JUDITH M. McQUERNS

*** ******* *****, *****, ** *9838

Phone: 864-***-**** email: acpym9@r.postjobfree.com

AREAS OF EXPERTISE

Customer Service Professional Typing Data Entry Speed & Accuracy

Verbatim Transcriptions Services

Unique Problem-Solving Skills

Ability to Handle Difficult Customers

Interpersonal Communications Skills

Call Management Techniques

Effective Listening

Administrative Services

Diversity Consciousness

Team Effectiveness

SUMMARY OF QUALIFICATIONS

A Customer Service Professional with 16 years of experience working with a multi-billion dollar telecommunications

corporation. Provided accurate and complete verbatim transcription services for hearing, speech and visually

impaired individuals. Consistently exceeded center and national quality performance and attendance standards.

Maintained customer confidentiality and handled all responsibilities in an ethical manner in compliance with federal

and state laws, corporate policies and standard operating procedures. Outstanding appraisals demonstrated

conscientious efforts in all tasks, and the ability to work well under pressure in an ever-changing environment.

PROFESSIONAL EXPERIENCE

AT&T – April 2003 – May 2013 – Augusta, GA

Relay Associate

Provided accurate and complete verbatim transcription services for hearing, speech and visually impaired

individuals.

Prepared timely and accurate billing records according to standard operating procedures.

Assisted customers in placing person-to-person, collect, credit card calls, third party billed calls, and/or any other

type of calls offered.

Provided typing and data entry services with speed and accuracy that met or exceeded performance

standards.

Exercised independent judgment, decision-making and problem-solving techniques to service customer

needs, resolve and satisfy customer complaints.

Performed all assigned tasks to insure contractual, performance and quality standards were met or

exceeded.

Maintained customer confidentiality and handled all responsibilities in an ethical manner in compliance with

federal and state laws and corporate policies.

AT&T January 1997 – 2003 – Augusta, GA

Information Services Agent

Provided national information services to customers by accessing various databases.

Furnished telephone numbers and other miscellaneous information to callers.

Provided peer mentoring and quality control services as needed.

Received numerous awards for outstanding customer service and performance results .

EDUCATION AND TRAINING

Aiken Technical College – Aiken, SC – Health Unit Coordinating Program

Augusta State University (GRU) – Augusta, GA – Medical Coding and Billing Certification Program

Contact this candidate