TaNeshia D. Rembert
Grand Prairie,TX
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.
Overview
18
18
years of professional experience
Work History
Prepaid Card Services
Us bank
05.2023 - Current
- Lead clients and technical staff to investigate, analyze and resolve application problems
- First point of contact of user support and problem solving
- Collection and documentation of information
- Communicated with customers on phone about accounts.
- Maintained compliance with federal and state laws and company policies and procedures.
- Developed and retained customer relationships through active listening and using defined processes to address customer needs.
- Researched and resolved customer complaints and disputes related to credit card accounts.
- Assisted customers with questions and inquiries to provide information regarding credit card accounts.
- Fielded [80] incoming customer calls to deliver high-quality solutions
Sbs Rep
American Express
03.2022 - 12.2022
- Analyzed and evaluate current business process for company and identify areas of improvement
- Serviced inbound calls while engaging and consulting with small business owners and decision makers, learn about their needs and recommend American Express SBS products
- Delivered high levels of product and service knowledge to clearly communicate appropriate product features, benefit, and other elements of American Express Small Business Services
- Used Techniques like SWOT Analysis, mind mapping analysis to improve business efficiency
- Continuously improved on key selling skills, including building rapport, understanding customer needs, handling objections, and closing sales
- Provided extraordinary customer care by responding to questions concerning accounts in fast paced, structured customer care environment
- Financial Modeling skills, analytics skills, SQL
- Documented necessary account information according to established policies and procedures
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions
Sales Specialist
Lowes Home Improvment
02.2012 - 09.2022
- Engaged in safe work practices including proper operation of store equipment
- Drafted, finalized and submitted paperwork to complete sales.
- Created and implemented sales strategies to successfully meet company targets.
- Developed project plans, schedules, and budgets, and managed project scope, risks, and issues
- Monitored business and agencies to ensure efficient and effectively provide services while staying with budgetary limits
- Provided training to end users son new or updated processes as needed
- Recommended, selected, and helped locate or obtain merchandise based on customer needs and desires
- Sourced new vendors, conduct feasibility assessment on cost saving projects such as overtime reduction and suggest product rationalizations.
- Educated customers about product features and benefits to aid in selecting best options for each individuals' needs.
- Provided first-rate service to all customers and potential customers.
- Interacted with approximately 150+ customers daily to provide personalized product guidance, resolve issues and open new accounts
- Advised, sold and configured Flooring products in single and multiple transactions, averaging $150,000 in sales weekly
- Motivated and trained 65 team members to meet and exceed sales goals through positive reinforcement
- Partnered with marketing teams to provide insight about development of product pitches, boosting sales projections 85%
Customer Service Rep/ Team Leader
Lowes Home Improvment
05.2005 - 02.2012
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Provided primary customer support to internal and external customers
- Maintained financial accounts by processing customer adjustments
- Communicated with vendors regarding backorder availability, future inventory, and special orders
- Handled day-to-day customer contact via phones, faxes, and emails
- Managed project budgets, tacked project expenses, and provided regular financial reports to stakeholders
- Developed and Maintained project documentation, including project plans, project charters and project status reports
- Coordinated project activities with cross functional teams, including developers, testers, business analysts, and stakeholders
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Handled customer inquiries and suggestions courteously and professionally
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Answered constant flow of customer calls with minimal wait times
- Answered customer telephone calls promptly to avoid on-hold wait times
- Updated account information to maintain customer records
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Responded to customer requests for products, services, and company information
Education
Bachelor of Science - Information Technology
Colorado Technical University
Colorado Springs, CO12.2016
Skills
- P&L Management Strategic Planning New Product Introduction Cash Flow Analysis
- Change Management Root-Cause Analysis SOPs & GMP Operational Planning & Prioritization
- Resource Planning/Sourcing & Allocation Team Leadership & Development Feasibility Assessment Tableau Portfolio Profitability Evaluation Product Rationalizations Schedule/Budget Management Process Optimization Trend Analysis Data Management Report Preparation Workflow Management HR Support KPIs(AHT, CSATs) iOS/MacOS Project Management Technical Skills:
- Call Monitoring Feedback Analytics and Metrics Audit Processes
- QA Methodologies Mastery Project Management
- Software Development Knowledge
- Data Analysis
- Microsoft Office Suite Jira Agile Methodologies Audit Processes
- Software Development Knowledge QA Methodologies Mastery Software Quality Assurance Knowledge
- Risk Assessment Reading Comprehension
- Credit and Debt Card Processing
- Tailoring Products
- Customer Satisfaction
- Prevention Activities
Timeline
Prepaid Card Services
Us bank
05.2023 - Current
Sbs Rep
American Express
03.2022 - 12.2022
Sales Specialist
Lowes Home Improvment
02.2012 - 09.2022
Customer Service Rep/ Team Leader
Lowes Home Improvment
05.2005 - 02.2012
Bachelor of Science - Information Technology
Colorado Technical University
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