Tammy Asare
Dallas,TX
Summary
Results-oriented Customer Experience Professional with over 26 years of expertise in the financial services sector, specializing in quality assurance, performance optimization, and data analysis. Demonstrates exemplary leadership in coaching, call monitoring, and relationship management, significantly enhancing team productivity and customer satisfaction. Proficient in Microsoft Office and experienced in reporting and data analysis.
Overview
26
26
years of professional experience
Work History
Administrative Assistant
Making Your Payroll Count LLC
01.2022 - Current
- Organized executive schedules, boosting team productivity and meeting deadlines, improving efficiency.
- Prepared and delivered accurate reports and presentations to stakeholders promptly, increase in stakeholder satisfaction.
- Managed travel and conference logistics, ensuring seamless event execution, contributing to improvement in event coordination.
Quality Specialist II
JPMorgan Chase & Co.
12.1999 - 11.2016
- Provided insightful feedback and coaching to business partners and agents, enhancing service quality and team productivity.
- Assessed and improved call performance by adhering to company guidelines and providing targeted feedback, increasing the service quality.
- Investigated customer complaints, identifying broader issues and implementing solutions, increasing customer satisfaction.
- Facilitated call quality calibration sessions, identifying and resolving scoring discrepancies, improving accuracy.
- Demonstrate good judgment in providing managers with consistent scoring evaluations and sound decision in reasoning for quality results.
- Provide feedback, reminders, recommendations and necessary coaching to business partners and agents by creating high quality documents, creating knowledge checks and delivering face to face presentations.
- Establish rapport and maintain productive relationships with others.
- Supports guideline communications including preparing/updating material, supporting presentations, and facilitating classes as needed.
Education
High School Diploma -
South Oak Cliff High School
05.1984
Skills
- Customer Service
- Customer Experience
- Complaint Investigations
- PeopleSoft
- Microsoft Office
- NICE Call Recording
- Merchant Services
- Coaching
- Customer Relationship Management (CRM)
- Salesforcecom
- Customer and client relations
- Team Training
- Call center experience
Timeline
Administrative Assistant
Making Your Payroll Count LLC
01.2022 - Current
Quality Specialist II
JPMorgan Chase & Co.
12.1999 - 11.2016
High School Diploma -
South Oak Cliff High School