Adolphus Walker

Analyze adherence to quality policies and procedures by monitoring agents

• Execute coaching process using internal standards for feedback and coaching-

• Execute number of observations and feedback required per agent according to the client request or internal standards.

• Provide coaching and develop agent’s opportunities by using effective interpersonal communication.

• Attend internal & external call calibration sessions

• Observe potential inappropriate behaviors and provide real time alerts that are followed with immediate actions taken (security rider)

• Responsible for conducting internal monitoring based on company and daily quotas.

• Inform of any suspicious or malicious behavior detected during monitoring

• Deliver feedback to agents

• Research/analyze the nuances of P & C law.

• Tailor client’s solutions while complying with state laws.

• Assist customers via active listening/probing questions.

• Licensed in 45 states.

• Examined, received and tagged tools to be cleaned, stored and repaired.
• Maximized revenue opportunities by encouraging upsells and promoting optional services, boosting overall sales [Number]%.
• Participated in ongoing training programs to further develop technical skills as well as product knowledge base within the industry.

• Mediated cardholder/merchant transaction disputes.
• Resolved customer disputes related to card transactions.
• Assisted customers with account maintenance-related inquiries.

• Investigated customer disputes regarding reporting of their credit history.
• Submitted corrections if necessary to the three major credit reporting agencies.
• Sent correspondence to customers informing them of the outcome of the investigation into their dispute.

Took incoming telephone calls from credit card customers.

Assisted customers with processing payments and normal account maintenance for their credit card accounts.