Jessica Lane
Dover,NH
Summary
- Proven track record of successfully managing multiple freelance assignments concurrently, meeting deadlines and client satisfaction. Possessing excellent communication skills while interacting effectively with both technical and non-technical personnel at all levels.
- Experienced in reviews of critical business processes, evaluating levels of internal controls and identifying process improvement opportunities
- Strong customer service and call center background
- Outstanding time management, communication and organizational skills, self starter
Overview
28
28
years of professional experience
Work History
Independent Contractor
Auditor
01.2010 - Current
- Worked as an independent contractor for several companies by completing customer service audits to ensure quality and service levels were maintained and to standard
- Met 100% of reporting accuracy and maintained accurate results as dictated by contracted employers
Barefoot Books
Book Ambassador
01.2006 - 12.2014
- Served as a Barefoot Book ambassador and lead book sales in the community by educated and marketing books throughout the community
- Generated over $6K sales in under 6 months
- Built a team of members by promoting the company, assisting salespeople and educating them regarding companies ideas, products and philosophies
Customer Service and Sales Specialist
Bank Of America
01.2004 - 12.2006
- Received inbound calls from credit card customers
- Delivered superior customer service to retain existing customers and attract future customers.
- Promoted new products and services to existing customers, driving revenue growth and satisfaction.
- Participated in quality listening position that monitored customer services and sales specialists to ensure they remained in compliance
Auditor
Bank Of America
01.1999 - 05.2004
- Served as lead auditor responsible for reviewing business data for nine call centers across US
- Assessed business risk resulting in preparation of audit scopes
- Identified internal control weaknesses and opportunities for improvement
- Presented audit findings and recommendations to management on a monthly basis
- Followed established auditing processes to meet internal and regulatory requirements.
- Wrote departmental policies and procedures
- Initiated individual educational mentoring sessions and facilitated team education based on audit findings
- Assisted in corporate audit preparation on an annual basis
- Assisted in education of Regulatory Compliance for staff
- Educated peers on compliance listening
Misapplied Balance Consolidation Coordinator
MBNA America
01.1996 - 12.1999
- Researched and collected $500K in previously charged off funds from competitor banks
- Responsible for initiating weekly progress calls with upper management
Education
Bachelor of Arts - Journalism
University of Maine
Orono, ME06.1995
Timeline
Independent Contractor
Auditor
01.2010 - Current
Barefoot Books
Book Ambassador
01.2006 - 12.2014
Customer Service and Sales Specialist
Bank Of America
01.2004 - 12.2006
Auditor
Bank Of America
01.1999 - 05.2004
Misapplied Balance Consolidation Coordinator
MBNA America
01.1996 - 12.1999
Bachelor of Arts - Journalism
University of Maine
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