Quinta Pressley
Charlotte,NC
Summary
Experienced and results-driven customer service professional with 20+ years of expertise resolving complex issues and enhancing customer satisfaction. Known for first-call resolution, strong communication, and conflict management skills. A reliable team player focused on continuous improvement, adapting to change, and delivering high-quality service that supports both client loyalty and team success.
Overview
23
23
years of professional experience
Work History
Senior Customer Service Specialist
Bank of America
04.2022 - 11.2024
- Delivered 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)
- Delivered empathetic, personalized service aligned with Client Care principles, fostering trust and enhancing client loyalty during sensitive situations.
- Researched client profiles and leveraged multiple systems to provide compliant, tailored solutions based on a full understanding of client needs.
- Resolved complex issues by prioritizing effectively, identifying improvements, and implementing efficient, client-focused actions.
- Maintained adherence to service level agreements, regulatory requirements, and internal procedures while consistently exceeding performance targets.
- Advocated for clients by proactively addressing concerns, streamlining communication between internal teams, and improving resolution outcomes.
- Implemented process improvements that reduced handling times and enhanced service quality without compromising accuracy.
- Navigated evolving software platforms and maintained strong product knowledge to deliver timely, accurate, and effective support.
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
01.2017 - 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 - 01.2017
- 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
01.2014 - 01.2015
Collector II
PNC Mortgage
01.2012 - 01.2013
- 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.
Education
Associates Degree - General Studies
Colorado Technical University
09.2015
Bachelors - Business Administration
South University
05-2027
Skills
- Microsoft Windows Operating Systems – 98, 2000, XP Professional and Vista Basics
- Microsoft Office Products – Word, Excel, Power Point and Access
- FDR
- INNOVIS
- LexisNexis
- Reporting and analysis
- SAS
- Call center experience
- Marlin
- Synergy
- Interact
- Bolt
- NICE-Scheduling System
- Convergys ICOMS System
- Early Resolution System
- Documentation review
Timeline
Senior Customer Service Specialist
Bank of America
04.2022 - 11.2024
Online Banking Fraud Representative
Wells Fargo
08.2021 - 11.2021
Senior Fraud Representative
Synchrony Financial
01.2017 - 01.2020
Customer Care Agent
Time Warner Cable/ Spectrum
01.2016 - 01.2017
Receptionist
Roush Fenway Racing
06.2015 - 11.2015
Licensed Insurance Agent
Convergys
01.2014 - 01.2015
Collector II
PNC Mortgage
01.2012 - 01.2013
Associates Degree - General Studies
Colorado Technical University
Bachelors - Business Administration
South University
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