TERRIANNA P. NEWTON

• Perform audits on team’s asset transfers to ensure they’re done accurately.
• Utilized established methods for data processing and analysis for consistency and accuracy.
• Monitored data entry processes and worked to improve efficiency and performance.
• Sorted and processed incoming reports before putting data into processing software.
• Compiled information and input into alesforce database.

• Quality assurance by pulling and scoring calls based on the company’s standards and policies
• Increased efficiency and performance by monitoring team member productivity and providing feedback.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Navigated multiple computer systems and applications to find information.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Implemented and developed customer service training processes.

Assisted customers in identifying issues and explained solutions to restore service and functionality.

• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Documented support interactions for future reference.
• Used ticketing systems to manage and process support actions and requests.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.

• Worked closely with new hires, answering questions and addressing various concerns during onboarding process.
• Trained new hires in technology required to access company systems and complete job tasks.
• Pre-screened resumes prior to sending to corporate hiring managers for consideration.
• Created smooth onboarding processes to help new hires adjust to company policies, procedures and processes.
• Led professional and thorough orientation sessions, introducing new hires to key company information.
• Maintained regular schedule of onboarding classes, one-on-one meetings, and transitional hand-offs to supervisors.