Erika Wood
Waco,TX
Summary
Accurate quality assurance specialist with several years of experience. Fortes in the quality and retention aspects of elite customer service. Sound decision-making and performance analysis talents. Collaborates with groups or work independently with minimal supervision. Proficient in various software packages.
Overview
29
29
years of professional experience
Work History
Quality Assurance Specialist
Citibank
Jacksonville, FL
05.2021 - 05.2024
- Performed quality audits for the Military Response Unit agents responsible for preparing, and processing requests from military members applying for protected benefits under the Servicemembers Civil Relief Act.
- Ensured compliance with all relevant documentation and accuracy of all crucial calculations before submitting compensation.
- Participated in agent evaluation activities including audits and assessments.
Retention Specialist
Citibank
Jacksonville, Florida
10.2016 - 05.2021
- Assisted in the development of strategies aimed at improving long-term customer loyalty.
- Assisted customers with complaints, inquiries, and billing issues while maintaining a high level of customer satisfaction.
- Resolved escalated issues from customers in a timely manner.
Avionics Install/Integration Tech III
Lockheed Martin/LSI/URS
Worldwide Travel
02.1999 - 03.2006
- successfully integrated new countermeasure, communication, navigation, and weapons systems for military defense aviation.
- advanced interpretation of wire schematics, engineer change orders, developing experimental test procedures for proper integration into existing aircraft and highly proficient troubleshooter/ electrical tech
- applied highly proficient skills across multiple fixed and rotary wing aircraft supporting all branches of the military to be able to work as part of an elite skilled team to achieve extraordinary results.
- Airframes include F-16 C/D, C-5 A/C/H, C-130 H/J, CH-47 D/E, OH-58D Longbow, UH-60 A/C/M
Avionics Specialist
USAF
06.1995 - 05.1999
- Provided technical support to pilots regarding use of onboard avionic equipment.
- Conducted tests on aircrafts' instrumentation to ensure accuracy of readings.
- Performed scheduled and unscheduled maintenance on avionics systems, including troubleshooting and repair of electrical components.
Education
Associate of Applied Science - Avionics Maintenance Technology
CCAF
USAF10-1997
Associate of Arts - Spanish Language And Literature
Defense Language Institute
Presidio Of Monterey, CA06-1996
Skills
- Data Analysis
- Non-compliance Assessments
- Detail Oriented
- Regulatory Compliance
- Team Collaboration
- Issue Resolution
- Documentation And Reporting
Languages
Spanish
Limited
References
References available upon request.
Timeline
Quality Assurance Specialist
Citibank
05.2021 - 05.2024
Retention Specialist
Citibank
10.2016 - 05.2021
Avionics Install/Integration Tech III
Lockheed Martin/LSI/URS
02.1999 - 03.2006
Avionics Specialist
USAF
06.1995 - 05.1999
Associate of Applied Science - Avionics Maintenance Technology
CCAF
Associate of Arts - Spanish Language And Literature
Defense Language Institute
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