Brianna N. Smith
West Jordan,Utah
Summary
Objective: To secure a position where I can contribute my proven knowledge, skills, and ability to fulfill my employer's needs.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Thumbtack
Draper, Utah
05.2019 - Current
Quality Assurance Agent
The HelpCard
Draper, UT
01.2017 - 04.2019
- At the end of 2015, Progressive's parent company acquired The HelpCard and needed experienced agents from the company willing to transition.
- I made the decision to apply and transfer for looking for the opportunity for growth to expand my knowledge into the credit field.
- My responsibilities included:.
- Established the Utah QA Department during the initial transition.
- Applying my knowledge of each of the company's departments and operations processes to create and set an expectation for Quality Assurance.
- Monitoring our compliance with the FDCPA Laws and Regulations.
- Completing audits and call recordings that required a strict deadline.
- Quickly adapting to the changes made, allowing for more audits to be added to the workload.
- Scheduling and Supporting the Leadership in calibrations and attending to answer additional questions agents may have.
Quality Assurance Agent
Progressive Leasing
Draper, UT
04.2015 - 01.2017
- While at Progressive, my responsibilities included helping customers who were going through financial burdens move in the right direction to get in good standing by overcoming objections on accounts 1 day to 120+ days past due.
- While working with multiple applications to help with customers' needs and give correct information.
- I am self-driven to be a top performer which is reflected in my monthly metrics.
- At the time, I have worked with the company, I have prided myself in having a good knowledge base of the policies and procedures which has allowed me to move from Early Stage to Late Stage to Recovery to Quality Assurance.
Education
High School Diploma - undefined
West Jordan High School
2011
Skills
- Data Entry
- Payment Processing
- Quality and Training Experience
- Credit
- Data Entry
- Direction
- Financial
- Leadership
- All Microsoft Products
- Excel
- Outlook
- Windows
- Word
- Payment Processing
- Policies
- Processes
- Quality
- QA
- Quality Assurance
- Scheduling
Timeline
Customer Service Representative
Thumbtack
05.2019 - Current
Quality Assurance Agent
The HelpCard
01.2017 - 04.2019
Quality Assurance Agent
Progressive Leasing
04.2015 - 01.2017
High School Diploma - undefined
West Jordan High School