Christina Fuller

Experience

• 

  Advanta Bank Corp.

  Jun 2002 - Aug 2010

  Executive Response Specialist to the Office of the Chair and President

  Drafted and filed responses to Executive, Federal Deposit Insurance Corporation (FDIC), Better Business Bureau and Attorney General Complaints.Handled calls directed to the FDIC and the former executive office, including routing the calls to the appropriate department, tracking, and resolving customer concerns.Assisted with legal proceedings involving internal and external legal counsel, including compiling data for subpoenas and completing and signing affidavits to certify documents for court proceedings.Liaison between domestic and international vendors to ensure an accurate execution of company policies.Responded to consumer and commercial credit bureau disputes based on a customer initiated disputes or bank errors.Processed high level account updates, including manual adjustments to a customer's Annual Percentage Rate (APR) in accordance with Advanta Bank Corp.'s Credit Policies and Procedures.Assisted associates from various departments and customers with escalated issues, including second level escalated calls from Supervisors. Show less

• 

  C3/CustomerContactChannels

  Sept 2010 - now

  Quality Assurance

  Assess agents understanding and knowledge base for several different projects by performing remote and side-by-side evaluations.Liaison between clients and internal departments to resolve issues including assisting with the completion of attestation forms and supplying call recording requests.Troubleshoot recording issues and develop innovative measures to comply with client compliance requests in accordance with the statement of work.Develop and implement scorecards strategically designed around the scope of each individual project, including creating specific components and definitions.Conduct training sessions with new and existing staff to review all applicable scorecards and definitions.Assist the training department with the introduction of company policies through facilitating new hire orientation sessions. Show less

• 

  C3/CustomerContactChannels, Inc.

  Aug 2015 - now

  Senior Quality Assurance Manager