Quality Assurance & Supervisory Specialist
Resume:
MONTELL ROBINSON
***** ******** ******** ************ ** 78660
*************@*****.***
CAREER OBJECTIVE
Seeking a position as a quality specialist/or supervisory role to which will allow me to utilize my twenty-five (25) years of experience and knowledge to benefit my employer. I am seeking an organization that offers a clear career track with opportunities for professional growth.
PROFESSIONAL STRENGTHS
Over twenty-five (25) years of professional and managerial experience as a customer service representative/collections specialist/quality assurance analyst
Exceptional administrative and organization skills - highly organized- high attention to detail - with an ability to balance multiple tasks simultaneously.
Comprehensive written and verbal communication skills
Ability to work independently as well as a member of a team
Ability to solve customer inquiries as well as set goals and meet objective efficiently and under time constraints
EDUCATION
Angelo State University, San Angelo, TX 1988 to 1994
Austin Community College, Austin, TX - Para Educator Certification – June 2005
PROFESSIONAL EXPERIENCE
Progressive Insurance May 2024 to Present
Sales Agent
Selling products or services to customers as a brand representative including inquiries to assist customers in pinpointing the best offerings.
Providing demonstrations or presentations.
Maintain the consumer/vendor relationships.
Initial contact and follow up with potential leads via email, phone, text, and social media.
Texas Railroad Commission via Peak Performers August 2023 to December 2023
License Specialist I
Oil and Gas Division
License and permit support work including receipt and review of technical reports.
Communication with external and internal clients to ensure compliance with the State of Texas policies, administrative codes, and statutes.
TEMPORARY CONTRACT POSITION
WiPRO Limited/FACEBOOK
Quality Control Analyst March 2021 to June 2023
Reviewing and scoring calls, emails and chat for quality and compliance purposes on a weekly, monthly basis; Participate in calibration sessions to ensure alignment on quality assessment scoring; identify trends and opportunities for further review; Address quality disputes with vendors; Partner with front line management on coaching and performance initiatives; Provide ongoing feedback about evaluation processes to ensure items critical to the customer experiences are appropriately measured; Provide professional and constructive feedback about strengths and areas of opportunity during assessment of support agents; Completes additional tasks as assigned by management
CeLink Mortgage
Occupancy Specialist III/ Loss Mitigation Specialist November 2019 to March 2021
To Keep track of all reporting for occupancy for servicing loans; In charge of Texas loan reporting for Vacancy, occupied, and loans called due to stay on all timelines with Texas and HUD guidelines to avoid curtailment;
6/30/2020: new process for all New York state loans for Loss mitigation process
required to track all communication for all five loss mitigation processes.
Insight Global/DropBox
Quality Assurance Analyst October 2018 to October 2019
Reviewing and scoring calls, emails and chat for quality and compliance purposes on a weekly, monthly basis; Completes monitoring evaluation form for a random sample of calls, emails, and chats to help provide data about overall performance levels; Provide professional and constructive feedback about strengths and areas of opportunity during assessment of support agents; Provide ongoing feedback about evaluation processes to ensure items critical to the customer experiences are appropriately measured (RCA); Accessible to agents for questions and get clarification on quality reviews; Participate in calibration sessions to ensure alignment on quality assessment scoring; Completes additional tasks as assigned by management; Identify trends and opportunities for further review; Provide regular business insights to leadership and the organization; Partner with front line management on coaching and performance initiatives; RCA (Root Cause Analysis) Reports evaluated and submitted to Management
TEMPORARY CONTRACT POSITION
CIT Bank
Quality Monitor Loss Mitigation/operations Spec IV July 2013 to March 2018
Responsible for the Quality Assurance guidelines for compliance of several different departments with Home Loans Serving and Reverse Mortgage Servicing (Financial Freedom); Served as a SME expert on my team for Financial Freedom compliance; Quality Audits include call grading, SS/DIL for both servicing departments; Remedy Escalations both servicing departments; Resolves most frequent questions and problems and refers the more complex issues to higher levels; 0-5 audit CFPB, FF Death Notifications, FF Non –Occupancy, FF HUD Claims, FF Repayment Plans, Clerk Task, Secured Messaging, Live Chat, Research Clerks, and FF AOM (Assignment of Mortgages), FF COT (Change of Title), FF T &I Curtailment.
Randstad/One West Bank/CIT Bank
SPOC Loss Mitigation/operations Spec III July 2013 to April 2016
Responds to a high volume of telephone inquiries about Reverse Mortgages; Exercising company’s products or services by following standard scripts, policy & procedures, and banking compliance laws; Promotes sells the company's products or services; Investigates and resolves complaints; Uses a computer system to track questions and answers as well as enter or check the status of orders for document request; Duties and tasks are frequently routine (customer service and collections); Resolves mostly all frequent questions and problems and refers the more complex issues to higher levels
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