Summary
Overview
Work History
Education
Skills
Timeline
Generic
Shaneska Gittens

Shaneska Gittens

Summary

Ambitious Quality Analyst with track record of dependability and leadership. Knowledgeable in QA methodology with proven history of reducing errors to increase quality. Proficient in preparing test cases, plans and scripts. Dedicated to analyzing and resolving defects. Systematic Administrative Assistant skills with successful experience in fast-paced office settings. Hardworking team-player with expertise completing various clerical tasks and offering staff support. Responsible, punctual and productive professional when working with little to no supervision.

Overview

9
9
years of professional experience

Work History

Quality Analyst

JPMorgan Chase
01.2020 - Current
  • Developed and maintained quality assurance procedure documentation.
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
  • Monitored inbound and outbound calls made by over hundreds employees to provide constructive feedback.
  • Collected and analyzed activity data and initiated, developed and recommended improvements to systems, processes and procedures to increase productivity and reduce cost.
  • Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
  • Halted production line in case of major non-compliance of specifications, standards or quality discovered during inspection process.
  • Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
  • Completed deviation forms and recorded findings of inspection process, collaborating with quality team members and department managers to implement procedural remedies.
  • Provided analytical, planning and coordination support on projects as assigned, reviewing, interpreting, analyzing and illustrating data to stimulate and support enlightened decision making.
  • Participated in weekly meetings with management.
  • Crafted training materials and ran on-boarding sessions to train incoming team members.
  • Partnered with management to create, develop and implement quality initiatives.
  • Led numerous assignments to process improvement for business projects to help operations meet and exceed quality standards and reduce costs.

Senior Specialist

JPMorgan Chase
02.2018 - 01.2020
  • Identified areas in need of critical improvement and implemented strategies to achieve targets.
  • Supported department leadership in implementing new policies, procedures and controls.
  • Modeled effective and constructive communication behaviors between department heads, low-level staff and senior leaders to improve cross-functional collaboration.
  • Helped employees with inquiries about overcoming objectives and ways to better job ethics by coordinating resolutions to both common problems and unique challenges.
  • Led projects by coordinating schedules, organizing resources and delegating work to meet deliverable and timeline requirements.
  • Assisted with developing effective business policies and procedures to improve operations.
  • Offered coaching and resources to help program participants maintain progress and achieve goals.
  • Guided less experienced staff through processes singular point of contact for high-level needs.
  • Oversaw work of junior Specialist I's, helping to motivate strong performance and improve overall knowledge with focus on mentoring and coaching.
  • Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.
  • Followed all company policies and procedures to deliver quality work.
  • Listened and responded to customer requests and forwarded necessary information to superiors.
  • Interpreted clients' needs and introduced services to fit specific requirements.
  • Provided personalized customer service by greeting each customer, assisting with payments, suggestively offering plans and making sure all customer needs are meet.
  • Evaluated diverse organizational systems to identify workflow, communication and resource utilization issues.
  • Kept detailed records of project progress, discrepancies and other funding issues.
  • Maintained knowledge of current business goals , while executing quality compliance and customer experiences.

Collections Specialist I

JPMorgan Chase
06.2017 - 02.2018
  • Negotiated to collect balance in full.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Processed payments and applied to customer balances.
  • Counseled debtors on payment options and arranged installment agreements.
  • Achieved performance goals on consistent basis.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Monitored accounts for compliance with established payment plans and flagged non-compliances.
  • Used probing techniques to determine debtors' reasons for delinquency.
  • Researched accounts and completed due diligence to resolve collection problems.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Handled over 200 outbound and inbound calls daily with goal of collecting owed debt.
  • Used skip tracing and other techniques to locate debtors.
  • Trained new team members on scripts, company services and collection strategies.
  • Recorded all information regarding financial status of customers.
  • Discussed options with delinquent clients in terms of proposed solutions or foreclosure.
  • Processed payments and contracts on accounts.
  • Used scripted conversation prompts to convey current account information and obtain payments.
  • Set up drafts and processed immediate payments after conducting thorough research and analysis of account.
  • Achieved monthly goals through effective use customer service and collection skills.
  • Managed post-petition payments for bankruptcy cases and worked with legal departments to determine appropriate proceedings.
  • Researched, analyzed and settled disputes daily.

Technical Support Representative

Convergys
11.2013 - 06.2017
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Translated complex technical issues into digestible language for non-technical users.
  • Assisted customers with product selection based on stated needs, proposed use and budget.
  • Used ticketing systems to manage and process support actions and requests.
  • Documented transactions and support interactions in system for future reference and addition to knowledge base.
  • Submitted service tickets for equipment maintenance requests.
  • Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and cable.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Conducted in-depth product and issue resolution research to address customer concerns.
  • Managed high levels of call flow and responded to Various technical support needs.
  • Activated accounts for clients interested in new services.
  • Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.
  • Identified potential sales and cross-selling opportunities in course of delivery of support services.
  • Wrote and reviewed tickets to request maintenance to various types of equipment.
  • Built and maintained internal knowledge bases for support products to expand available feedback and performance data.
  • Evaluated and responded to incoming sales leads and requests for technical support assistance.
  • Monitored systems in operation and input commands to troubleshoot areas.
  • Collaborated with colleagues in both domestic and international support facilities.
  • Provided support for networking protocols and characteristics.
  • Resolved system, hardware and telephone issues , improving efficiency among departments.
  • Fielded average of 100 to 200 inbound phone calls to deliver support and remotely resolve service issues.
  • Defined and documented technical support best practices for At&t technologies.

Education

High School Diploma -

Valencia College
Orlando, FL
05.2008

Skills

  • Data Analysis
  • Cost-Reduction Methods
  • QA Methodologies Mastery
  • Project Management
  • New Project Development
  • Software Quality Assurance Knowledge
  • Audit Processes
  • Training Material Development
  • Software Development Knowledge
  • Report Creation
  • Training Implementation
  • Support Case Resolution
  • Cause and Effect Analysis
  • Monitoring Data Quality
  • Call Monitoring Feedback
  • Constructive Feedback
  • Best Practices and Tools
  • Special Assignments
  • Regulatory Requirements
  • Support Audits
  • Assignment Delegation
  • Word Processing
  • Production Process Advising
  • Daily Logs
  • Remote Video Conferencing
  • Customer Care
  • Daily Status Reports
  • Quality Improvement
  • Quality Deliverables
  • Continuous Improvements
  • Document Quality
  • Corporate Compliance
  • Scheduling Meetings
  • Administrative work ethics
  • Assisting management
  • Team building
  • Telephone Skills
  • Microsoft
  • Excel

Timeline

Quality Analyst

JPMorgan Chase
01.2020 - Current

Senior Specialist

JPMorgan Chase
02.2018 - 01.2020

Collections Specialist I

JPMorgan Chase
06.2017 - 02.2018

Technical Support Representative

Convergys
11.2013 - 06.2017

High School Diploma -

Valencia College

Similar Profiles

CREATE PROFILE
Shaneska Gittens