Lead Quality Analyst
Resume:
Filicia Austin
Lead Quality Analyst
Farmington Hills, MI 48336
***********@*****.***
Professional Summary
To obtain and enhance my skills within a company where I can utilize my skills and excel while the company and I grow together.
Authorized to work in the US for any employer
Work Experience
Consultant
Progressive Insurance-Mayfield, OH
November 2024 to Present
Assist insured drivers with policy changes, payments, adding/deleting vehicles. Helping with documentation, and providing top notch service on each and every call. Logistics Coordinator
Express Employment Professionals-Livonia, MI
September 2024 to November 2024
Assisted and maintained routes, drives and pick-up/drop-off loads for automotive companies. Customer Service Representative
Express Employment Professionals-Livonia, MI
October 2022 to September 2024
Worked temporarily at a bearing company processing orders, educating customers on the different parts that were available. Collaborated with Sales Managers, Pricing Teams as well as Planners to make sure all orders, requests were meet and delivery times were exceeded. Communicated with customers via email and or phone to make sure customers received excellent customer care. Client Communications Specialist
Rocket Mortgage-Detroit, MI
September 2020 to September 2022
I obtained and processed documents needed to move loans to close for condos, single-family and multi- family properties. Very knowledgeable of credit reports, FICO vs Vantage scores as well as bankruptcies Chapter 7, 12 and 13. Work well alone and in a team environment. Efficient in Microsoft programs, AMP, Workday, Teams and Zoom to name a few. I can type 35-40 words a minute. Excellent communication and computer skills. Problem solving comes natural. Quality Analyst
Youth Financial Literacy-Farmington Hills, MI
March 2018 to August 2020
Building strong customer service and phone etiquette skills in new and seasoned customer service representatives. Assist with new class orientation as well as coach reps on monitored calls. Quality Assurance Specialist
SHARPER IMAGE-Novi, MI
October 2017 to March 2018
I monitor calls, coach the agents, send reports on Excel spreed to administrator every week detailing stats, survey results and any stats that's causing declines in call volumes. Always willing to learn and do more for the company. Keep call center floor updated daily on stats by using Excel, MS Office, 10 key calculators, Infocision, Jira, Survey Monkey as well as using Oracle. Very proficient in working with two or more monitors at the same time. Great attention to detail skills, customer service and management abilities.
Rehab Technician
Select Physical Therapy-Livonia, MI
October 2015 to August 2017
Assist with residents getting to and from therapy room. Gathering vital information for medicare and medicaid appeals, scheduling, ordering stock, assist in setting residents up for therapy, logging in information into the computer systems for therapist to have access to. Gather all paperwork needed for admission evaluations and prepare instruments the therapist will need. Lead Quality Analyst
Minacs Worldwide
March 2008 to January 2015
Worked in different departments as the lead quality analyst evaluating calls and determining escalation findings, train new quality analyst as well as certify tier1 and tier 2 management in order for them to have the credentials to score and analyze calls for the Western Union division as well as conducting domestic and International transfers for both consumers as well as businesses. Sending large money transfers (up to $10,000.00) via phone, train new hires, conduct quality assurance and assessments for all agents in the call center, prepare all schedules for management in the Western Union department, problem solve for customers, clients and agents, help prevent fraud, money laundering to and from consumers by rejecting transfers, schedule team meeting and making sure we as a whole met and exceed all expectations of the department set forth by the client. I have also worked in other various departments within Minacs; Verizon Wireless in which I was a performance coached that monitored calls for agents, mentor for new hires, QA specialist for agents, assisted with special projects within human resources, worked with our marketing department setting up contacts for our management team; Worked as acting Team Leader in Western Union Customer Service Rep
Aerotek-Southfield, MI
January 2008 to May 2008
Worked as a contractor to sell and upgrade customers on products, services, trouble shooting and problem solving.
Sales Associate
Radio Shack
October 2006 to May 2007
Helped customers, answered phones, promoted Sprint products and services, assembled displays, used fax, cash register and stocked merchandise.
Loan Officer
Arlington Mortgage
August 2006 to February 2007
Recommended approval of customer applications for lines and extended lines of credit for real estate loans. Consistently met and or exceeded deadline goals. Analyzed applicants' financial status, credit worthiness and property evaluation to determine feasibility of granting loans. Loan Officer
Adecco
September 2004 to August 2006
Analyzed credit information to determine risk involved in lending money to residential customers. Prepared report findings, identified problems, diagnosed cause and determined corrective actions. Approved loans within specified limits and referred loans to the loan committee for approval of customer applications for lines and extensions of credit, real estate loans, consumer credit loans and credit card accounts in a call center environment with inbound and outbound calls. Data Entry Clerk
Comerica Bank
January 2001 to July 2004
Operated keyboard and other data entry devices to enter data into computer or onto magnetic tape or disk. Compared data entered with source documents and re-entered data in verification format on screen to detect errors. Kept record of work completed. Maintained high standard of excellence. Consistently met and or exceeded deadline goals.
Education
Some college
Skills
• Analysis skills
• Oracle
• Workday
• Microsoft Office
• Microsoft Outlook
• Customer complaint resolution
• Microsoft Excel
• Computer skills
• Credit analysis
• Sales
• Computer literacy
• Customer service
• Escrow
• Customer issue escalation
• Mentoring
• Customer needs analysis
• Time management
• Quality Assurance
• Microsoft Access
• Quality assurance
• 10 Key Data Entry
• Microsoft Word
• Windows
• Loan Officer Experience
• Inside sales
• Communication skills
• Organizational skills
• Microsoft Powerpoint
• Customer support
Certifications and Licenses
Driver's License
Additional Information
I also volunteer at Forgotten Harvest to help fight hunger in the surrounding communities.
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