Customer Service Quality Assurance
Resume:
Audrey J McFarlane
Fort Lauderdale, FL 33309
Phone: 857-***-****
***************@*****.***
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Objective:
To obtain the position within your company that will allow me to
contribute its continuing success.
Professional Experience:
First Data Merchant Corp (2012-Present)
Coral Springs, FL
Team Lead/ Merchant Activations Representative
. Provide effective and timely resolution to merchants inquires about
terminals and troubleshoot all issues relating to terminals.
. Download First Data's application on merchant's terminals.
. Train and educate Merchants on how to use their credit card terminals.
. Download TeleCheck application on POS machine and train merchants how
to use them.
. Troubleshoot all POS machines.
Wyndham Vacation Ownership (2003-2011)
Coconut Creek, FL
Customer Service Representative/Supervisor Assistant
. Provide effective & timely resolution of owner's inquires and
consistently score 95% and greater on customer satisfaction surveys
conducted by quality assurance.
. Assigned to mentor new trainees and support them during their initial
training by teaching the Wyndham system and our company's policies and
procedures.
. Educate owners on the Wyndham points system, update them on their
membership status, and assist them in booking future travel plans,
inform them of all new products and promotions available.
. Made outbound calls to members to give update on account about points
expiring and payment updates.
. Processed credit card payments and worked in retention department.
. Empowered by management to make any necessary adjustments to owner's
accounts, which include:
. Changing points and converting owner's points to credits applied
towards their maintenance fees.
. Successful in the selling of vacation packages and membership.
. Assisted supervisor with team management monitored inbound calls and
schedule coaching sessions with team members.
. Directed the daily workflow process, assuring quality standards are
maintained with a team of over 20 agents.
Precision Response Corporation (2001-2002)
Margate, FL
Customer Service Representative/Quality Assurance Analyst
. Monitored and coached agents on future techniques needed to resolve
difficult call types, while reinforcing the importance of one call
resolution.
. Directed the daily work flow process, assuring quality standards are
maintained.
. Worked with upper management to make joint project decisions and
recommendations.
. Addressed all outstanding issues and opportunities with new product to
product launches to product managers.
. Assisted the learning and development department with the training of
all new hire classes.
. Navigate customer throughout website to book airline tickets on the
Orbits.com website.
. Book airline tickets for customers via website or mainframe system.
PolyGram Records (1997-2000)
Manhattan, NY
Executive Assistant
. Worked with various record label presidents to make joint project
decisions that are artist related.
. Personal assistant to various record label presidents.
. Responsible for direction, control, and performance of specific artists
and groups.
. Handled all administrative duties
. Maintained inventory for all recording equipments.
. Meet and greet all artist and managers
. Served as personal assistant to various record label presidents.
Summary of Qualifications:
. Experienced in coaching and training new hire classes.
. Recognized for my work ethic, and ability to gain support of my peers
and superiors
While working in a team environment,
. Strong communication and interpersonal skills, with ability to
interact effectively
with management and customers on all levels.
. Short learning curve with proven ability to learn and grasp new
materials.
. Highly capable individual who attacks projects with vigor.
. Experienced in all Microsoft applications
. Perfect Attendance Record.
Education and Awards
Kingston Senior High
Henderson Business College
Concorde Career College
References: Upon Request.
Contact this candidate