Customer Service Quality Assurance

Shandi Back

**** **** ** ***, ****, Ohio ***** Ph: 234-***-**** Email: ad5sh7@r.postjobfree.com

Skills and competence: Worked in Windows environment, math skills, cash handling, scheduling, customer service, telephone experience, sales skills, math competency, organization, manager experience, quality and assurance checking, Linux experience, cold calls experience, work in fast paced environment, quick learning, adept at Excel.

EXPERIENCE HISTORY

Venture Data-supervisor, Kent, OH, June 2023-April 2024

monitored interviewers for quality assurance and coached them when necessary

Simplay3-assembly, Streetsboro, OH, September 2021-October 2022

Fast paced work environment. Must efficiently, cut, trim and verify products meet quality standards.

Attention to detail, products must meet or exceed quality standards. Work quickly under pressure during high work load times.

Can work as a team or alone/unsupervised

Venture Data-telephone interviewer, Kent, OH, July 2020-October 2021

Worked in Linux based environment, main software used to run dialers.

Made outbound calls for surveys, political calls, customer satisfaction and medicaid services.

Adherence to performance metrics and Q & A standards. Always met or exceeded goals.

Infocision- sales representative, Green, OH, February 2018-July 2020

Sales calls for Comcast, Customer Service for Peddle, used car company, cold calls for solar panels.

Met regular Q & A goals and metrics for all call types.

Opinions LTD- phone room supervisor, Chagrin Falls, OH, June 2017-February 2018

Directed and organized interviews to make outbound calls, recruiting people to key market research.

Venture Data-assistant shift manager, Kent, OH, August 2013-June 2017

Acted as assistant shift manager, made seating map and took calls for interviewers when checking in for a shift. Quality checked calls.

Went over results with interviewers. Played key role in keeping interviewers organized to make outbound calls and in vetting potential recruits.

Burger King-food service team lead, Kent, OH, April 2013-March 2014

Performed multiple positions/duties. Including drive through, front cash, kitchen, would also take on manager role especially during slower times in coordinating and directing the team.

Holiday Inn Express-housekeeper, Streetsboro, OH, August 2011-August 2012

Closely follow schedule to clean different rooms in a fast, efficient and timely manner depending on times of which customers were staying or leaving.

Schedule had to be followed closely to minimize customer disruption.

IHOP-server, Titusville, FL, January 2011-May 2011

Multiple roles including taking orders, food prep and helping to cash customers out.

Often did not have a register so had to figure out change on the fly.

GSI Commerce-seasonal customer service representative, Melbourne, FL, October 2010-January 2011

Sales calls, service calls for Zales, Elizabeth Arden and Piercing Pagoda.

Island Reef Travel-receptionist, Orlando, FL, February 2008-October 2010

First point of contact for inbound calls. Answered, directed and transferred calls to appropriate person and/or sales rep to assist them with inquiry.

EDUCATION

National College, Stow, OH

Medical Office Specialist Program

Graduated with honors

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