Kasandra Gilliom
High View,WV
Quote
I cannot believe the purpose of life is to be happy. I think the purpose of life is to be useful, to be responsible, to be compassionate. It is, above all, to matter, to count, to stand for something, to have made some difference that you lived at all.
Leo Rosten
Title
- OFAC GLOBAL PAYMENTS QUALITY ASSURANCE
- OFAC GLOBAL PAYMENTS OPERATIONS
- CUSTOMER SERVICE QUALITY ASSURANCE
- CUSTOMER SERVICE MANAGMENT
Summary
I have a total of 16 years providing customer service (face-to-face and in a call center) which includes 10 years managing up to 20 employees and 7 years of payment operations and quality assurance specializing in customer service call quality and OFAC/economic sanctions payments. My experience entails processing and investigating OFAC alerts on global payments to ensure compliance regulations are followed and providing exceptional, first call resolution, customer service to all customers. I also developed/recommended improvements of SOPs for the organization's regulatory and training guidance, implementation of corporate compliance and risk management, and modifying corrective action procedures and/or policies to enhance expected metrics and goals.
Overview
16
16
Years of Professional Experience
Work History
Quality Assurance Coordinator
CORESTAFF Services
10.2021 - 12.2021
- Coordinated implementation of new products and services, procedures, and systems and or hardware solutions for problems in operations environment as well as initiating projects and alternatives to improve operations efficiency.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Developed educational materials used to train staff on QA standards.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Supervised operations staff and kept employees compliant with company policies and procedures.
Senior Operations Analyst for QA
Bank Of America Merrill Lynch
07.2015 - 09.2021
- Performed randomized audits of Office of Foreign Assets Control (OFAC) transactions completed by operations analysts to ensure efficiency and accuracy; report risk to compliance, if any.
- Re-serviced transactions and attached required documentation for quality and/or auditing purposes.
- Coached and trained Operations Managers and Operations Analysts with updates to economic sanctions compliance regulations and updates to ADHOC list.
- Provided coaching logs to analysts that failed to follow compliance regulations or caused possible risk to the bank.
- Scheduled meetings and training sessions for operators and management that failed to follow compliance guidelines while processing transactions.
- Created and managed operational databases to store and track data and maintained accurate information for auditing purposes.
- Supported management and associated operators to maintain system functionality.
- Utilized Microsoft Excel and Access extensively for macros, spreadsheets and models for audits.
- Created custom reports and visualizations to support decision-making processes.
Senior Customer Service Specialist for QA
Bank Of America, Customer Service Contact Centers
05.2014 - 07.2015
- Measured quality through listening of recorded phone calls and provided scores for quality assurance documentation.
- Coached team members on best practices and protocols to reduce inconsistencies.
- Increased efficiency and performance KPIs by monitoring team member productivity and providing feedback when necessary.
- Implemented and developed customer service training processes.
- Collaborated with staff management to enhance customer service experience and exceed client satisfaction rates.
- Analyze and interpret data to identify trends, document findings, and create reports to be used by Director or other leadership for coaching and training within Customer Care Center.
- Cross-trained staff and stepped up to assist customer service managers with complaints and issues during times of department short staffing.
Education
Bachelor of Science - Psychology
ASHWORTH COLLEGE
Norcross06.2023
Associate of Applied Science - Psychology
John Tyler Community College
Chester, VA06.2010
Skills
- Excellent Verbal and Written Communication
- Expert Telecommunication Skills
- Superb Time Management Skills
- Microsoft Office 360 Expertise
- Coaching and Mentoring
- Team Leadership Training and Development
- Teamwork and Collaboration
- Federal Regulations, Policy and Procedure Implementation
- Quality Improvements Implementation
- Compliance and Audit Reporting
- Risk Management
- Project Management
- Customer Relationship Management
- Operations Management
- Performance and Data Analysis
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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