Customer Service Quality Assurance

Jocelyn McKnight

**** *. ****** **. **** A

Garland, TX. 75042

Phone Number: 214-***-****

Email: m **.**********@*****.***

Objective: To obtain a position within the customer service industry that will allow me to

u tilize my experience and incorporate growth.

Skills:

-Mul ti tasking -Adaptable

-Team Leader -Quick Learner

-Cash Handling -Team Player

Employment H istory:

• Capital One Bank I rving, TX February 2006-Present

I.) Advanced Team Lead

-Oversee a team of 20+ associates

-Handle escalated calls

-Work with associates to build team morale and productivity

-Assist Supervisor

-Conduct team meetings and 10-10’s

I I.) Online Bank Case Advocate

-Assist customer with daily account t ransactions via a secure online messaging system

-Correspond with various departments to provide one message solutions

-Troubleshoot and resolve online issues

-Quality assurance

I I I.) Customer Service Representative

-Inbound calls

-Process t ransfers, file dispute claims, debit card orders and cancellations, etc.

-Communicate with various departments within the bank

-Mul ti task between various systems

-Handle every aspect of communication between the bank and customer

Education:

• Bill J. Priest Institute Dallas, TX October 2003-April 2004

Medical Office Assistant/Certification

• Dallas Can! Academy Dallas, TX May 2000-May 2001

General Education Diploma

References upon request

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