Customer Service Quality Assurance
Resume:
Barbie L. Kinard
*** ***** ***** ****** ***. ***, Spartanburg, SC 29301
**********@*****.***
CUSTOMER SERVICE PROFESSIONAL
More than 13 years’ successful experience in customer service and support
•
Profile
with recognized strengths in account maintenance, problem solving and
trouble shooting, sales staff support, and planning/implementing proactive
procedures and systems to avoid problems in the first place.
• Possess solid computer skills.
• Excellent working knowledge using both IBM and Mac systems; Lotus
1 2 3, Microsoft Excel, WordPerfect, Microsoft Word, CT DataTrac.
Windows 97, XP, 2000 and Windows 7
• Ability to train, motivate, and supervise customer service employees.
• A team player, acknowledged as “Total Quality Customer Service
Professional.”
• Develop plan, conduct audits and variance analyses, process daily and
attendance reports and filings, and maintain/update accurate
inventories.
• Supervised a team of 22 agents
Increased first call resolution by 25%
•
Synopsis of Achievements
• Decreased escalation by 45%
• Proactive planning led to notable increase in morale in Customer
Service and Verification Departments.
• Created customer satisfaction survey, drastically reducing potential
problems.
Capital Management Greenville, SC 2012
Employment
Present
Customer Service / Verifications Supervisor
• Work with 28 Customer Service agents in giving correct
and detail information to customers concerning their
accounts.
• Support Customers in opening new accounts
• Quickly and effectively solve customer challenges.
• Maintain quality control/satisfaction records, constantly
seeking new ways to improve customer service.
Modis/Windstream Telecommunication Greenville, SC 2011 2011
Customer Service Agent
• Worked with Account Representatives to complete
customer service request process
1 P a g e
Assist customers with any and all billing issues
•
Complete billing dispute and have appropriate
•
corrections made to account
Maintain Quality Assurance at 95%
•
Marathon Staffing Clinton, SC
2009 2010
Account Representative
• Performed background checks on New hires for
employment
• Processed application for New hires
• Assist with payroll and attendance
• Administered New hire Orientation Training Class
2009 2009
Alorica Staffing / Samsung Greenville, SC
Customer Service Agent
Inbound Call center
•
2009 2009
Assist Customer with troubleshooting equipment
•
Maintain above average in Quality at 90%
•
Set up service request for home repairs
•
ESI Staffing/ Disney Jonesville, SC
2008 2009
Customer Service Representative
• Inbound Call Center
• Assist customers with orders via online
• Tracked packages
• Payment processing
Resurgent Capital Services Greenville, SC
2007 2008
Performing Loan Consultant
• Assist lenders and customers with payoffs and title
searches
• Payment processing
• Inbound and Outbound Calls
• Train New Hires
• Processed Better Business Research for the company
2007 2007
FGP/ Bi Lo Corp. Greenville, SC
Data Entry/ AR
• Assist customer with billing issues
• Inbound and Outbound calls
• Completed weekly finance reports for Management
2 P a g e
2001 2006
Verizon Wireless Greenville, SC
Customer Service Coordinator
• Performed account research to resolved customers issues
• Handle the upgrade of equipment
• Troubleshooting equipment
• Maintain Quality Assurance and Attendance at 95%
• Train New Hires
• Handled Billing Disputes and Defused Escalated Calls
Clinton High School Clinton, SC 1982
Education
Business Coursed
Piedmont Technical College, Greenwood, SC 1997
Office System Tech./Legal
3 P a g e
4 P a g e
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