Tamika Blount

To obtain a full time position at your company that will allow me to grow professionally and utilize my education and my previous work experience.

Customer Service Representative (Executive Office), Prevention Contact Center at Wells Fargo Bank (2011-11 – Present)

• Working with customer accounts to resolve customer inquiries
• Entering information into the computer system
• Documenting corrective measures
• Resolving routine to moderately complex and difficult customer problems and inquiries (fraud related)
• Assisting with escalated calls
• Assisting in the training class

Quality Monitor 1 (Customer Contact Monitoring Team) at Wells Fargo Bank (2011-11 – 2026-03)

Responsible for call monitoring and claims auditing of call center analysts focusing on Customer Experience/Quality Service with goal of creating Customer Loyalty and minimizing risk for all BU's supported. Primary responsibilities include performing quality/performance, compliance and control monitoring reviews based on the procedures, compliance and internal control requirements in support of the Wells Fargo Complaint Management Policy within ROFPS.

• Random Capture of calls via NICE Monitoring Application
• Selecting, Researching, Reviewing, Scoring calls/claims focusing on Quality, Customer Experience, Risk reduction and/or Compliance as required by internal/government guidelines
• Notification of coaching requirements on below 92% scores and ensuring coaching is completed timely, escalation of key maintenance errors identified during scoring process and ensuring resolution of same
• Reviewing programs, processes, documentation, to ensure compliance with internal company requirements and/or government regulations
• Reviewing systems to ensure company standards are met, ensuring exceptions are notated and issues escalated as necessary
• Summarize monthly key findings/trends identifying risks and recommending standards to improve performance ratings of call center analysts
• Facilitates training of newly trained call center agents

Customer Service Representative 3 at Wachovia Bank (2005-03 – 2010-11)

• Assisting customers in understanding their banking products
• Resolving banking issues in a timely manner
• Answering phones as well as typing information into a database
• Resolving escalated issues, filling in for supervisors if needed
• Assisting with QA monitors

– Huffman High School (1994 – 1997)

– University of Alabama at Birmingham (1998 – 1999)

– Virginia College (2009 – 2010)