Quyanna Massie
Mesquite,TX
Summary
Dynamic professional with a proven track record at Penny Mac Mortgage, excelling in high-volume call centers and enhancing customer service through effective feedback utilization. Skilled in residential support and adept at driving service solution development, I consistently exceed performance goals by fostering positive environments and leveraging both hard and soft skills for organizational growth.
Overview
9
9
years of professional experience
Work History
Resident Assistant
Waterford
Arlington, TX
02.2025 - Current
- Provided conflict resolution and mediation between residents to maintain a positive living environment.
- Facilitated bereavement groups and provided counseling and emotional support to help residents cope with loss.
- Compiled residents' daily activities and quantities of supplies used to prepare reports
Customer Service Representative
Penny Mac Mortgage
Fort Worth, Texas
12.2015 - 06.2020
- Excelled in exceeding daily credit card application goals.
- Provided top quality control and eliminated downtime to maximize revenue.
- Gathered customer feedback through surveys and used the data to improve customer service.
Education
High School Diploma -
Wilmer Hutchins
Dallas, TX05-2015
Skills
- Residential support
- Moral conduct
- Room inspection
- Resident support
- High-volume call centers
- Inbound sales
- Payment posting
- Call handling
- Service solution development
Timeline
Resident Assistant
Waterford
02.2025 - Current
Customer Service Representative
Penny Mac Mortgage
12.2015 - 06.2020
High School Diploma -
Wilmer Hutchins