Customer Service Quality Assurance
Resume:
Eric L. Marshall
*******@*****.***
Objective:
My objective is to provide quick and accurate information for customers in a call-center environment. I have over 20 years of customer service, and sales experience, great communication skills, detail oriented, with appreciation for teamwork. I am seeking a position with a dynamic company to compliment and be an asset to its customer service.
Work Experience:
08/10 – 02/11
Wincor Nixdorf – Austin, Texas
Lead Escalations Agent – Duties included receiving escalation calls and emails from bank managers inquiring about the estimated time of arrival of ATM Technicians out in the field for repair of branch ATM. I acquired eta from technicians by outbound calls and through emails. When the estimated time of arrival was received from the technicians, the information was then relayed to bank manager through outbound call, text or email. Duties also included ordering parts for technicians and creating work orders for repair while documenting each call thoroughly. I also trained new employees and scheduled breaks and lunches for my team mates.
09/08 – 08/10
Rainmaker – Austin, Texas
Account Executive – Duties included providing demand generation and lead generation for executive customers (Microsoft, Sun, and Hitachi). I also provided sales leads for the executive sales team through outbound and inbound calls, and also email campaigns. Duties also included training new employees and devising new scripts for employees and lead strategies. I also thoroughly documented and recorded each call for quality assurance.
05/07 – 08/08
Ferguson Enterprises – Chico, California
Sales Lead - Duties included providing customer service at a call center, by receiving inbound sales calls from customer, and answering any questions customer had while viewing products online. I also processed purchase orders and set up lead times with customer and corresponded with customers and shipping companies via email and phone. Each call was thoroughly documented for quality assurance.
01/98 – 04/07
Wells Fargo Bank - Westlake, Texas.
Phone Banker 1 - Duties included providing customer service for inbound calls at a call-center environment. I provided customer account information, after a strict security verification process. I opened new accounts (checking, saving, certificate of deposits, credit card etc.) Duties also included processing loan applications (mortgage, auto, personal, etc.), and up-sold bank products to fit the needs of the customer
Education
10/1998 - 1/2000
Remington College - Fort Worth, Texas.
Associates Degree- Computer Science
6/1988
St. Joseph Notre Dame High School - Alameda, California.
High School Diploma - received in college prep classes.
Contact this candidate