Adrina Hamrick Cannon
Pawtucket,RI
Overview
6
6
years of professional experience
Work History
Quality Assurance Specialist /Lead Customer Service Representative
Citizens Bank
Johnston, RI
03.2023 - 09.2023
- Participated in quality assurance initiatives by reviewing call recordings and providing feedback for continuous improvement
- Assisted in training and mentoring junior team members, helping them develop skills and improve performance
- Ensured strict adherence to regulatory and compliance requirements in all customer interactions
- Managed inbound calls, providing timely and accurate assistance to customers
- Authenticated customer identities to ensure secure and personalized service
- Processed payments for loan and line of credit accounts efficiently
- Conducted conference calls with customers and company representatives to clarify and resolve account issues
- Delivered exceptional customer service, consistently representing the company’s standards
- Followed up with customers to address ongoing concerns and ensure satisfaction
- Responded to customer inquiries via email, maintaining clear and professional communication
- Monitored and evaluated call quality to ensure adherence to company policies and service standards
Quality Assurance Specialist/Customer Service Agent
United Airlines (United Ground Express)
Warwick, RI
01.2018 - 12.2022
- Monitored and evaluated service interactions to ensure adherence to company standards and improve service quality
- Participated in quality assurance initiatives by reviewing service interactions and providing feedback for performance enhancement
- Assisted in training and mentoring junior team members, sharing expertise to improve their customer service skills and efficiency
- Ensured a positive flight experience for customers by providing excellent service and support throughout their journey
- Managed situations involving flight delays, cancellations, and diversions by clearly communicating updates and options to customers, striving to mitigate any inconvenience
- Acted as a liaison between customers and airline operations, offering solutions within the scope of weather and air traffic control constraints
- Enhanced customer comfort by arranging rebooking and accommodations as needed, prioritizing prompt and efficient resolution of issues
- Delivered specialized assistance to passengers requiring additional support, including individuals with disabilities and unaccompanied minors, ensuring they received the necessary care and attention
Timeline
Quality Assurance Specialist /Lead Customer Service Representative
Citizens Bank
03.2023 - 09.2023
Quality Assurance Specialist/Customer Service Agent
United Airlines (United Ground Express)
01.2018 - 12.2022