Kimberly Harris
Troutville,Va
Summary
Dedicated Senior Quality Analyst with extensive experience in monitoring and improving quality control processes. Skilled in data analysis and problem-solving to drive continuous improvement and ensure the highest level of quality.
Overview
25
25
years of professional experience
Work History
Senior Quality Assurance Administrator
Wells Fargo
08.2020 - 09.2023
- Managed internal audits to ensure compliance with quality standards
- Developed and delivered training programs to improve understanding of quality requirements
- Adept at working with cross functional teams to achieve team and company objectives
- Ability to create procedures and implement process improvements to be used in a fast-paced business environment
- Key skills include: Quality Assurance, Problem Resolution, Training, Compliance, Process management, Analysis and implementation
Quality Analyst& Monitor
Wells Fargo
07.2005 - 08.2020
- Responsible for reviewing caseloads for Quality assurance with attention to detail for potential risk and inconsistencies across the organization
- Responsible for identifying deficiencies and recommending corrective measures by providing ongoing coaching and feedback
- Responsible for identifying and providing input regarding quality program design, performance trends, necessary changes to improve quality and service levels
- Required to collaborate and communicate verbally and in writing with other business lines to achieve a common vision and value goal
- Required to prioritize work, meet deadlines, achieve goals and work under pressure in a complex environment
- Required to have strong problem solving and decision-making skills with high attention to detail and accuracy
- Required to have a customer service focus with the ability to analyze, research, and respond to moderately complex customer or agency issues.
Customer Support Phone Team
Wells Fargo
07.1998 - 07.2005
- Ensure effective communication and adherence to company and unit policies, procedures, and practices
- Resolved customer complaints and ensured high levels of satisfaction
- Assisted teammates with taking escalated calls to resolve customer complaints and issues
- Utilized active listening skills to empathize with customers and provide personalized solutions
- Assisted customers with product inquiries, order tracking, and issue resolution in a timely manner
- Implemented strategies to improve customer satisfaction and retention rates through proactive communication.
Education
High School Diploma -
Northside High School
Roanoke, Va06.1989
Skills
- Microsoft
- Attention to Detail
- Quality assurance background
- Internal Phone Audits
- Risk Analysis and Mitigation
- Employee Training
- Strong Work Ethic
- Critical Thinking
- Team Collaboration
- Defect Identification
- Performance monitoring
References
- Amanda Hensley, Virginia Tech, Blacksburg, Va, (706) 829-5093, Amandaah@vt.edu
- Jennifer Firebaugh, Wells Fargo Bank, Roanoke, Va, (540) 460-9155, Jennifer.Firebaugh@Wellsfargo.com
- Whendy Widener, Roanoke County Public Schools, Roanoke, Va, (540)312-4758, Wwidener@rcps.us
Timeline
Senior Quality Assurance Administrator
Wells Fargo
08.2020 - 09.2023
Quality Analyst& Monitor
Wells Fargo
07.2005 - 08.2020
Customer Support Phone Team
Wells Fargo
07.1998 - 07.2005
High School Diploma -
Northside High School