Faith Frank
Quality Analyst
Tupelo,MS
Summary
Highly skilled Quality Assurance Agent with a track record of ensuring standards and guidelines are followed while improving processes. I am a driven employee with a proven history of productivity and success in a work from home environment. I am adaptable and fast to learn, possessing experience in quality assurance, customer service, sales, and collections.
Overview
9
9
years of professional experience
Work History
Quality Assurance Analyst
Barclays
Las Vegas, Nevada
09.2022 - Current
- Conducts performance assessments across customer-facing teams in Collections, Care, and Fraud.
- Analyze and organize data into reports for leadership, feedback for agents, and insights for training teams.
- Collaborate with other departments in order to improve performance and maintain quality standards.
- Maintain and distribute up-to-date reports.
- Ensure alignment and consistency in quality standards through regular calibrations and listening sessions.
- Translate trending impacts into easily understood processes, explanations, and solutions in order to improve knowledge articles, or agent resources.
- Stay current with regulations, policies, and processes.
- Host listening sessions with team leaders in order to calibrate and foster consistency throughout customer-facing departments.
Account Manager
Barclays
Las Vegas, NV
06.2020 - 09.2022
- Receive inbound calls, and make outbound calls, collecting past due balances.
- Provide exceptional customer service by answering general inquiries and addressing customer concerns.
- Arrange for debt repayment or establish repayment schedules based on customers' financial situations.
- Perform all tasks in compliance with company policies and regulations.
- Locate and monitor overdue accounts, using a variety of systems.
- Service Internal/External Customer Requests/Inquiries.
Vacation Advisor
Hilton Grand Vacations
Las Vegas, NV
05.2016 - 01.2019
- Developed top-tier negotiating skills and turned customer objections into sales opportunities.
- Displayed high-level expertise with vacation and timeshare sales techniques and industry regulations.
- Reached or exceeded sales quotas and preset personal performance goals.
- Demonstrated products and specific features at customer locations and special events.
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Updated and maintained customer databases to increase customer retention.
Education
High School Diploma -
Del Sol High School
Las Vegas, NV01-2012
Some College (No Degree) - General Studies
College of Southern Nevada
Las Vegas, NVSkills
- Effective written and verbal communicator
- Situational adaptability
- Multitasking, managing shifting priorities
- Manages complexity
- Efficiency and optimization
- Extreme attention to detail
- Customer service
- Proficient in Microsoft Word, Excel, and PowerPoint
- Excellent prioritization and problem-solving skills
- Typing at 70 wpm
- Strong interpersonal skills
- Conflict management
- Deescalation and objection management
- Telephone and face-to-face sales
- Addressing and overcoming concerns
- Influencing customers and driving sales
References
Audra Rael
Director of Governance and Control, Barclaycard US
Audra.rael@Barclays.com
Timeline
Quality Assurance Analyst
Barclays
09.2022 - Current
Account Manager
Barclays
06.2020 - 09.2022
Vacation Advisor
Hilton Grand Vacations
05.2016 - 01.2019
High School Diploma -
Del Sol High School
Some College (No Degree) - General Studies
College of Southern Nevada
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