Customer Service Quality Assurance
Resume:
Althea Patterson
Austell, Ga 30168
***********@*******.***
Objective:
To obtain a position that will enable me to use my strong organizational
skills, educational background, and ability to work well with individuals.
Moreover, a role that allows me to impact a significant opportunity for
your organization and engages with company professionals to enhance both
employee and customer/client satisfaction.
Work Experience:
American Independent Insurance Company
2018 Powers Ferry Rd.
Atlanta, Ga 30348
11/2011- Present
Title: Property Damage Claim Adjuster-
Responsibilities- Investigate claims to determine liability, validity and
verify extent of damage by telephone contact with clients, claimants,
witnesses or other parties as required. Process 10 to 20 new claims per
day, process total loss claims and all paperwork associated with total
loss. Prepare files for subrogation, Manages administrative duties such as
faxing, filing, mail, and phone volume. Licensed in Ga, La, Ct. and Sc
Bank of America
210 Town Park Dr.
Kennesaw, GA
04/2011-12/2011
Title: Fraud Analyst
-
Responsibilities: Monitor Business and Personal accounts for prevention and
detection of fraudulent activity in a fast paced environment. I handled 50-
80 inbound and outbound calls per day as well as all office duties. This
included faxing, and filing reports and daily use of Microsoft office.
Maintain positive relationships with customers
Edward Jones
5605 Glenridge Dr.
Sandy Springs, Ga 30342-
10/2010 - 06/2012
Title: Branch Office Administrator
Responsibilities: Worked with Financial advisor to oversee customer
accounts. Build and maintain client relationships while expanding business
financially. Moreover, schedule appointments, process deposits and
transactions. Identify, assess and review Customer's account for overdue
balances for Annual Retirement Fees. Take care of all office/administrative
duties such as answer phone, copying, faxing, greeting clients, perform
trades (Buy or sell Stock) when Financial Advisor is not available, Selling
Personal insurance products/healthcare plans utilizing consultative sales
and risk management approach; Structuring and efficient call back strategy
to drive productivity levels and build strong customer relations.
West Customer Management/American Express
5000 Bradford Dr.
Huntsville, Al 35806
05/1/2006 -07/19/2010
Title: Customer Care Professional/sales agent, Coach (Acting Supervisor),
Credit specialist
Responsibilities: Describe and sold American express credit cards and
products to potential and existing American Express consumers in a heavy
inbound call center environment.
As a Coach or acting supervisor, I handled escalated calls from consumers
requesting supervisors, and assisted fellow employees with questions they
may have regarding customer accounts. Listened and evaluated fellow
employee's calls and provided feedback to a about 10-15 people per day; in
order to verify all consumers are satisfied with customer service
excellence, and all employees are compliant with American Express rules for
quality assurance. I Processed inter-departmental correspondence to
expedite the resolution of card holder related matters, Resolved Customer
billing disputes, interacted with customers, negotiated with customers in
difficult financial situations.
The Game Store/Christmas Store
Madison Square Mall
Huntsville, AL
10/2005 - 1/2006
Title: Store Manager-
Responsibilities: Store Manager at Game store, and Christmas ornament
store.
Position included assigning schedules, managing employees, hiring employees
and training employees on Responsibilities: Depositing money and credit
card receipts, and resolving customer issues.
Direct TV
400 Diamond Dr. Nw
Huntsville, AL 35806
10/2004 -11/2005
Title: Technical Tier 1
-
Responsibilities: Handled Technical Support and corrected Technical issues
for Direct TV customers. Monitored delinquent accounts, and collect
payments from customers.
West Customer Management/Direct TV
5000 Bradford Dr.
Huntsville, AL 35806
05/2001 -10/2004
Title: Subject Matter Expert (SME)
-
Responsibilities: Former customer service representative and Subject
Matter Expert (SME) for Direct TV; As a Customer service representative, I
handled heavy inbound call volume from consumers, assisted customers with
technical and Direct TV billing issues. As a SME, also known as acting
supervisor, customer questions from over 150 employees were answered,
handled escalated calls from customers requesting supervisors, monitored
calls for quality assurance, in order to stay in compliance with government
laws and company guidelines; and give feedback to employees; Moreover,
helped develop new hires on the floor to become excellent customer service
reps. Handled inbound escalated calls pertaining to the reconciliation and
collection of delinquent accounts, and technical service. Prevented
impending loss and increased profitability by negotiating payment plans
with customers and calling customers to resolve billing issues.
Education:
Bachelor of Arts: Major - Political Science/Minor- Pre Law Business
University of Alabama in Huntsville
Huntsville, AL 35806
Skills:
12 years experience of sales/customer service/clerical work and Account
Management. 4 years experience in the financial industry. Can type about 55
words per minute, Microsoft word, excel, Visio, PowerPoint, outlook,
access, filing, copying, faxing, handling many calls per day, ability to
multi-task, evaluate calls for quality assurance, Ability to work
independently or in a team environment. Ability to negotiate with
customer's in difficult situations, Resolving billing disputes, Ability to
pay attention to details, Excellent verbal and written communication
skills. Licensed Property & Casualty Insurance Adjuster in Ga, La, Ct. and
Sc
Contact this candidate