Customer Service Quality Assurance

Professional Experience

acmg Product Specialist

**/****- **/****

. Placed over 250 calls per day to clients interested in our Hydroxatone

Line of Products

. Provided daily feedback to entire department on updates to Systems,

Policies & Procedures

. Handling of supervisor callbacks calls for our department (5-10 calls

per day)

. Reporting of sales reports in a timely manner meeting a daily

deadline.

. Helped cordinate events for outings associated with our department .

. Assisted with spanish speaking cus with -World Class Customer Service

. Wrote Scripts that were used for our Outbound Sales Dept.

Vonage Lead Associate

01/2006 - 03/2010

. Responsible for overseeing new ticketing system implemented in the

payment process department.

. Provide management with monthly audits reports:

. Total collections

. Total credits

. Payment initiatives (Grace Contacts)

. Suspended, Pending, and Approaching contacts

. Assisted Multiple departments with callbacks to our customers. Other

departments.

(Fraud, Usage Mangament,Chargebacks)

. Track and Report relevant customer payment performance metrics.

. Load the Dialer Systems (Five9) Daily for the payment processing

department.

ATT Wireless Customer Service Representative 09/2000-9/2005

. Supported the accounts of the wireless customers in the Northeast and

Southeast region of the United States.

. Expeditiously identified, assessed, and troubleshot technical

difficulties to ensure the functionality of wireless service.

. Demonstrated knowledge, and serviced customer's requests concerning

broad areas of wireless service.

. Effectively managed a heavy call volume on a day-to-day basis (approx.

60 calls daily).

. Communicated promotions, services features and benefits of

new/existing wireless products.

. Researched, reworked and solved billing issues.

skills

Hardware/Software: MS Word/Excel; Power Point, Windows XP and

Access Word Perfect

Languages: English & Spanish

AWARDS

Top Sales (ACMG) Perfect Attendance (ACMG) Most Improved

Representative (ACMG) Quality Assurance (ACMG) Compliments Award

(ACMG)

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