Jacob Kissam🟡

General Dynamics Information Technology

Quality Assurance Analyst

Xplorie

• Monitored and evaluated agents' calls in the call center to ensure complete accuracy, adherence to
scorecards also managed a group of 11 agents to provide coaching, feedback regarding the evaluations.
• Broke down calls into 5,10,15 per month depending on the tier of the agent and assigned to members
of Quality.
• Created Power Points to present to agents during huddle times on trending topics within the call center.
• Provided strategic coaching's end of moth via video call and email.
• Helped out with auditing every call per each activity provider to ensure accuracy on every call coming
into the call center.
• Handled escalated guest cases which would include reviewing the call and where the error was, also
reaching out to the guest to capture dissatisfaction and coming to a resolution.

Accomplishments:
• Created Scorecards, help develop KPI's, and scoring metrics.
• Implemented the Escalation SOP process.
• Trained New Hires in the Nesting Period to maintain a positive score 85%
• Worked seamlessly with Team lead to coach and develop my team to meet 95-100% Quality Scores
on a consistent basis.
• Resolved multiple dissatisfied customer cases to help save the company money on losses.

Quality Assurance & Audit Specialist

JPMorgan Chase & Co.

•  Negotiated payments, arrangements, settlements, balance liquidation plans.
• Produced high numbers of balance collected and arrangement %.
• Handled early & late stage portfolios
• Consistently hit the Scorecards monthly goals and quota monthly.

Accomplishments:
• Recognized as a top collector in the whole site

Collections Specialist

W.S. Badcock Corporation

• Handled delinquent accounts via the corporate office dealt with early, late, pre charge off portfolios.
• Negotiated payments, arrangements, re-ages, settlements, hardship plans.
• Trained new hires on collection strategies.
• Helped reduce charge off percentage by 80%. To ensure accounts didn’t charge of to a Third party.

Accomplishments:
• Recognized as collecting 970K in 12 months.
• Recognized as a top collector.

Eagle Pharmacy, LLC

•  Monitored and evaluated agents' calls in the call center to ensure complete accuracy, adherence to
scorecards also managed a group of 11 agents to provide coaching, feedback regarding the evaluations.
• Designed multiple SOPs and KPIs to increase Customer satisfaction.
• Tasked with reviewing escalated or investigation calls to find areas of opportunity.
• Presented power points to the whole call center regarding trends and areas of improvement and goals
going forward once a month.
• Provided floor support and training to new hires (Answering Questions, Taking Escalated calls,
Monitoring calls.)
• Helped on the pharmacy side with moving Prescriptions to appropriate ques to get filled. Reaching out
to MDOs to obtain correct info if Prescription is given incorrectly.

Accomplishments:
• Coached and developed the call center agents to maintain passing quality scores of 85% to 100%. 
• Designed scorecards, coaching templates, KPI's, Auto-fails.
• Designed escalation templates used for monitoring escalated calls.

Quality Assurance Specialist & Floor Lead 

GC Services Limited Partnership

• Developed training material to help with collection strategies in a classroom environment.
• Coached and trained new hires during OJT. Providing feedback regarding areas of opportunity in
collection process.
• Ensured all KPIs and metrics were being hit before transition to production.
• I trained new hires coming to OJT on the floor. This would consist of answering question
• Took over escalated calls to help ensure customer satisfaction.
• Monitored SLAs to ensure OJT agents were hitting proper metrics on pass with production.

Accomplishments:
• Helped develop classroom & OJT material during the training period.
• Ensured 90% of OJT classes graduated to production.

Collections Supervisor & Trainer 

I am a father of 3 and a husband. My family is my world.

I am a experienced and reliable quality assurance professional with over 13 years of experience working in call center environments. 6 years in Quality Assurance, 7 years in collections.  I ensure the highest quality outcomes possible. Adept in providing suggestions and solutions to improve and enhance productivity and quality. Committed to excellent communication and a superior level of teamwork. Bringing forth a seasoned history of helping companies to achieve success and improve efficiency across the board.

Thanks for stopping by, I hope you have a blessed day 

Jacob Kissam 
jacobkissam@gmail.com

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