Quality Assurance Customer Service Receptionist

Lesa Bynum

208-***-**** ****.*****@*****.*** Boise, ID 83703

Professional Summary

Experienced and adaptable administrative professional with over 40 years in customer service, support, and team leadership. Proven expertise in office operations, communication, quality assurance, and training. Adept at managing front desk responsibilities, scheduling, client relations, and problem-solving. Recognized for attention to detail, strong organizational skills, and a positive, solutions-oriented approach.

Core Competencies

Reception & Front Desk Operations Customer Service & Support Office Administration Calendar & Appointment Scheduling Microsoft Office Suite (Outlook, Word, Excel, PowerPoint) Multi-Line Phone Systems Written & Verbal Communication Quality Assurance & Compliance Staff Training & Supervision Time Management & Prioritization Problem Solving & Conflict Resolution Community Engagement & Fundraising

Professional Experience Highlights

Administrative & Office Support

Managed front-end communications, directed inquiries, and maintained office organization.

Scheduled appointments, coordinated meetings, and maintained calendar systems efficiently.

Reviewed and updated documentation for accuracy and compliance with company standards.

Completed tasks with accuracy and timeliness, consistently meeting deadlines.

Customer Service & Communication

Delivered exceptional service in phone banking, sales, loan processing, and retention roles.

Served as liaison between departments and customers to resolve issues and provide updates.

Provided personalized support to diverse customer needs across multiple industries.

Trained and coached team members, fostering service excellence and performance improvement.

Leadership & Training

Led internal improvement sessions for underperforming staff; created quality-focused training.

Developed PowerPoint training modules and guided offshore staff through new procedures.

Oversaw a team of five, delegated tasks, and ensured alignment with company goals.

Volunteered in the 55+ community, coordinating outreach and crafting initiatives.

Professional Experience

Team Lead, Quality Assurance, Loan Closer, Sales Banker, Phone Banker

Wells Fargo – Boise, ID 2012 – 2024

Customer Retention Group

DirecTV – Boise, ID 2011 – 2012

Member Service Agent

LifeLock – Tempe, AZ 2010 – 2011

Training Officer II, Program Officer III, Youth Corrections Officer I

Arizona Department of Juvenile Corrections – Phoenix, AZ 2005 – 2010

Youth Program Coordinator

Arizona Youth Associates 2002 – 2004

Intensive Care Caseworker

Southwest Behavioral Health 1998 – 2002

Education

B.S. Sociology / Christian Studies

Grand Canyon University

Family Science Counseling

Anderson University, IN

MAED/TED E Program

University of Phoenix

Chaplain Program

Youth Corrections Training Officer

Additional Recognition & Contributions

Published Author (2024)

Led successful fundraising efforts for at-risk youth and corporate community programs

Consistently recognized for uplifting team morale and improving peer engagement

Known for transforming challenges into growth opportunities for individuals and teams

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