Summary
Overview
Work History
Education
Skills
Timeline
Generic

Cynthia Butcher

Summary

Accomplished Quality Control Manager with a proven track record at Assurant, enhancing operational excellence and customer satisfaction through effective project and time management. Expert in leading teams and fostering cross-functional collaborations, significantly improving quality processes. Skilled in verbal and written communications, ensuring preventive actions and positive client relationships.

Overview

23
23
years of professional experience

Work History

Quality Control Manager

Assurant
08.2021 - Current
  • Multi-function Oversight- Lending MCI chats, Lending Property Loss chats, flood calls and chats, Specialty Services calls and chats, Tracking Services.
  • Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
  • Collaborated with cross-functional teams to identify potential areas of improvement in production processes, leading to enhanced product quality.
  • Determined underlying issues with multiple lines of businesses and recommended appropriate fixes.
  • Participated in regular management review meetings, providing updates on quality control performance and suggesting areas for improvement.
  • Maintains outstanding working relationships with the clients that I supported through the Quality Calibration process.
  • Lead client facing calibrations for the following clients: Citizens 293/761, Wells Fargo Property Loss, Caliber, SPS, Loancare, and Bank of Oklahoma.
  • Involved in partnerships between Quality, Operations, and the Account Management team.
  • Managed a team of 11 Quality Control Specialists

Quality Control Team Lead

Assurant
10.2018 - 08.2021
  • Monitored and supported the daily operations of Quality Control auditing. Responsibilities included: building workflow, facilitating call calibrations, supporting in ATA reviews, growth and development of our team, onboarding of new Quality Control auditors.
  • Served as the facilitator for many Client Calibrations. Client calibrations included: Wells Fargo, SPS, Caliber, and Loancare.
  • Supported leadership by managing tasks to ensure results were completed by required deadline.
  • Supervised multiple auditors daily within a co-managed environment.

Sr. Research Representative

Assurant
04.2014 - 10.2018
  • Provided root cause analysis and timelines for litigation issues Wells Fargo received.
  • Worked directly with Wells Fargo Account Executives and the Office of the President to research and resolve escalated complaints
  • Managed a monthly tracker of all executive and litigated issues to ensure all complaints received were worked and successfully closed.
  • Met with Wells Fargo onsite to discuss any trends within the litigated process.
  • Worked and closed research tasks.
  • Maintained strong professional relationships with clients and by providing timely updates on project progress and addressing concerns promptly.

Customer Care Specialist

Assurant
08.2006 - 04.2014
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Verified accuracy of customer account information and updated when necessary.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Took ownership of customers issues to follow problems through to resolution.
  • Supported the escalated call team for both Wells Fargo hazard and property loss functions.

Customer Service Representative

Spectrum
07.2005 - 08.2006
  • Handled inbound / outbound calls from customers requesting assistance with account balance, minimum payments, fee calculations, account itemizations,
  • Assisted training department as quality reserve trainer supporting coaching and development of new and existing employees by auditing calls to ensure accuracy of customer handling.

Retail Sales Associate

JC Penney
09.2001 - 07.2005
  • Greeted customers and helped with product questions, selections, and purchases.
  • Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
  • Answered questions about store policies and addressed customer concerns.

Education

Associate of Arts - Portrait And Commercial Photography

Ohio Institute of Photography & Technology
Dayton
01.2005

High School Diploma -

Xenia High School
Xenia, OH
05.2002

Skills

  • Preventive Actions
  • Customer Satisfaction
  • Quality processes
  • Operational Excellence
  • Project and Time Management,
  • Verbal and Written Communications
  • People Leading

Timeline

Quality Control Manager

Assurant
08.2021 - Current

Quality Control Team Lead

Assurant
10.2018 - 08.2021

Sr. Research Representative

Assurant
04.2014 - 10.2018

Customer Care Specialist

Assurant
08.2006 - 04.2014

Customer Service Representative

Spectrum
07.2005 - 08.2006

Retail Sales Associate

JC Penney
09.2001 - 07.2005

Associate of Arts - Portrait And Commercial Photography

Ohio Institute of Photography & Technology

High School Diploma -

Xenia High School
Cynthia Butcher