Wendy Harrington
Sierra Vista,AZ
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
20
20
years of professional experience
Work History
Jenius Bank Customer Service
Sutherland Global
2025.02 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Educated clients on banking products to enhance their financial literacy and service utilization.
- Resolved customer inquiries regarding account balances, transactions, and banking services.
- Handled complex customer complaints by implementing effective problem-solving techniques.
- Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
Customer Service Representative
FIS Tokenization
2021.09 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Quality Analyst
Us Bank Reliacard
2021.02 - 2021.09
- Created and optimized automated testing tools for repetitive tasks.
- Wrote and updated manual test cases for team use, maintaining optimal organization for maximum productivity.
- Identified quality trends to investigate system flaws, process inefficiencies and training needs.
- Participated in calibration sessions with stakeholders to promote consistent alignment on policies and processes.
- Recommended improvements to systems and procedures for increased productivity.
Quality Assurance Analyst
Dick's Sporting Goods, Inc
2020.08 - 2021.01
- Provided thorough documentation on all quality control activities and results.
- Ensured compliance with company standards, regulations and procedures related to quality control.
- Evaluated performance metrics from existing processes to recommend improvements in product quality.
- Monitored production processes for accuracy and conformance to established standards.
- Assisted in the development of Quality Assurance procedures and protocols.
- Documented nonconformities found during inspections and reported them appropriately.
Tier 2 Mentor
Teleperformance
2017.09 - 2020.08
- Dick’s Sporting Goods
- Tier 1 Receiving inbound calls from customers wanting to place orders.
- Accepting payments from customer to process orders.
- Tier 2 Receiving inbounds calls from Tier 1 agents needing assistance with placing an order
- Deescalating customer that are upset for something is not correct with their orders.
- Assisting Supervisors in answering questions from Tier 1 agents that are not sure how to process a request from a customer.
- Emailing and talking with customers and vendors to complete orders
Allstate roadside Assistance representative
Teleperformance
2015.04 - 2017.09
- Allstate Roadside Assistance Representative, Teleperformance
- Receiving inbound calls for customers needing roadside assistance
- Making outbound calls to be able to secure a towing company.
- Learning to navigate around a mapping system to be able to locate the customer’s location.
Alert Line Supervisor
Agero
2006.09 - 2015.04
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
- Remained up-to-date on the latest technologies and solutions applicable to company products.
- Effectively managed a high-volume of inbound and outbound customer calls.
- Addressed and resolved customer product complaints empathetically and professionally.
- Defused volatile customer situations calmly and courteously.
- Accurately documented, researched and resolved customer service issues.
Night Auditor
Holiday Inn Express
2006.02 - 2006.09
- Greeted and welcomed all hotel guests with a smile.
- Reviewed account information and charges with guests during check-out.
- Verified that personal and payment information on guest accounts was accurate and complete.
Assistant Store Manager
Payless Shoes
2006.01 - 2006.09
- Counted cash drawers and made bank deposits.
- Assigned employees to specific duties to best meet the needs of the store.
- Examined merchandise to verify that it was correctly priced and displayed.
- Trained and developed new associates on POS system and key sales tactics.
- Stocked and replenished merchandise according to store merchandising layouts.
- Cleaned and organized the store, including the checkout desk and displays.
Education
Some College (No Degree) -
Cochise College
Sierra Vista, AZSkills
Exceptional communication skills
Quick learner
Personable
Customer-oriented
Multi-Task Management
Quality Assurance Controls
Active listener
Fluent in Spanish
Inbound and Outbound Calling
Volunteer Experience
- Girl Scout Troop Leader
- PTO Board Member at HME
Affiliations
- Boy Scout Asst Scout Master
- Cub Scout Den Leader
- Order of the arrow
Education and Training
other
Timeline
Jenius Bank Customer Service
Sutherland Global
2025.02 - Current
Customer Service Representative
FIS Tokenization
2021.09 - Current
Quality Analyst
Us Bank Reliacard
2021.02 - 2021.09
Quality Assurance Analyst
Dick's Sporting Goods, Inc
2020.08 - 2021.01
Tier 2 Mentor
Teleperformance
2017.09 - 2020.08
Allstate roadside Assistance representative
Teleperformance
2015.04 - 2017.09
Alert Line Supervisor
Agero
2006.09 - 2015.04
Night Auditor
Holiday Inn Express
2006.02 - 2006.09
Assistant Store Manager
Payless Shoes
2006.01 - 2006.09
Some College (No Degree) -
Cochise College