Customer Service Quality Assurance

Anthony J. Taulbee

720-***-**** ? **.*******@*****.*** ? Centennial, Colorado

Professional Experience

DirecTV - Englewood, CO

Customer Service, Tech support

Top performance consistently throughout my department

Worked in the highest call volume queue for the majority of my first year

Assisted in new hire training

Participated in focus groups for the Leadership Development Program

IntelliSource at Verizon - Highlands Ranch, CO

Fraud Analyst

Identifying fraudulent patterns and preventing any compromise of security.

Execute daily tasks while operating 25 different systems.

Identify areas of weakness and implement processes to increase quality and

number of cases worked.

The Warranty Group - Golden, CO

Customer Service, Claims Adjudication, Data Entry, 3rd Shift Leader

Managed high profile accounts and features.

Filed claims for multiple benefits utilizing over 30 unique systems.

Recognized by management to train new hires and manage the call center

overnight.

Alliance Data Systems - Westminster, CO

Collections Agent, Customer Service

Made over 100 outbound calls per shift.

Perfect Quality Assurance scores.

Developed and implemented debt collection and payment plans.

Echostar Satellite - Thornton, CO

Customer Service, Tech Support, Retention Agent, Team Leader Assistant

Top performance in Technical support and Retention.

Took in excess of 90 calls per shift.

Recognized by management to be a Team Leader Assistant and system tester.

Education and affiliations

Front Range Community College- Westminster, CO

Completed College Algebra and College English courses with a 3.6 GPA

North Metro Community Services

Employed for 1 year, volunteer for community event management since 2006

Independent Employment

Designed and managed websites for local companies

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