Customer Service Quality Assurance
Resume:
Tyesha Ransdell
Newark, NJ 07103
*****************@*****.***
OBJECTIVE
To obtain a challenging position that utilizes my ten years in the Customer Service field of
experience. I would also like to gain knowledge in other areas while learning from others.
EXPERIENCE
Customer Service Rep/Trainer/Back-Up Team Lead/Job Coach
January, 2012- January, 2013
Logisticare Solutions, Edison, NJ
• Answering inbound phone calls from Medicaid clients for Non Emergency Transportation
• Entered several reservations in Data entry system
• Used systems to verify Medicaid eligibility
• Called Doctor’s offices’ to verify appointments
• Trained new employees on the policies and procedures of the company
• Trained new employees on how to navigate through the systems and enter reservations as
well as phone etiquette and exemplify great Customer Satisfaction
• Faxed documents to various transportation providers as well as doctor’s offices
• Communicates appropriate option for one call resolution
• Used my knowledge to take supervisory calls when leads are not available
• Answered any questions representative may have needed answers to in order to
effectively assist members
• Built a strategic professional relationship with members
• Trained employees on how to be enthusiastic, persuasive, and use intense customer focus
while being dependable in performance
Customer Service Rep/Accounting
July, 2011 –January, 2012
Toyota Dealership, Hillside, NJ
• Accounting
• Filing proper documents after taking payment
• Served a high number of customers while offering impeccable Customer Service
• Purging and keeping files up to date for rental cars incoming and outgoing
• Resolved challenging service issues to dissatisfied or irate customers
• Focused on customer needs
• Earned the trust of customers in order to generate referrals due to my focus on Customer
Service
• Used Customer Service Skills to listen attentively, solve problems creatively, and found a
common ground to achieve win-win outcomes
Business Care Specialist/ Customer Service Rep
September, 2007-May, 2009
At&t Mobility, Paramus, NJ
• Handled inbound calls assisting customers with technical issues dealing with cell phones
• Took payments from customers
• Reviewed and explained bills to customers, while explaining the policies and procedures
of the company
• Used multiple software and screens at one time to assist customers
• Removed and added features to customers accounts while assisting customers with
various requests
Floor Support/Cashier/Store Supervisor
May, 2005-August 2007
Hudson Booksellers, Newark International Airport, NJ
• Cash Handling/processing of credit card payments
• Ordered and received inventory
• Assisted customers with selections and helped make a sale
• Made sure store was clean and in order, while maintaining the consistency of inventory
for customer satisfaction
• Implemented programs in order to achieve store daily and monthly goals
• Greeting customers in order to build productive relationships and to win customer loyalty
Cashier/Customer Service
December, 2003-February, 2007
The Discovery Channel Store, Newark International Airport, NJ
• Received and stocked inventory/ Used cash register to finalize sale
• Assisted and explained inventory to customers
• Demonstrated how certain inventory worked and how to use it
• Greeted customers with an unwavering commitment to customer service
EDUCATION
ICDC College Online, Culver City, CA
Addiction Disorders Counseling Program
March, 2013- Present
SKILLS
Microsoft Word, Excel, Data Entry, Microsoft Power Point Presentation, Phone and
Communication Skills, Use of Multiple Software at one time, Medical Terminology, Cash
Register and Credit Card machines, Customer Service Excellence, HIPPA Law
Regulations
Key Accomplishments
• Managed a high volume workload within a deadline driven environment
• Became a lead “go –to” person for new reps and particularly challenging calls for both new and
established employees
• Earned 100% marks in Quality Assurance in all categories, including communication skills,
listening skills, problem resolution politeness and enthusiasm
• Completed voluntary Customer service training to learn ways to enhance customer satisfaction
and improve productivity
MEMBERSHIPS/CLUBS
New Jersey Foster Care Association, Big Brother/Big Sister Program, Individuals with
Developmental Disabilities
Contact this candidate