Alesia Williams
Cincinnati,OH
Summary
Quality expert with success reviewing inbound calls, identifying opportunities,and improving Advisor performance through effective coaching. Well organized and dependable. Willing to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
Work History
Quality Assurance Analyst
FIS Global
Cincinnati, OH
11.2016 - Current
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Created and achieved product quality objectives and met product specifications.
- Mentored and coached team members on QA topics and strategies.
- Ability to Track and analyze compliance to call center service standards.
- Timely completion of tasks
- Managed and led the line of business calibrations
- Monitored and audited 15 calls daily
Customer Service Specialist
Vantiv
Cincinnati, OH
03.2015 - 11.2016
- Provided primary customer support to internal and external customers.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Assisted in outbound calling projects when needed
Education
High School Diploma -
Western Hills University High School
Cincinnati, OH05.1983
Skills
- Report Analysis
- Monitoring
- Support Audits
- Programming
- Microsoft Excel
- Active Listening
- Call Monitoring
High School Cheerleading Coach 2018-present
I love coaching for Junior High, JV & Varsity making sure that they are learning the sport to the best of their ability & willingness to succeed.
Timeline
Quality Assurance Analyst
FIS Global
11.2016 - Current
Customer Service Specialist
Vantiv
03.2015 - 11.2016
High School Diploma -
Western Hills University High School