Brittany Roseboro
Charlotte,NC
Summary
Experienced Administrative Employee looking To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent Customer service management and Leadership skills.
Overview
9
9
years of professional experience
Work History
Customer Service Quality Analyst
Epic
11.2020 - 07.2024
- Supported departmental goals through participation in cross-functional teams aimed at improving overall business performance.
- Reduced customer complaints with thorough analysis of call center data, identifying trends and making recommendations for improvements.
- Evaluated agent performance using a combination of quantitative metrics and qualitative observations, providing constructive feedback that led to measurable improvements in service delivery.
- Ensured compliance with industry standards by conducting in-depth audits of the company''s customer service practices.
- Collaborated with management to develop training programs that focused on improving agent performance and overall service quality.
- Monitored trends in customer feedback data, proactively addressing issues before they escalated into larger problems.
Disclosure Specialist
HomePoint Financial
09.2018 - 02.2020
- Set up loan file with accurate fees according to selected loan program and other loan parameters.
- Improved overall document quality by collaborating closely with legal counsel to ensure appropriate language usage that met regulatory guidelines.
- Maintained strict confidentiality while handling sensitive information, ensuring data privacy and security.
- Prepared loan estimate with new loan application and sent initial disclosures.
- Reduced errors in disclosure documentation through meticulous attention to detail and thorough proofreading.
- Collaborated with cross-functional teams to ensure complete and accurate information was disclosed.
Sales Representative
Conduent
10.2015 - 07.2018
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Expanded customer base through cold calling, networking, and relationship building.
- Increased sales revenue by identifying and targeting high-potential accounts.
- Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.
Education
Associate of Science - Medical Assisting
Southeastern Institute - Charlotte
Charlotte, NC06.2016
High School Diploma -
West Charlotte High School
Charlotte, NC06.2013
Skills
- Complaint Handling
- Call Monitoring
- Feedback Delivery
- Training and coaching
Timeline
Customer Service Quality Analyst
Epic
11.2020 - 07.2024
Disclosure Specialist
HomePoint Financial
09.2018 - 02.2020
Sales Representative
Conduent
10.2015 - 07.2018
Associate of Science - Medical Assisting
Southeastern Institute - Charlotte
High School Diploma -
West Charlotte High School
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