Alana Matthews
Dallas
Summary
Detail-oriented Senior Quality Analyst with 3+ years of experience in customer service, call center operations, and financial services. Skilled in monitoring performance, ensuring compliance, and identifying opportunities to improve service quality and efficiency. Proven ability to analyze customer interactions, support coaching efforts, and drive continuous improvement in high-volume environments.
Overview
10
10
years of professional experience
Work History
Quality Assurance Analyst
Bank of America
Dallas, TX
11.2022 - Current
- Evaluate customer interactions (calls, chats, emails) to ensure adherence to quality standards and compliance requirements
- Identify trends in customer issues and agent performance to recommend process and training improvements
- Provide actionable feedback to improve call handling, accuracy, and overall customer experience
- Track and document quality scores, errors, ,performance metrics and support reporting and audits
- Collaborate with supervisors and leadership to implement quality initiatives and improve operational efficiency
- Assist in resolving escalated customer concerns by analyzing root causes and recommending solutions
Call Center Representative
Santander Consumer USA
North Richland Hills, TX
01.2022 - 11.2022
- Managed inbound and outbound calls related to auto loans, payments, and account inquiries
- Resolved customer issues and escalated complex concerns appropriately
- Maintained accurate documentation and ensured compliance with company policies
- Managed difficult situations calmly and effectively while maintaining a positive attitude towards customers
Dispatcher
Pro Tow Wrecker Service
Lewisville, TX
02.2020 - 12.2021
- Coordinated service calls and ensured timely, accurate dispatch operations
- Monitored service quality and addressed delays or issues
- Excelled in multitasking to manage a high call volume with professionalism and efficiency
- Responded quickly to emergency situations involving drivers or vehicles
Call Center Dispatcher (Claims Services)
Gerber National Claim Services
Schaumburg, IL
02.2016 - 12.2019
- Coordinated claims processing and ensured accurate documentation
- Supported timely service delivery and customer satisfaction
- Applied strong multi-tasking capabilities to manage multiple simultaneous tasks in a high volume call center environment
- Successfully answered incoming customer inquiries in a timely and accurate manner
Education
High School Diploma -
John F. Kennedy High School
Chicago06.2001
Skills
- Quality Assurance
- Compliance
- Process Improvement
- Customer Experience Optimization
- Feedback
- Reporting
- Call Monitoring
- Regulatory Standards
- Root Cause Analysis
- Performance Evaluation
- Mentoring and training
Timeline
Quality Assurance Analyst
Bank of America
11.2022 - Current
Call Center Representative
Santander Consumer USA
01.2022 - 11.2022
Dispatcher
Pro Tow Wrecker Service
02.2020 - 12.2021
Call Center Dispatcher (Claims Services)
Gerber National Claim Services
02.2016 - 12.2019
High School Diploma -
John F. Kennedy High School