Summary
Overview
Work History
Education
Skills
Timeline
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HAYLE WILSON

Houston,TX

Summary

Customer-focused Quality Analyst with a strong background in the financial industry. Dedicated to delivering exceptional service and ensuring customer satisfaction. Seeking a challenging role to utilize my analytical skills, attention to detail, and problem-solving abilities.

Overview

4
4
years of professional experience

Work History

Quality Analyst

U.S. Bank
02.2022 - Current
  • Conducted thorough quality assurance checks and audits to ensure compliance with regulatory requirements and maintain high service standards.
  • Collaborated closely with customer service representatives to identify areas for improvement and provide coaching and feedback
  • Analyzed customer interactions and data to identify trends, patterns, and opportunities for enhancing the customer experience
  • Developed and implemented quality control measures, resulting in increased customer satisfaction and reduced error rates
  • Assisted in the design and delivery of customer service training programs to enhance team performance and service delivery
  • Prepared comprehensive reports and presentations highlighting quality metrics and recommendations for process improvement
  • Observes and evaluates call center performance and provides agents with feedback to improve overall performance and shareholder experience

Fraud /Debt Collection Specialist

Kohl's Credit Center
09.2019 - 01.2022
  • Provided exemplary level of customer service to clients and company personnel
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity
  • Gathered evidence, which included recorded and written statements, financial documentation and audio materials for examination
  • Processed and logged accurate and detailed incident reports
  • Resolved conflicts and negotiated mutually beneficial agreements between parties
  • Processed payments and applied them to customers balances
  • Discussed options with delinquent clients in terms of proposed solutions
  • Handled 200+ outbound calls daily
  • Researched personal information using Lexis Nexus and Accurint
  • Worked in call center environment handling both manual and automatically dialed outbound calls.
  • Trained new team members on scripts, company services and collection strategies

Education

Bachelor of Arts - Communications and Rhetorical Sciences

University of Wisconsin - Madison
Madison, WI

Skills

  • Data Analysis
  • Strong attention to detail
  • Regulatory compliance
  • Process improvement
  • Reporting efficiency and accuracy
  • Documentation and reporting
  • Collaboration and teamwork

Timeline

Quality Analyst

U.S. Bank
02.2022 - Current

Fraud /Debt Collection Specialist

Kohl's Credit Center
09.2019 - 01.2022

Bachelor of Arts - Communications and Rhetorical Sciences

University of Wisconsin - Madison

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