Customer Service Quality Assurance

Ashley Ross

***** ** *** *** **

Beaverton Or ***05 ******.********@*****.***

Cell: 580-***-****

Areas of Expertise:

Customer Service Management

Complaint Handling & Resolution

Customer Satisfaction Enhancement

Meeting Assigned Metrics

Technical Support Skills

Professional Experience

Stream Global Services Beaverton OR

Senior 7/2010-11/2010

Attempted De-escalation of any frustrated customer. Handled Escalated calls from other representatives when customers could not be de-escalated. Walked the floor and assisted agents in answering both technical and policy related questions.

Technical Support Professional 12/09- Present

- Handled inbound technical support calls for Hewlett-Packard customers. Worked with troubleshooting software on a daily basis. Assessed customer needs and worked with customers to resolve technical issues preventing computer use. Made relevant offers and sales to come to mutually beneficial solutions to prevent future issues. Attempted de-escalation of any customer complaints.

Startek Enid OK 11/2007 to 12/2009

Receivables Management Supervisor 5/09 to 12/09

-Directly supervised a team ranging from 15 to 20 employees in an inbound collections call center. Worked to ensure excellent customer service for all customers by providing an encouraging high quality performance from each team member. Provided a positive work environment to motivate employees to deliver top performance. Resolved customer complaints at a manager level through escalated calls while working to find a common ground with company policy as well as customer satisfaction. Held weekly meetings to discuss team progress. Worked with individual team members to increase team performance at company driven metrics including attendance and quality assurance.

• Received awards for excellence in attendance and customer satisfaction(through post-call surveys) in the months of June August September and October

• Received top award for post-call survey scores in the month of August

• Never fell below the top ten teams in the call center by ranking of 1 through 23

Resolution Specialist 3/09 to 5/09

- Assisted in supervising a team ranging from 15-20 employees. Attended to supervisory functions when left in charge of the team while the actual supervisor was on maternity leave. Coached individual agents on performance for metrics. Handled escalated calls to resolve customer complaints at an assistant supervisor level.

• Received Most Improved team award in the month of April while supervisor was away on maternity leave for taking a team meeting one metric to meeting four of five metrics.

• Nominated for Employee of the Month award

• Received company principles award

Mentor 9/08 to 3/09

- Provided one-on-one training to groups of 15 to 25 newly hired representatives once they were out of training class. Assisted in hands-on training and navigation through the software systems used in daily work handling inbound calls. Held daily meetings to assess progress levels of representatives. Handled escalated calls on an assistant supervisor level to resolve customer complaints. Assisted representatives with the transition from training to actual on the floor call handling.

• Received company principles award

Customer Service Representative 11/07 to 9/08

- Handled inbound collections calls for at&t wireless customers. Worked with billing software on a daily basis. Assessed customer needs and worked with customers to come to mutually beneficial solutions to resolve delinquent accounts. Attempted de-escalation of any customer complaints.

Education and Training

University of Science and Arts of Oklahoma

• Studied History with many interdisciplinary courses

Enid High School Enid OK 2006-2007

2003-2006

Training: Completion of Training and Quality Leadership Development courses for supervisors to create and maintain an effective supervisory skill set. Completion of a course on how to effectively answer questions and coach employees to better performance.

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