Summary
Overview
Work History
Education
Skills
Additional Information
Affiliations
Certification
Timeline
Generic

Franky Banks

Davenport,FL

Summary

To obtain a position where I can maximize and integrate my multi-level collections, quality assurance abilities, managerial experience and training skills in a corporate environment. Results & goal-oriented professional with a successful record of accomplishments in collections, training, and customer service. Self-motivated professional offering strong communication and quick thinking skills. Works effectively on teams, as well as independently, in fast-paced environments.

Overview

27
27
years of professional experience
1
1
Certification

Work History

Quality Assurance Supervisor

Centene
Orland, FL
03.2024 - Current
  • Evaluated the effectiveness of existing Quality Assurance processes and implemented corrective actions where needed.
  • Reviewed and updated quality assurance policies and procedures.
  • Managed daily activities of QA personnel such as setting goals, providing guidance, and assigning tasks.
  • Provided regular performance reviews for QA staff members and identified areas requiring further training.
  • Trained new employees on company policies and procedures.
  • Evaluated employee performance through periodic reviews and documented results accordingly.
  • Collaborated with other departments to coordinate workflow processes between teams.
  • Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.

Quality Assurance Analyst

SquareTrade.com
Orlando, FL
02.2016 - 02.2024
  • Provide coaching/feedback individually to Specialists.
  • Monitor calls daily to ensure Specialist are following Squaretrade policies and procedures.
  • Document and keep record findings on a formalized evaluation form Analyze data to identify areas for improvement.
  • Participate in call calibration sessions.
  • Staying current and up to date with internal processes and procedures.
  • Complete special projects in a timely manner

Credit Solutions Quality Analyst

Space Coast Credit Union
Melbourne, FL
09.2010 - 02.2016
  • Performed quality review of inbound and outbound calls within the Credit Solutions department.
  • Provided daily quality review reports to management for employee coaching opportunities.
  • Recommended improvements in work processes, training procedures and methods to management to increase efficiency or improve call quality.
  • Maintained up-to-date knowledge, understanding and documentation of required State, Federal, Investor, and PMI guidelines related to Solutions/Collections, Modifications, and Recovery.
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  • Updated investor procedures with changes according to Fannie Mae, Freddie Mac and Federal Home Loan Bank to ensure compliance with all Investor Guidelines, including but not limited to Fannie Mae, Freddie Mac, Federal Home Loan Bank, and FHA.
  • Completed monthly Quality Control reviews of Credit Solutions processes such as Contact, Foreclosure, Modification, and Bankruptcy timelines, to ensure continued compliance with Investor Guidelines.
  • Assisted with providing necessary documents for any audits.
  • Adhered to Space Coast Credit Union security and audit procedures.

Business Sales Consultant

PRC, LLC
Maitland, FL
05.2008 - 11.2009
  • Responsible for contacting growing small businesses by selling solutions to new accounts that are based here in the United States Develop solutions to meet their business needs objectives, and provide outstanding customers service with the ability to drive results.
  • Met and exceeded performance goals each month.
  • Opened new customer accounts.

Operations Manager

Portfolio Recovery Associates
Virginia Beach, VA
09.2006 - 06.2007
  • Assessed, supervised, motivated, and evaluated 14 collection employees.
  • Monitored call performance of team members in correlation to company standards.
  • Received input from Quality Control and Training Department.
  • Conducted performance counseling, review and coaching on a periodic basis with team members.
  • Established and maintained an environment that encourages team work, individual efforts and ethical behavior.
  • Ensured that team members verify and update account information, properly code accounts and prepare documents to transfer accounts.
  • Coordinated with accounting department on the status of payments and insufficient checks.
  • Reviewed requests from team members to settle accounts and approve or reject settlement proposals.
  • Monitored direct check payment base to ensure customers met company-established minimum payments or approve deviations from standard terms of payment.

Account Representative

Portfolio Recovery Associates
Virginia Beach, VA
08.2005 - 08.2006
  • Handled debtor phone calls and questions regarding delinquent accounts and established terms for repayment.
  • Collected data, skip traced on debtors, conducted research, resolved problems, and updated accounts.
  • Made 95-125 outbound calls daily to debtors on past due accounts.
  • Answered incoming phone calls from debtors, mortgage companies, credit counseling agencies, attorneys, courts, etc.
  • Maintained monthly goals as required by upper management.

Customer Relations Specialist

United States Surgical
Norwalk, CT
10.2003 - 07.2005
  • Troubleshoot error and inquiries related to multiple product lines.
  • Received inbound calls related to product information and order processing.
  • Performed inventory control, ordering, and purchasing.
  • Negotiated agreements with vendors and ensure all deliveries accurate and on time.
  • Enhanced employee performance and attendance through daily mentoring, one-on-one discussions and motivational strategies.
  • Assisted management with training of new hires.

Customer Service Representative

Webloyalty.com
Shelton, CT
10.2002 - 10.2003
  • Assisted customers with membership and billing inquiries via internet, email and phone.
  • Conducted product knowledge and resolved customer concerns and problems.
  • Assisted with website navigation and technical support.
  • Achieved perfect score on all phone monitors throughout tenure.

Automated Logistics Specialist

United States Army
Stratford, CT
01.1998 - 02.2002
  • Established and maintained stock records and documents such as inventory, material control, accounting and supply records.
  • Processed inventories, surveys, and warehousing documents through automated supply applications in the unit level logistical system.

Education

Bachelor of Arts - Psychology

Southern New Hampshire University
Hooksett, NH
06-2025

Canton College of Technology
1993

Skills

  • Team management
  • Training and development
  • Focused on customer satisfaction
  • Data analysis
  • Conflict resolution
  • Corrective action planning
  • Customer complaint handling
  • Employee training
  • Training and mentoring
  • Documentation and reporting

Additional Information

  • Awards and Recognition Shining Star Award (2005) Employee Choice Award (2004), Promoting a Positive Work Environment Training Program (2004)

Affiliations

Military Enlisted

Certification

Completed the Social & Behavioral Research – Basic Course through the CITI Program, demonstrating knowledge of ethical practices in behavioral and social science research.

CITI Certification:

Timeline

Quality Assurance Supervisor

Centene
03.2024 - Current

Quality Assurance Analyst

SquareTrade.com
02.2016 - 02.2024

Credit Solutions Quality Analyst

Space Coast Credit Union
09.2010 - 02.2016

Business Sales Consultant

PRC, LLC
05.2008 - 11.2009

Operations Manager

Portfolio Recovery Associates
09.2006 - 06.2007

Account Representative

Portfolio Recovery Associates
08.2005 - 08.2006

Customer Relations Specialist

United States Surgical
10.2003 - 07.2005

Customer Service Representative

Webloyalty.com
10.2002 - 10.2003

Automated Logistics Specialist

United States Army
01.1998 - 02.2002

Canton College of Technology

Bachelor of Arts - Psychology

Southern New Hampshire University

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