Diamond Speight
Raleigh,NC
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Wells Fargo
Raleigh, NC
09.2018 - Current
- Assist customers with making payments or establishing payment plans to bring accounts current.
- Made outbound calls to obtain account information.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Answered inbound calls, chats and emails to facilitate customer service.
- Maintained knowledge of payment policies and security practices.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Developed strong customer relationships to encourage repeat business.
- Kept quality score at 100%
Quality Assurance Administrator
Wells Fargo
Raleigh, NC
12.2022 - 07.2023
- Monitor and evaluate the quality of inbound or outbound calls in the US and Manila.
- Document quality issues and performance measures for management review
- Oversee a group of service monitors.
- Provide information and assist in feedback and formal education process of other staff.
- Basic knowledge and understanding of bank regulations/ compliance, policies processes and procedures.
Associate Loan Servicing Representative
Wells Fargo
Raleigh, NC
03.2020 - 11.2022
- Perform routine tasks for Loan Servicing functional area including reviewing, researching, and processing.
- Respond to written and phone inquiries of low to moderate complexity from customers, title companies, vendors, and internal personnel pertaining to loans and various areas within Loan Servicing functional area.
- Support a variety of loan servicing tasks, including reviewing loan disbursement requests, processing disbursements, and preparing loan demands.
- Identify opportunities to improve loan servicing process within established procedures.
- Audited files regularly to detect and correct paperwork and processing errors.
- Processed payoffs, releases and contract information for auto loans.
- Scanned and uploaded loan and related documents into system.
- Filed and maintained loan records.
Data Entry Specialist
American Kennel Club
Raleigh, NC
05.2017 - 07.2018
- Reviewed and updated account information in company computer system.
- Completed accurate and efficient data entry and database updates to support business operations.
- Identified, corrected and reported data entry errors.
- Coordinated, scheduled and executed in-depth data entry projects.
- Scanned and stored files and records electronically to reduce paper files and secure data.
- Responded to daily inquiries and requests within mandated timeframe to meet deadlines.
Education
Bachelor of Arts - Mass Communications & Journalism
Shaw University
Raleigh, NC05.2017
Skills
- Problem-Solving
- Verbal and Written Communication
- Web and desktop publishing
- Audio production
- African American politics
- Mass media law
- Raleigh Television Network, Practicum Recording Radio
- Public Speaking
- Data Entry
- Customer Service
- Quality assurance
References
References available upon request
Timeline
Quality Assurance Administrator
Wells Fargo
12.2022 - 07.2023
Associate Loan Servicing Representative
Wells Fargo
03.2020 - 11.2022
Customer Service Representative
Wells Fargo
09.2018 - Current
Data Entry Specialist
American Kennel Club
05.2017 - 07.2018
Bachelor of Arts - Mass Communications & Journalism
Shaw University