Jonathan Neild
Browns Summit,NC
Summary
Dynamic Quality Analyst with a proven track record at Bank of America, excelling in data analysis and process improvement. Adept at multitasking and delivering high-quality results under tight deadlines. Skilled in training teams and implementing effective reporting tools, driving compliance and operational excellence.
Overview
20
20
years of professional experience
Work History
Quality Analyst
Bank of America
Greensboro, NC
01.2021 - Current
- Developed and maintained daily, weekly, and monthly reports to deliver clear and concise data insights
- Managed multiple projects independently, delivering high-level results while consistently meeting deadlines
- Acted as primary contact for business partners, enhancing communication and collaboration.
- Maintained up-to-date knowledge of policies, rules, and regulations to ensure compliance
Collections and Recovery
Bank of America
Greensboro, NC
01.2018 - 01.2021
- Collected on delinquent mortgage accounts, enabling clients to avoid foreclosure through tailored financial solutions.
- Maintained compliance with company policies and federal regulations.
- Executed daily operational tasks efficiently accurately and efficiently.
- Collaborated with diverse coworkers to meet objectives and resolve product and service-related issues.
- Proposed innovative strategies that improved team collaboration and effectiveness in addressing challenges.
Advanced Technical Support Representative II
Time Warner Cable/Spectrum
Greensboro, NC
01.2015 - 01.2017
- Resolved complex data, local network, email, and modem issues to ensure seamless connectivity and user satisfaction.
- Analyzed ticket patterns and escalated key issues, providing valuable insights for error trending and feedback to improve support effectiveness.
- Reviewed tickets for patterns and escalated critical issues, contributing to enhanced support processes through error trending analysis.
Customer Service Representative I
Time Warner Cable/Spectrum
Greensboro, NC
01.2014 - 01.2015
- Resolved customer service inquiries and technical issues, improving customer satisfaction.
- Processed billing questions and account updates efficiently.
- Facilitated entry-level billing and sales processes for cable technical support, ensuring accurate customer transactions.
- Educated customers on new products and services, increasing their knowledge and engagement.
Store Manager
Rent-A-Center
Various Locations
01.2006 - 01.2014
- Set daily, weekly, monthly goals for team members, providing follow-up and guidance to drive individual performance.
- Balanced and adjusted scheduling and assignments to meet store needs and optimize team workflow.
- Developed and implemented training procedures to enhance skills and capabilities of team members.
- Negotiated sales terms with customers, ensuring compliance with company standards while maintaining accurate records.
- Collaborated with corporate recruiters to identify top talent for the team.
Education
Some College (No Degree) - Computer Science
Utica College
Utica, NYSkills
- Quality assurance
- Data analysis
- Data visualization
- Reporting tools
- Process optimization
- Project management
- Microsoft Office expertise
- Time management
- Problem solving
- Attention to detail
- Team training
Timeline
Quality Analyst
Bank of America
01.2021 - Current
Collections and Recovery
Bank of America
01.2018 - 01.2021
Advanced Technical Support Representative II
Time Warner Cable/Spectrum
01.2015 - 01.2017
Customer Service Representative I
Time Warner Cable/Spectrum
01.2014 - 01.2015
Store Manager
Rent-A-Center
01.2006 - 01.2014
Some College (No Degree) - Computer Science
Utica College