Customer Service Quality Assurance

Gladyce Hubbard

*** */* **** **** Street, Los Angeles, CA 90003

H ome: 323-***-**** - Cell: 323-***-**** : *********@*****.***

Summary

Call Center Representative versed in customer support in high call volume environments. Superior computer skills

a nd telephone etiquette.

Highlights

High customer service standards Strong problem solving ability

q q

Employee relations specialist Negotiation competency

q q

Dedicated to process improvement Troubleshooting skills

q q

Telecommunications knowledge

q

Strong organizational skills

Active listening skills

S easoned in conflict resolution

Sharp problem solver

Courteous demeanor

T elephone inquiries specialist

Top sales performer

T elephone inquiries specialist

Customer service expert

Opening/closing procedures

Accomplishments

Customer Service

q Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.

S ales

q Consistently generated additional revenue through skilled sales techniques.

Product Sales

q Cross-sold services at a rate of 30%, upgrading customers to different plans and product packages.

D atabase Maintenance

q Assisted in the managing of the company database and verified, edited and modified members'

i nformation. Multi -tasking

q Cashiered with two cash registers at once in tandem to maximize customer flow.

Exceeded corporate target for customer satisfaction for [12] months in a row.

Experience

Service Specialist Policy II

N ovember 2004 t o January 2013

Automobile Club Southern California – Los Angeles, CA

Processed payments, corrections, endorsements and cancellations.Promoted agency products to customers in

person, on the telephone and in writing. Answer incoming calls for two or more business lines and/or make routine

telephone calls. Receiving or provide information from and to members or insured s; determine service needs,

resolve issues and cross-sell other products and service. Process and update premium adjustments for automated

a nd manual policies including total vehicle losses, good student discounts, multi -policy discounts, new driver

pledges etc. Re-quote policies as required, and initiate transaction that result in monetary,coverg and entitlement

changes. Process amendments orders for cancellation, reinstatement and force renewals of manual policies, and

m ail confirmation of same to insured. order motor vehicle records as required. Enter and retrieve data on

computer terminals. Provide assistance to other employees. Act as liasion between business units to coordinate

regular work and problem solving activities. Work with underwriting to obtain approvals for adjustment to manual

policies including, adding drivers, excluding drivers, adding classic vehicles, motorcycles, motor home, etc.

Retail clerk

M arch 2002 t o J une 2005

S avOn/CVS – Los Angeles, CA

Processed an average of [100Answered customers' questions and addressed problems and complaints in person

and via phone.Opened and closed the store, which included counting cash drawers and making bank

deposits.Helped customers select products that best fit their personal needs.Maintained visually appealing and

effective displays for the entire store.Educated customers on product and service offerings.Offered exceptional

customer service to differentiate and promote the company brand.Offered exceptional customer service to

differentiate and promote the company brand.Consulted with customers on the latest styles and

trends.Collaborated with customer service team members to give exceptional service throughout the entire

s hopping and purchasing experience.Kept the showroom clean and maintained neat, orderly product

displays.Built customer confidence by actively listening to their concerns and giving appropriate

feedback.Communicated information to customers about product quality, value and style.Balanced the needs of

multiple customers simultaneously in a fast-paced retail environment.Communicated store policy violations to the

l eadership team in a timely manner.Attended [one] team meetings each month to voice concerns and offer

constructive feedback to others.] transactions each day in a timely manner.Unloaded trucks, stocked shelves and

carried merchandise out on the floor for customers.Processed all sales transactions accurately and in a timely

fashion.

Maintenance Administrator

A pril 1986 t o N ovember 2001

SBC – Pasadena, CA

Work closely with Central Office, Inside Plant and Field Operations to test and isolate trouble to telephones lines.

Residential, Business, Centrex, 800 numbers and alarm circuits(in the Southern California area). Was left in

c harBuilt customer loyalty by placing follow -up calls for customers who reported product issues.Worked with upper

management to ensure appropriate changes were made to improve customer satisfaction.Developed effective

r elationships with all call center departments through clear communication.Formulated and enforced Service

Center policies, procedures and quality assurance measures.Properly directed inbound calls in phone queues to

improve call flow.Collected customer feedback and made process changes to exceed customer satisfaction

goals.Made reasonable procedure exceptions to accommodate unusual customer requests.Provided accurate and

a ppropriate information in response to customer inquiries.Maintained up -to -date records at all times. Left in

charge to maintain the operations of the maintenance center in absences of my supervisor.

Plant Service Clerk and Dispatcher

January 1984 t o M ay 1986

Pacific Bell – Pasadena, CA

Collected customer feedback and made process changes to exceed customer satisfaction goals.Provided accurate

and appropriate information in response to customer inquiries.Demonstrated mastery of customer service call

script within specified timeframes.Addressed customer service inquiries in a timely and accurate

f ashion.Maintained up -to -date records at all times.Developed effective relationships with all call center

departments through clear communication.Ran reports and supplied data to fulfill customer report

requirements.Worked with upper management to ensure appropriate changes were made to improve customer

s atisfaction.Built customer loyalty by placing follow -up calls for customers who reported product issues.Formulated

and enforced Service Center policies, procedures and quality assurance measures.Assisted in creating detailed

product website that reduced average call time by [2] seconds.Developed process improvements to enhance

efficiency and effectiveness of inter-department call center operations. Disspatched Technician's to repair

t elephone problems.

Operator Services

M ay 1974 t o January 1984

Pacific Bell – B ell, CA

Collected customer feedback and made process changes to exceed customer satisfaction goals.Made reasonable

procedure exceptions to accommodate unusual customer requests.Demonstrated mastery of customer service call

script within specified timeframes.Provided accurate and appropriate information in response to customer

inquiries.Addressed customer service inquiries in a timely and accurate fashion.

Education

Los Angeles City College 1 975

Los Angeles, ca

Psychology

Associate of Arts

Emphasis in Business

California Department Of Insurance

Los Angeles, CA

Insurance

Resident Personal Lines-Broker Agent License # 0H593

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