Deaundra Pearson
Fountain Inn,SC
Summary
Ambitious, career-focused job seeker, anxious to obtain a Call Quality Control Analyst II position to help launch career while achieving company goals.
Overview
11
11
years of professional experience
Work History
Who’s On Team Lead
New Rez LLC
Greenville
03.2023 - Current
- Assist homeowners with their questions and concerns
- Go over BANA audits with associate if a CCID was not opened and needed to be open
- Submit reports on the numbers at the end of the day
- Assist associates with questions that they may have
- Train new employees on the who’s on process -Complete web tickets
- Oversaw quality control to identify inconsistencies and malfunctions.
- Offered training and support to keep team members motivated and working toward objectives.
Universal Supervisor
New Rez LLC
Greenville
07.2018 - 03.2023
- Organized and assign daily work assignments
- Work ACH request
- Planned and managed resources to consistently meet production, quality and cost goals.
- Coordinated employee schedules according to shift changes and availability.
- Identified needs of customers promptly and efficiently.
- Solve customers’ challenges
- Process Qualified Written Request (QWR) -Supervise a team of 20 associates
- Submit time and approve time as well
- Have one on one meetings with individual associates
- Come up with ways to help those that are struggling
- Help mold team associates to be the best they can be and assist with finding ways to move up in the company
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Coached staff members to develop long-term career goals.
Universal Specialist
New Rez LLC
Greenville
12.2015 - 07.2018
- Answer inbound calls
- Assist with inboxes
- Set up ACH
- Transfer Calls when needed
- Answer inquires
- Resolve Problems
- Assist with processing payments
Samsung, Executive Customer Service Representative
Greenville
04.2013 - 05.2014
- Support sales reps in opening new account and upgrading existing service
- Quickly and effectively solve customer challenges
- Maintain quality control / satisfaction records, constantly seeking new ways to improve customer service
Education
College Credits: Communication & Public Relations -
Morris College
05.2013
Diploma -
Mauldin High School
06.2010
Skills
- Quality Control
- Employee Engagement
- Complaint Resolution
- Coaching and Mentoring
- Performance Improvement
- Workplace Safety
- Performance Monitoring
- Production Monitoring
- Team Leader
- Team Player
References
Available upon request
Timeline
Who’s On Team Lead
New Rez LLC
03.2023 - Current
Universal Supervisor
New Rez LLC
07.2018 - 03.2023
Universal Specialist
New Rez LLC
12.2015 - 07.2018
Samsung, Executive Customer Service Representative
04.2013 - 05.2014
College Credits: Communication & Public Relations -
Morris College
Diploma -
Mauldin High School
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