Melinda J Allen

Work History

Quality Assurance Specialist - Team Lead

Paychex Inc

Dayton, OH

08.2019 - Current

Responsible for training peers and educating employees.
Partners with leadership, developing immersive and innovative training programs for new Quality Assurance team members both in Data Entry and Payroll.
Achieved departmental goals of 220+ interactions daily, as well as 80% productivity.
Handles verbal and written communications at all levels.
Develops and creates how-to content for department using innovative online knowledge database.
Mentors peers on daily basis.
Reported problems and concerns to management.
Recorded findings of quality check process, collaborating with quality teams to implement corrective actions and reporting of trends.
Monitored interaction standards and quality-control programs.
Implemented process improvements to increase productivity in quality assurance operations.
Followed standard operating procedures for inspections and tests.
Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
Sampled cases to verify compliance with standards.
Assisted in developing inspection and testing protocols.
Promoted adherence to quality standards by educating personnel on quality control.

Data Entry Representative

Paychex, Inc

Dayton, OH

08.2017 - 08.2019

Completed data entry tasks with accuracy and efficiency.
Evaluated source documents to locate needed information.
Kept optimal quality levels to prevent critical errors and support team performance targets.
Developed and implemented training programs for Reports team and Data Entry team.
Scanned documents and saved in database to keep records of essential organizational information.
Checked for accuracy by verifying data and records.
Corrected data entry errors to prevent duplication or data degradation.
Followed established procedures to enter and process data correctly.
Developed data entry policies and procedures in compliance with company standards.
Entered numerical data into databases with speed and accuracy using 10-key pad.
Preserved customer confidence and protected operations by keeping information confidential.
Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports.
Updated and maintained customer information, documents and records.

Payroll Specialist

Paychex, Inc

Middletown, OH

08.2016 - 08.2017

Managed payroll data entry and processing for 200+ Clients to comply with predetermined company guidelines.
Completed payroll accurately and timely to meet client expectations.
Address tax notices, penalties, and concerns for all Paychex clients.
Created new hire and termination documents for payroll.
Researched payroll errors and processed payments for federal and state taxes, social security, Medicare and various employee deductions, annuity contributions, and retirement plan withholdings.
Documented and processed all garnishments for bankruptcies, student loans, and child support orders.
Provided customer service to employees regarding payroll inquiries and issues.
Maintained employee privacy and protected payroll operations by keeping all information confidential.
Processed manual checks for employees in accordance with company policies.
Calculated wages, deductions and bonuses in accordance with company policies.
Performed data entry tasks and maintained accurate records of employee payroll information.
Confirmed compliance with all applicable federal, state and local payroll laws and regulations.
Performed calculations in overtime, vacation, and sick hours to provide accurate data to payroll processing database.
Resolved payroll discrepancies quickly and successfully.
Managed and updated employee benefits information.

Floor Supervisor – Principal Coordinator

Capital One Bank

Glen Allen, VA

01.2015 - 05.2016

Ran BAU processes for department, as well as training/coaching for Sr. Coordinators.
Established objectives to offer team members clear roadmap to help company achieve overall goals.
Reduced employee turnover with hands-on leadership and coaching.
Organized monthly workflow for team of twenty-two quality assurance coordinators.
Completed quality checks on all team members.
Completed quarterly American Banking Association (ABA) regulatory training.
Support AQA as point of contact for all Access Support and Application Requests.
Created process documentation and owned process improvement for department.
Facilitated new training materials and sessions with department of 60+ coordinators.
Assisted supervisor with feedback for employee performance evaluations.
Prepared and submitted daily, weekly, and monthly performance reports to inform upper management.
Developed and implemented strategies to improve quality monitoring and increase production.
Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.

Sales Consultant

CarMax

Glen Allen, VA

01.2016 - 04.2016

Answered telephone and email inquiries from potential customers.
Followed up on 100% of warm Internet leads and responded to customer questions about vehicle availability, price, and options while fielding inquiries from various marketing websites.
Greeted customers on lot and in showroom to answer questions about brand and available inventory.
Utilized active listening, rapport building, persuasion, and problem-solving to find perfect vehicles for clients.
Provide customer-tailored recommendations in order to help customers find vehicle options that fit their lives and budget.
Qualified buyers by matching requirements and interests to various car or truck models and discussing finance options.
Complete financial applications with customers to investigate possible approvals from financing partners.
Closed sales by overcoming objections, asking for sales, negotiating price, and completing purchase contracts,
Demonstrated automobiles by explaining characteristics, capabilities, and features, taking test drives and explaining warranties and services.
Oversaw daily outbound calls to identify services that address primary needs.

Quality Assurance Sr. Coordinator

Capital One

Glen Allen, VA

09.2012 - 12.2014

Organized monthly workflow for team.
Performed 90% of required monthly quality checks on teammates.
Completed yearly American Banking Association (ABA) regulatory training.
Executed quality improvement research and studies.
Developed educational materials used to train staff on QA standards.
Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
Assisted with quality control audits.
Analyzed quality and performance data to support operational decision-making.
Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
Developed monthly, end-of-quarter, and other statistical reports for leadership team and quality improvement programs.
Evaluated accuracy of existing quality assurance measurement techniques, implementing improvements to increase efficacy and reduce errors.

Credit Card Phone Representative

Capital One Bank

Glen Allen, VA

01.2011 - 09.2012

Contacted clients about verifying account information and updated services, answered questions, and resolved concerns to uphold exceptional customer service standards and promote brand loyalty.
Referred delinquent accounts to collections department or outside resources.
Motivated and encouraged staff to enhance productivity and meet demanding internal and customer targets.
Achieved and maintained 95% customer approval, 3-minute AHT, and 90% schedule adherence.
Attended ongoing professional training to facilitate accurate and productive credit management.
Researched and resolved customer complaints and disputes related to credit card rewards accounts.
Assisted customers with questions and inquiries to provide information regarding credit card accounts.
Handled complex calls with excellent level of communication and pleasant, professional tone.
Maintained knowledge of legal requirements surrounding disclosure of financial terms, rates, and outbound communication.
Implemented training for other phone agents focusing on communication and time management.
Developed weekly training material and coaching materials for teammates by utilizing ADDIE and Adult Learning methodology.
Demonstrated strong organizational and time management skills while managing multiple projects

Summary

Overview

Work History

Quality Assurance Specialist - Team Lead

Data Entry Representative

Payroll Specialist

Floor Supervisor – Principal Coordinator

Sales Consultant

Quality Assurance Sr. Coordinator

Credit Card Phone Representative

Education

Bachelor of Arts - English, Language, and Literature

Skills

Websites

Affiliations

Work Availability

Timeline

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