Customer Service Quality Assurance

* ****** **., *********, ** ***** *************@*****.***

585-***-****

OBJECTIVE: To secure a challenging position in a service-oriented company,

utilizing my superior customer service skills and call center

experience.

EDUCATION/DEGRESS/CERTIFICATES

AS Degree--Human Services Monroe Community College

August, 2012

Grant Writing Certificate Monroe Community College

October, 2011

WORK EXPERIENCE

Direct2Market/ Kelley Services (Rochester, New York)

02/13-04/13

Outbound appointment setter

. Placed outbound calls to Lawyers to schedule appointments for sales

rep

. Averaged over 200 calls per day

ADT /Kelley Services (Rochester, New York)

08/12-10/12

Outbound Productivity Specialist

. Scheduled appointments to residential and small business customers.

. Placed outbound calls to verify work start and stop times.

. Averaged over 160 calls per day.

. Assisted technicians with clarifications on job orders.

S.M.I.L.E (A Special Movement to Influence a Lifestyle of Excellence

(Girls' Program) 0 9/07-6/12

Program Director

. Established goals and objectives, evaluated program effectiveness, and

implemented ways to reduce attrition.

. Created program application materials and instituted screening

criteria.

. Executed major program events with parents and community volunteers.

. Worked with local colleges and referral agencies to secure staff,

interns and volunteers.

. Marketed & promoted the SMILE Program to the Rochester & surrounding

communities, schools, & agencies.

. Collaborated with Rochester agencies to offer additional services and

program support.

AT&T/ Comforce (Rochester, New York)

01/2008-3/2009

Inbound Technical Support

. Assisted customers with technical questions and concerns about Tier 1

and Tier 2 Circuits.

. Followed a series of trouble-shooting steps to isolate and resolve

customer issues.

. Handled high volumes of calls, maintain the average handle time.

. Handled level 1 and 2 trouble-shooting

Verizon Wireless (Rochester, New York)

5/2006-12/2007

Sr. Representative

. Handled complex billing issues

. Resolved customer complaints, and escalations.

. Processed orders efficiently.

. Exceeded stats for average handle time, quality assurance, and

productive time.

. Maintained customer satisfaction while adhering to strict guidelines.

. Received company recognition for maintaining the highest quality

service.

Frontier Telephone (Rochester, New York)

10/2004-5/2006

Sales/ Service Consultant

. Placed outbound calls to follow-up on customer orders.

. Reviewed customers' bills to determine best products and services.

. Exceeded aggressive monthly goals by

. Handled complex billing issues.

. Resolved complaints and concerns.

SBC Global/ Sutherland (Rochester, New York)

03/2002-12/2003

. Placed outbound calls to promote DSL services.

. Processed orders effectively.

. Explained service options.

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