Lateefah Shamsid-Deen

Willingness to learn and teach

Quality Assurance Analyst at FEMA/Teletech (2017-09 – Present)

Quality Assurance Analyst

• Facilitated onboarding for 2780 agents, imparted specified call and product knowledge requirements.
• Established SharePoint site generating reports for internal and external FEMA executives.
• Delivered operational call-center 5 weeks ahead of schedule, complete with other Quality Assurance Analysts representatives providing 4-6 evaluations per day.
• Thorough understanding of client (FEMA) specific call and product knowledge requirements.
• Meet weekly and monthly call evaluation metrics.
• Participate in both internal site and client calibrations sessions, prepare and complete reports in order to meet contractual requirements. Support a culture of coaching to meet or exceed a quality customer experience satisfactions scores.

Visual Security Officer at Macy's (2017-05 – Present)

• Point out potential shoplifters to the asset protection officers.

Customer Service Representative at NTTA (2016-08 – 2017-09)

• Sets up new accounts, taking and providing information, making account changes, and processing requests by answering the phones and/or working on the front counter.
• Provides general clerical support by assisting patrons or customers; providing general or specific information; processing requests for services, research information, compiling information, maintaining general office records, and assisting with other services.
• Processes correspondence by receiving and responding to emails, faxes, and other requests for information.
• Processes payments by verifying information for accuracy, reviewing images, processing payments for overnight payments, and researches and resolves credit card disputes.
• Ability to cope with job related stress including but not limited to deadlines, customer, supervisory and staff interactions, multi-tasking and high work volumes is required.

Shipping and Receiving Clerk at Belk Department Store Dallas (2014 – 2017-09)

Responsible for ensure an efficient flow of the truck unload process. This includes setting up receiving equipment (conveyor) and materials (pallets, shrink wrapping), unloading received merchandise, and preparing and distributing merchandise from receiving to the appropriate store department. Also responsible for providing excellent customer service by assisting customers in locating, selection, demonstrating, and loading of merchandise in a friendly and professional manner.

Customer Service Representative/Collections at Etan Industries- Credit Protection Association (2011 – 2016-05)

Customer Service Representative/Collections, received inbound calls and complete outbound calls from customer with past due billing from major cable companies and some electric/power companies. Receive Promise to pay billings and set up arrangements for equipment and or payments. Maintain compliance with policies, procedures and regulations with the aide of training new hires and assisting Team Leads and Supervisors with Training.

Workforce Traffic Analyst at United Health Group- Aegis Communications (2008 – 2011)

Access computer to monitor agent schedule adherence using real-time adherence software and verbally communicate by calling out non-adherent events to Operations over the walkie-talkie. Coordinate with Workforce Management and other Traffic Associates on the same campaign to ensure continuity of coverage and distribution with up to the minute statistical data regarding day to day operations. Work closing with the local Operations to assist in enforcing schedule adherence and call time threshold guidelines for the campaign.

Inform

Operational of decisions regarding overtime, EWOP and off phone activates with up to the minute daily statistics.

Work Force Traffic Analyst/Lead Customer Service Associate at Precision Response Corp (2007 – 2008)

Responsibilities included handling escalated calls from Customer Care Agents through the use of problem solving skills to determine the best possible solution to fit each customer's specific needs or concerns using ACCLAM systems. Resolved, completed troubleshooting, and assisted customers with inquires related to electronic debit card purchases, balances, activation and other special requests comments or concerns.

Customer Service Associate at Stream International (2005 – 2007)

Sirius Satellite Radio Customer - Received inbound calls related to technical issues, order status and product activation. Process payments, and provide detailed explanation of company policies and procedures related to satellite radio, and various products.

Diploma in Business and Office Management – Columbus Technical Institute (1999 – 2000)

Diploma in Business – Gulfport Job Corps Center (1992 – 1994)