Call Volume Analyst Resumes in US-Virginia-Norfolk/Hampton Roads: Angela

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Contact Candidate

Name:

Angela

Location:

US-Virginia-Norfolk/Hampton Roads

Experience:

Willing to Relocate:

Willing to Travel:

Most Recent Job Title:

Call Volume Analyst

Personal Website:

Objective:

To obtain a challenging position within a dynamic organization using my skills, experience and qualifications

Resume Text:

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omer Support Technician
 Listens and resolve customers concerns promptly and document and quality issues regarding billing inquires for Verizon products
 Responsible for handling customer concerns correctly at the first point of contact
 Research and resolve complex customer issues and directs account inquiries to the appropriate department for immediate resolution
 Ensures customer satisfaction and retention while effectively documenting all contacts and issues with customers.

Bank of America- August 1998 to August 2004
Lead Operations Representative (02/04-08-04)
US Airways Liaison and Research Analyst (09/03-02/04)
 Investigated and resolved rejected deposits for financial consistencies
 Coached, developed and trained fellow associates for various banking and monetary transactions plus facilitated monthly financial meetings.
 Assisted in developing procedures and guidelines for balance transfer and electronic convenience checking processes.
 Conducted New Hire Training classes on the Co-Brand Airline products
 Designated as Subject Matter Expert for the Call Centers.
 Answered, researched and resolved complex customer issues and/or inquires regarding Visa and MasterCard accounts

Team Manager (1999-2002)
 Monitored and supervised associates performance and provided immediate feedback and career path development and/or opportunities.
 Expediently resolved complex customer inquires and escalated customer complaints.
 Supported the development and implementation of new products lines and identified performance improvement opportunities.
 Observed and adjusted team member’s schedules and/or work assignments to ensure proper coverage on a consistent basis.
 Provided input on team member performance along with written documentation as needed and carried-out disciplinary actions when necessary.

Amerigroup Corporation- May 2002-May2003
Non-Clinical Call Coach
 Evaluated the quality of calls during silent observations and side by side sessions for 250 associates
 Conducted daily and monthly feedback
 Attended team meetings to address development opportunities and process improvements
 Reinforced HMO and MCO guidelines
 Answered inquiries from members and providers along with reprocessing claims
 Conducted On-The-Job training for newly hires associates
Training
Supervision and Coaching
Leadership Facilitator
Managing Conflict Resolution
Managing from the Heart
Relationship Management
Professional Activities
Bank of America Women’s Network- 2001& 2002
Bank of America Team Spirit Committee- 2003
Education
ECPI College Virginia Beach, VA Currently Enrolled---AA in Business Administration
Long and Foster Real Estate Training Center-Principles of Real Estate- Certificate & Licensed
Tidewater Community College Virginia Beach, VA 1994 & 2002
Norfolk Skills Center Norfolk, VA 1996-Certificate