Katrina Eastridge
Concord,CA
Summary
Accomplished Testing Specialist with robust expertise in Quality Assurance and Customer Service. Demonstrates exceptional collaboration within teams and adaptability to change in the environment. Proactive and results-driven, exhibiting superior time management and problem-solving capabilities. Dedicated to enhancing team performance and fostering organizational growth.
Overview
18
18
years of professional experience
Work History
Testing Specialist I
Bank of America
03.2017 - Current
- Performing 10-12 audit evaluations per day for Consumer and Business Banking agents in phone and chat spaces.
- Analyze data and translate into constructive coaching feedback
- Coordinating regular system logins monthly to ensure continuous system access for all team members.
- Provide monthly analysis of auditing trends to help provide valuable insight to improve processes and support informed decision-making.
- Continuously identifying areas for improvement in overall quality assurance practices.
- Maintaining comprehensive knowledge of relevant regulations and standards
Small Business Sales Chat Specialist
Bank of America
07.2012 - 03.2017
- Provided customer support through chat for new account applications.
- Maximized response efficiency by prioritizing and handling up to 3 chats simultaneously.
- Maintained up-to-date knowledge on company products, services, policies, and procedures to provide accurate information.
- Supported sales initiatives by up-selling or cross-selling relevant products/services where appropriate within the context of the chat conversation.
Senior Contact Support Specialist
Bank of America
06.2011 - 07.2012
- Provided technical support for Online Banking issues escalated beyond first point of contact.
- Interacted with business partners to ensure resolution in a timely manner.
- Performed on average 20-25 outbound calls per day.
Customer Service Specialist
Bank of America
05.2008 - 06.2011
- Provided exceptional customer support through effective communication and problem-solving techniques.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
Skills
- Risk Assessment
- Collaborative Team Player
- Time Management and Prioritization
- Results and Deadline-driven
- Attention to Detail
- Data Collection and Visualization
- Regulatory Knowledge and Compliance
- Effective Communication
- Adaptability and Flexibility
- Critical Thinking and Analytical Skills
Systems
- Microsoft Office 365
- Salesforce CRM
- SharePoint
- Genesys - Chat Support
- Nice/Engage – Systems
- Nexidia
- IEX – Workforce Management
- Skype – Enterprise
Timeline
Testing Specialist I
Bank of America
03.2017 - Current
Small Business Sales Chat Specialist
Bank of America
07.2012 - 03.2017
Senior Contact Support Specialist
Bank of America
06.2011 - 07.2012
Customer Service Specialist
Bank of America
05.2008 - 06.2011