Tarika Graves
Greenville,SC
Summary
Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.
Overview
9
9
years of professional experience
Work History
CEC Specialist
First Citizens Bank
01.2019 - 08.2024
- Developed strong client relationships through consistent communication and attentive service.
- Partnered with managers to resolve issues and provides status updates on implementations
- Built and managed relationships with key clients and partners to drive growth..
- Collaborated and consulted with peers, colleagues, and managers to resolve issues and achieve goals
- Provided support and scoring guidance with the quality assurance team by answering questions on regulations or compliance, procedures, policies and First Call Resolution
- Helped train and assist new hires and answered inbound calls from now hires and tentured agents.
Quality Assurance Analyst
Teleperformance USA
03.2016 - 12.2018
- Provided support and scoring guidance for the quality assurance team by answering questions on regulations or compliance, procedures, policies and First Call Resolution
- Reviewed policies to ensure company standards are met, exceptions are notated, and issues are escalated as necessary
- Interacted with staff and business partners to promote teamwork and departmental effectiveness
- Fixed identified issues to improve workflows.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Promoted a culture of continuous improvement within the organization by leading training sessions on various aspects of quality control methodologies.
- Reviewed and scored work
Production Associate
Amazon
03.2015 - 01.2016
- Supported current production needs by moving items between equipment, conveyors, and staging areas.
- Used equipment properly to avoid workplace hazards or injuries.
- Assisted in the development of new products by collaborating closely with design engineers, offering insights from a production perspective.
- Participated in training sessions to enhance skills and knowledge.
Education
High School Diploma -
Columbia High School
Columbia, SC05.2013
Skills
- Customer Relations
- Strong analytical ability
- Strong time management skills and ability to meet deadlines
- Strong analytical skills with high attention to detail
- Strong organizational, multi-tasking, and prioritizing skills
- Quality assurance testing experience
- Advanced Microsoft Office (Word, Excel, Outlook and PowerPoint) skills
- Customer due diligence processes
- Outstanding problem solving and decision making skills
- Fast paced environment - Attention to detail – written documentation
- Excellent communication skills
- Proven leadership ability
Timeline
CEC Specialist
First Citizens Bank
01.2019 - 08.2024
Quality Assurance Analyst
Teleperformance USA
03.2016 - 12.2018
Production Associate
Amazon
03.2015 - 01.2016
High School Diploma -
Columbia High School
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