JACKLINE GABONE
Duluth,GA
Summary
Seeking a challenging role to leverage my skills in identifying business needs, analyzing data, and recommending solutions to drive organizational growth. Flexible and versatile, specializing in developing innovative solutions to organizational problems. Committed to providing accurate, effective advice to customers.
Overview
9
9
years of professional experience
Work History
Quality Assurance Analyst
COMMUNITY LOANS OF AMERICA
Sandy Springs, GA
03.2023 - Current
- Mentored and coached team members on QA topics and strategies.
- Identified issues, analyzed information, and provided solutions to problems.
- Improved KPIs by 10% through targeted coaching
- Documented QA evaluations in FIVE9 QM platform for audit readiness.
- Led calibration session reducing training gaps by 15%
Customer Service Specialist
COMMUNITY LOANS OF AMERICA
Sandy Springs, GA
08.2021 - 03.2023
- Researched complex issues raised by customers, identified solutions, and provided timely responses.
- Provided advice and assistance to customers in order to help them make informed decisions regarding their loan options.
- Handled 60–90 customer inquiries per day via phone, email, and chat regarding products, services, and account information.
- Prepared and verified 15–25 customer account or service-related documents daily, ensuring accuracy and compliance with company policies
Financial Aid Advisor
MASSACHUSETTS EDUCATION & CAREER OPPORTUNITIES INC.
Worcester, MA
12.2019 - 06.2021
- Reviewed and verified 120+ financial aid and college-related applications per academic year, ensuring accuracy and adherence to federal and institutional requirements.
- Educated and guided 250+ high school students annually on college affordability, including tuition costs, scholarships, grants, and need-based financial aid.
- Supported students and families in completing FAFSA applications, scholarship forms, and required documentation, contributing to a 95%+ completion and on-time submission rate.
- Delivered 160+ one-on-one and small-group counseling sessions per year, helping students and families understand college admissions timelines, financial aid eligibility, and next steps toward enrollment.
Academic Advisor
UPWARD BOUND
Dayton, OH
07.2017 - 06.2018
- Provided academic advisement to students on degree requirements, course selection and university policies.
- Created individualized academic plans for each student to help them reach their educational goals.
- Conducted workshops on topics such as college success strategies and time management skills.
- Collaborated with faculty members to ensure that students were meeting all necessary prerequisites for courses.
Education
Bachelor of Arts - Health And Wellness Management
SUNY At Oswego
Oswego, NY05.2016
Skills
- Key performance indicators
- Team coaching
- Quality Assurance
- Workflow Analysis
- Microsoft Excel
- Documentation and reporting
- Call monitoring
- Dispute resolution
Accomplishments
- Identified gaps in agent performance and agent product knowledge, resulting in a 10% improvement in overall customer satisfaction scores.
- Actively participated in monthly calibration meetings with management and team leads, resulting in a 15% reduction in training gaps.
- Conduct bi-weekly feedback, coaching, and performance plans for each agent, leading to a 20% increase in agent productivity and a 10% decrease in average handle time.
- Monitored quality improvement initiatives, including efficiency, productivity, and internal process improvements, resulting in a 10% increase in overall team efficiency and a 5% reduction in customer complaints.
- Documented all QA evaluations, scores, and notes in the Five9 QM platform, ensuring accurate and comprehensive records for compliance purposes
Timeline
Quality Assurance Analyst
COMMUNITY LOANS OF AMERICA
03.2023 - Current
Customer Service Specialist
COMMUNITY LOANS OF AMERICA
08.2021 - 03.2023
Financial Aid Advisor
MASSACHUSETTS EDUCATION & CAREER OPPORTUNITIES INC.
12.2019 - 06.2021
Academic Advisor
UPWARD BOUND
07.2017 - 06.2018
Bachelor of Arts - Health And Wellness Management
SUNY At Oswego