Norris Gibson
Summary
To learn more about Quality Assurance (QA) and Quality Testing, seeking a position with growth opportunities. SKILL SET: MS Suite, 40 wpm, Degree in Customer Service and Business, Degree in QA Testing
Overview
20
20
years of professional experience
1
1
Certification
Work History
Relationship Banker
Bank of America
07.2022 - Current
- Provides exceptional service to clients and non clients of Bank of America
- Assists clients with daily transactions to give convenience and support to clients
- Educates clients on all features and benefits of account and perks of account to strengthen the relationship between them and Bank of America
- Cultivates strong customer relationships by providing tailored advice and services.
- Resolves customer complaints and disputes to maintain satisfaction and loyalty.
- Verifies customer identity and reviewed documentation for accuracy.
Commerce Field Representative
US Census Bureau
12.2020 - Current
- Contacts respondents based on current survey to have them complete it
- Works diligently in field with team and alone to collect data for HUD and The white House
- Reports daily all information in order to ensure government assistance and programs have data for funding
- Completed paperwork in full, on time and with high accuracy.
- Conducted due diligence of research of marketplace to determine target audience, in-service training needs and overall product value and benefits.
Labs Quality Tester
Target
03.2021 - 11.2022
- Experienced in assisting test planning by creating supporting deliverables such as Test Plans, Test Cases, Test Scripts, Traceability Matrices and Test Impact Analysis documents
- Extensive knowledge of various phases of Software Development Life Cycle (SDLC)
- Ability to design and develop test cases using industry best practices
- Very quick learner with great sense of duty, responsibility, punctuality, and teamwork
- Proven ability to work independently in a high-pressure, fast-paced, flexible environment
- Strong analytical and problem solving skills, effective time management skills and ability to meet deadlines
Training Manager
Summit Retail Solution Inc
07.2018 - 04.2022
- Delivered Extraordinary customer service to all members
- Promoted products for various retailers in order to grow business
- Trained new and existing reps on compliance, policies, products and sales techniques for company
- Met sales quota in order to retain commission bonuses and revenue for company
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Conducted orientation sessions and organized on-the-job training for new hires.
- Monitored and evaluated training performance to determine quality and cohesiveness.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
Cyber Analyst and Customer Service Rep Lead
FrontPoint Security Solutions LLC
06.2016 - 11.2017
- Inbound rep for all customers after initial sale
- Troubleshot all inquiries related to defective equipment and use of systems
- Account management related to billing, product and maintenance of systems
- Long and Foster Rental Beast/Lead generator for sales and rental properties
- Built positive rapport and relationships for high levels of customer satisfaction.
- Led customer service projects to address and achieve key business objectives.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
Lead Generator, Real Estate
Long And Foster With Rental Beast
01.2016 - 06.2016
- Contacted prospective clients to obtain business for lessor and leasing agent
- Was a liaison between lessor and leasing agent for rental property
- Had to meet quota of 16 leads per day
- Scheduled sales appointments to discuss products and services and to close qualified leads.
- Reached out to prospective customers using effective social media, research skills and networking events.
- Developed and maintained lasting customer relationships through quick turnaround and strong communication skills.
- Documented customer interactions and transactions, maintaining accurate records of all dealings.
Sales Team Lead
Comcast
02.2008 - 02.2009
- Sold and upsold Comcast products and services
- Assisted customers with equipment repair and maintenance via phone or dispatched technician
- Account management and data entry for all accounts
- Trained team of 5 on selling and customer relations for company
- Supported sales account managers by providing accurate and detailed reports.
- Identified and acted on growth opportunities and development options for business.
- Expanded sales revenues by identifying opportunities and executing customized marketing plans.
Customer Service Representative
Friends and Company Staffing
03.2007 - 02.2008
- Office managerial duties and administrative assistance
- Assisted customers with registration for supply chain and logistics conferences
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Answered constant flow of customer calls with minimal wait times.
Customer Service Technician
Verizon Wireless
04.2006 - 12.2006
- Assisted customers with product knowledge and repair
- Sold and upsold Verizon products and services
- Repaired damaged handsets or replaced them
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Exhibited high energy and professionalism when dealing with clients and staff.
Customer Service Representative
American Red Cross
08.2005 - 01.2006
- Assisted hurricane Katrina, Rita, and Wilma victims with monetary support, temporary housing, food and clothing assistance
- Provided a voice of comfort and support while assisting with evacuation and relocation of victims
- Trained new reps on the procedures and guidelines of the call center
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Provided primary customer support to internal and external customers.
- Responded proactively and positively to rapid change.
Lead Verizon Representative
Protocall Communications
02.2004 - 09.2004
- Sold and upsold Verizon products and services
- Business to business sales and procedures
- Trained new reps on the guidelines and sales techniques of the company
- Helped customers complete purchases, locate items, and join reward programs.
- Utilized upselling techniques to promote additional products and increase sales.
- Trained and supervised new employees to use selling strategies and apply best practices.
Education
Crossland High School
Temple Hill, MDPsychology
University of MD College Park
College Park, MDDC Customer Service and Business -
Career Technical Institute
Learnix Center
Washington, DCSkills
- Employee Motivation
- Account Closing
- Security Understanding
- Recordkeeping Requirements
Accomplishments
- Supervised team of 8 staff members.
-
Certification
- Osha 30
- CPR
- Notary
Timeline
Relationship Banker
Bank of America
07.2022 - Current
Labs Quality Tester
Target
03.2021 - 11.2022
Commerce Field Representative
US Census Bureau
12.2020 - Current
Training Manager
Summit Retail Solution Inc
07.2018 - 04.2022
Cyber Analyst and Customer Service Rep Lead
FrontPoint Security Solutions LLC
06.2016 - 11.2017
Lead Generator, Real Estate
Long And Foster With Rental Beast
01.2016 - 06.2016
Sales Team Lead
Comcast
02.2008 - 02.2009
Customer Service Representative
Friends and Company Staffing
03.2007 - 02.2008
Customer Service Technician
Verizon Wireless
04.2006 - 12.2006
Customer Service Representative
American Red Cross
08.2005 - 01.2006
Lead Verizon Representative
Protocall Communications
02.2004 - 09.2004
Crossland High School
Psychology
University of MD College Park
DC Customer Service and Business -
Career Technical Institute
Learnix Center
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