Quinta Pressley
Charlotte,NC
Summary
Energetic and optimistic customer service representative with over 20 years of professional experience assisting customers in solving complex issues. Keen to support any company in becoming a market leader through proven customer support utilizing skills such as first call resolution. Specialist in the prevention of financial losses through fraud mitigation.
Overview
25
25
years of professional experience
Work History
Senior Customer Service Specialist
Bank of America
04.2022 - 12.2024
- Delivering a positive experience based on enterprise Client Care pillars (Take Ownership, Act with Empathy, Make it Easy, Get it Right and Provide the extra patience, kindness and sensitivity needed during this difficult life event)
- Gains a full understanding of the client’s prospective and needs with inquisitive conversation while simultaneously showing empathy and building rapport and trust
- Gains a full understanding of the Bank’s options for meeting the client’s needs by researching the client’s full bank relationship and product/procedure reference material using multiple systems
- Provide a recommended course of action that is compliant with all guidelines and in the client’s best interest
- Maintains adherence to service level agreements and all laws, rules and regulations
- An ability to advocate for internal/external clients, showing genuine concern for people their needs, and their perspective by meeting and exceeding their expectations
- Ability to breakdown complex problems into sequential priorities and then select solutions to resolve the entire problem while also seeking opportunities to improve
- Ability to navigate multiple software applications to execute and initiate process while remaining current with iterative software and process updates
- Implemented process improvements that resulted in reduced average handling times without sacrificing quality of support provided.
- Collaborated with cross-functional teams to develop new strategies for enhancing the overall customer experience.
Online Banking Fraud Representative
Wells Fargo
08.2021 - 11.2021
- Provided customer support through preventing financial losses to online banking accounts through fraud mitigation processes
- Knowledge of and ability to utilize processes, tools, and techniques for detecting, addressing and preventing fraudulent situations
- Processing online wire transfers through verification procedures before transaction completion
Senior Fraud Representative
Synchrony Financial
07.2017 - 01.2020
- Provided customer support through processing applications and preventing financial losses to credit accounts through fraud mitigation processes
- Knowledge of and ability to utilize processes, tools, and techniques for detecting, addressing and preventing fraudulent situations
Customer Care Agent
Time Warner Cable/ Spectrum
01.2016 - 06.2017
- Served in customer service capacity offering product information, answering billing inquiries, offering sales promotions, conduct account research and resolve subscriber concerns
- Provided support to the sales team, ensuring all sales and service objectives were met
- Worked with new customers in the development of new accounts
- Trained new hires on procedures and served as a subject matter expert
- Developed rapport with customers for retention
Receptionist
Roush Fenway Racing
06.2015 - 11.2015
Licensed Insurance Agent
Convergys
10.2014 - 02.2015
- Calculated quotes and educated potential clients on insurance options under the Affordable Care Act.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
Fashion Consultant/Customer Care
Victoria’s Secret Direct/Limited Brands
01.2013 - 12.2014
Collector II
PNC Mortgage
01.2012 - 12.2013
- Administered collection and reconciliation of delinquent accounts
- Corresponded with debtors to negotiate and monitor payment plans
- Processed payments and reevaluated payment plans
- Analyzed account history to resolve inquiries of payments and charges
Customer Care Agent
Time Warner Cable
01.2007 - 12.2009
Fashion Consultant/Customer Care
Victoria’s Secret Direct/Limited Brands
01.2000 - 12.2004
Education
Associates Degree - General Studies
Colorado Technical University
Colorado Springs CO09.2015
Skills
- Microsoft Windows Operating Systems
- Microsoft Office Products
- FDR
- Genasys/Eport
- INNOVIS
- LexisNexis
- SAS
- Surveyor
- Marlin
- Synergy
- Interact
- Bolt
- NICE-Scheduling System
- Convergys ICOMS System
- Early Resolution System
- Call center experience
- Reporting and analysis
- Documentation review
- Complaint handling
- De-escalation techniques
- Call control
- Conflict management
Skills Systems
- Microsoft Windows Operating Systems – 98, 2000, XP Professional and Vista Basics
- Microsoft Office Products – Word, Excel, Power Point and Access
- FDR
- Genasys/Eport
- INNOVIS
- LexisNexis
- SAS
- Surveyor
- Marlin
- Synergy
- Interact
- Bolt
- NICE-Scheduling System
- Convergys ICOMS System
- Early Resolution System
Timeline
Senior Customer Service Specialist
Bank of America
04.2022 - 12.2024
Online Banking Fraud Representative
Wells Fargo
08.2021 - 11.2021
Senior Fraud Representative
Synchrony Financial
07.2017 - 01.2020
Customer Care Agent
Time Warner Cable/ Spectrum
01.2016 - 06.2017
Receptionist
Roush Fenway Racing
06.2015 - 11.2015
Licensed Insurance Agent
Convergys
10.2014 - 02.2015
Fashion Consultant/Customer Care
Victoria’s Secret Direct/Limited Brands
01.2013 - 12.2014
Collector II
PNC Mortgage
01.2012 - 12.2013
Customer Care Agent
Time Warner Cable
01.2007 - 12.2009
Fashion Consultant/Customer Care
Victoria’s Secret Direct/Limited Brands
01.2000 - 12.2004
Associates Degree - General Studies
Colorado Technical University
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