JAMIE WIGHT
Vancouver,WA
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
22
22
years of professional experience
Work History
Senior Quality Assurance Analyst
Wells Fargo
11.2012 - 12.2025
- Conduct quality audits of customer interactions to ensure compliance with policies, standards, and regulatory requirements.
- Identified trends, root causes, and high-risk interactions; communicated findings to leadership to inform decision-making.
- Provided actionable coaching and feedback, enhancing individual performance and contributing to overall team improvement.
- Deliver coaching and feedback to enhance individual performance and drive team improvement.
- Provide actionable coaching and feedback to support performance improvement.
- Facilitated training for internal teams on quality monitoring tools and best practices, promoting consistent application and adherence to quality standards.
Customer Service Representative
Clarke American / Harland Clarke
10.2003 - 11.2012
- Assisted consumer and business customers, recorded complaints, ensured accuracy of case records for quality review, enhancing service quality.
- Interpreted customer needs and recommended appropriate banking and check-printing solutions.
- Processed service requests using CRM systems, ensuring timely updates and complete case documentation.
- Interpreted customer needs, recommended appropriate banking and check-printing solutions, contributing to customer satisfaction.
Customer Service Representative (Reservations)
JetBlue Airways
09.2008 - 07.2010
- Assisted customers with reservations, ensuring compliance with service and documentation standards to enhance customer satisfaction.
- Assisted customers with reservations and maintained compliance with service and documentation standards.
- Processed reservations and ticket changes while maintaining booking accuracy.
- Processed reservations and ticket changes, guaranteeing booking accuracy to minimize customer disruptions.
Education
High School Diploma -
Orem High School
Orem, UTSkills
- Quality assurance
- QA expertise
- Compliance reporting
- Interaction review
- Interaction analysis
- Root cause analysis
- Performance metrics analysis
- Process improvement
- Policy adherence
- Record maintenance
- Coaching delivery
- Cross-Functional Collaboration
- Team leadership
- Active listening
- Critical thinking
- Problem resolution
Timeline
Senior Quality Assurance Analyst
Wells Fargo
11.2012 - 12.2025
Customer Service Representative (Reservations)
JetBlue Airways
09.2008 - 07.2010
Customer Service Representative
Clarke American / Harland Clarke
10.2003 - 11.2012
High School Diploma -
Orem High School