
•Sales Assistant-Sourced potential clients through networking events, google search and or through current client’s referrals. Created OB and IB Sales Scripts for potential clients. Sent introductory emails to potential clients providing our Capability Statement and a short description of our services. Completed Field Sales 3-4 days a week, visiting potential clients at their establishments, providing our marketing materials, and sharing our services.
2016-Present-Angie’s Place Home Décor & More LLC. - Chandler, AZ
Owner/Operator
•Manages daily business operations.
•Responsible for all recruiting of potential customers.
•Ensures all state business laws and regulations are adhered to.
•Responsible for all marketing to both current and potential clients.
•Responsible for creating home décor pieces for all seasons.
•Conducts in Home Décor Consultation.
•Provides shopping services for clients.
•Manages all social media platforms, ensuring regular updates.
•Responds to customer service inquiries.
•Manage all financials, including the filing of all state and federal taxes, as well as the renewal of all applicable licenses.
•Responsible for organizing Annual Holiday Boutiques, to include locating venues, marketing to the public and locating other small local businesses to purchase booth space.
2017-2022- PAYPAL- Chandler, AZ
Quality Assurance Analyst
•Monitored both IB/OB Collections calls and provided coaching and feedback to agents on call quality and collector effectiveness.
•Identified trends to further mitigate risk.
•Completed monthly trackers documenting call findings.
•Participated in bi-weekly calling calibrations, offering suggestions to improve the process.
•Provided KUDOS recognition to agents with exceptionally good calls.
•Assisted in the review of GLOBAL Collections procedural changes, modifications and developments as needed and or requested by Operations Excellence team.
•Conducted QA presentations during New Hire training classes, providing an overview of QA process.
•Worked Closely with training department, sharing agent trends relating to both call quality and collector effectiveness.
2015-2017- PAYPAL CREDIT COLLECTIONS- Chandler, AZ
Late-Stage Collection Agent
•Demonstrated thorough knowledge of PayPal and PayPal Collections services and products.
•Managed a monthly queue with delinquency up to $2M.
•Skipped traced all non- performing accounts as needed.
•Demonstrated knowledge of all state and federal mandates including FDCPA.
•Selected as a mentor to NEW HIRES for the purpose of answering questions, providing feedback, side by sides as well as sharing best practices to ensure collector effectiveness.
•Consistently exceeded weekly and monthly goals.
•Selected as a Mentor for New Hires as a part of the JEP Program.
SKILLS:
My skills include Detailed oriented, Problem Solving, Critical Thinking, Multitasking, Team Building, Effective Time Management, Excellent Communication, Efficiencies in MICROSOFT programs. (EXCEL, OUTLOOK, WORD & POWERPOINT) I am also familiar with the following ATS programs: ProLiant (Clear Company), Paycor & Paylocity. I am also experienced with SMARTSHEET.
EDUCATION:
The Studio Academy of Beauty- Chandler, AZ
Esthetician’s License received in 2009
Chandler Gilbert Community College- Gilbert, AZ
Attended 2002-2003- Completed general studies courses.
South Mountain High School- Phoenix, AZ
1983-1987- Graduated Cum Laude
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