Quality Analyst with five years of management experience, and 10 years customer service experience. Proven knowledge in directing and mentoring, building an effective staff through recruiting and hiring exceptional candidates. Excellent organizational skills contributed to the ability to successfully manage multiple tasks simultaneously and complete those tasks on time, organized events to improve team

COMPANY	POSITION HELD	DATES WORKED
(Confidential)	(Confidential)	1/2006 - Present
Citimortgage	(Confidential)	9/2005 - 1/2006
Citimortgage	(Confidential)	1/2000 - 5/2005

SCHOOL	MAJOR	YEAR	DEGREE
Trainco Business School	Office Careers	1992	Trade School Degree

Highlights:

Promoted to supervisor position after one year of being in a customer service representative postion. Recommended for Quality Analyst postion after being back with the company for 6 months after a layoff.

Companies I like:

fortune 500

P&L responsibilities
Presentation
Ecommerce Strategy and digital marketing channels optimization - SEO, SEM, email, affiliates - for high-profile accounts.
Technology Solutions
Sales Support
Software Implementation
Requirements Analysis & Specification
Leadership

• Customer Service
• Monitoring Team Progress
• Training
• Relationship Management
• Award Winning Client Resolution
• Call Center Supervisor
• Supervisor
• Manager
• Creative Negotiator
• Analytical Skills

Regularly analyze, communicate and report results of call recordings of team members. Analyzing the various components of the call in order to ensure required service levels are being met by each individual. Communicating results of call analysis to both team member and Management staff. Collaborates with others to achieve common goals and breaks down silos.Supervised day-to-day activities of 45 employees by providing solutions for customer service issues. Assisted unit manager with training, salary administration, performance appraisals, corrective action, counseling and staff motivation. Initiated and developed relationships with (Solomon Smith Barney, CitiGroup Private Banking, and CitiGold to promote and understand customer and business needs. Assessed staff’s strengths and developed solutions to improve effectiveness and results. Provided challenging goals, assignments and opportunities for further development. Resolved escalated issues in a management capacity. Traveled to out of state offices to train over 140 customer service representatives and management staff which led to the operations of a new call center. Implemented new company procedures for streamlining Credit Card Process for 7 sites.