Leticia Burney
Humble
Summary
Detail-oriented professional with extensive experience in customer service and logistics coordination, leveraging strong problem-solving and multitasking skills to deliver high-quality solutions. Adept at fostering collaborative relationships and enhancing service offerings. Excited to transition into a Quality Assurance Call Monitoring role to optimize team performance and client satisfaction.
Overview
15
15
years of professional experience
Work History
Travel consultant and call monitoring
America Express
05.2022 - 06.2025
- Monitored a specialized queue of VIP card member service calls, evaluating agent performance against the “Amex Service Ethos” scorecards to maintain premium quality standards.
- Managed high-volume calls while maintaining exceptional service standards.
Call Monitoring Customer Service Call Center
Automotive Group 1
11.2014 - 04.2020
- Monitored an average for 500+ customer interactions monthly calls, chats, and emails against a standardized quality scorecard to ensure adherence to company standards and regulatory compliance.
- Worked effectively in fast-paced environments.
Customer Service Call Monitoring Call Center
NCO Financial Systems Inc
09.2010 - 01.2014
- Led the quality control function for operational activities, including account management and payment processing, by analyzing root cause failures and implementing corrective actions that reduce operational errors by 15%.
- Skilled at working independently and collaboratively in a team environment.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Education
High School Diploma -
MacArthur High School
Houston, Texas05.2004
High School Diploma - undefined
MacArthur High School
Houston, Texas05.2004
Skills
- Call Monitoring Software (eg, NICE, Calabrio), CRM Systems (eg, Salesforce), Quality Management Software (eg, JIRA), Performance Metrics
- Process Improvement Quality Standards/Metrics, Documentation, Compliance & Adherence, CalibrationSessions
- Attention to Detail, Analytical Abilities, Data Analysis, Root Cause Analysis, Critical Thinking
- Active Listening, Constructive Feedback/Coaching, Written & Verbal Communication
Timeline
Travel consultant and call monitoring
America Express
05.2022 - 06.2025
Call Monitoring Customer Service Call Center
Automotive Group 1
11.2014 - 04.2020
Customer Service Call Monitoring Call Center
NCO Financial Systems Inc
09.2010 - 01.2014
High School Diploma - undefined
MacArthur High School
High School Diploma -
MacArthur High School