Customer Service Quality Assurance

SHARONDA L BROWN

** * ***** ** *******, North Carolina 27886

919-***-**** *********@*****.***

OBJECTIVE

To obtain a positive position with a successful company that will allow me

to utilize and increase my technical/helpdesk, coordinator, customer

focused, time management, monitoring, coaching, and administrative

background.

QUALIFICATIONS SUMMARY

. Energetic, detail-oriented, team player

. Proficient in MS Office Suite, computers, Remedy, CRM, Sugar, iCOMS,

SalesForce.com, SAP, AS400, Access Care, RRS, LIVEPERSON chat

software, MS Outlook, Lotus Notes, Prezi (an Online Presentation

application)

. Social media networking outlets (Facebook, Twitter, LinkedIn)

. Excellent customer service and organizational and people skills

. Strong oral and written communication and the ability to work in a

high-pressure environment and solve problems in a timely manner

PROFESSIONAL EXPERIENCE

Suddenlink Communications- Greenville NC

November 2012-Present

Technical Support/Sales/Billing

. Develops a rapport with customers by supporting all Help Desk

operations including receiving incoming calls and resolving issues

. Assists customer with reinstalling software, modem issues, TCP/IP

settings and other functions by performing detailed troubleshooting

and walk through steps

. Resolves service related issues related to Suddenlink products

including but not limited to, analog video, digital video, DVRs, HD,

High Speed Internet, Home Networking and Digital Telephone by

directing customers through a series of troubleshooting steps

. Handles inbound/outbound calls effectively and efficiently through the

use of proactive customer service and call control techniques

. Resolves problems on the first call and with a minimum of transfers by

consistently improving personal technical knowledge and understanding

. Performs other functional area duties, as required to meet business

needs

. Collected payments, processed payment arrangements, credits and other

billing issues

. Responsible for selling all Suddenlink products and services ( i.e

Cable, Internet, and Phone)

Seterus- Research Triangle Park NC

September 2010- October 2011

Quality Assurance Specialist

. Monitored and scored assigned agents in designated departments to

ensure mortgage guidelines, laws, and procedures are within federal

and state regulation.

. Listen for issues/send Quality of Service emails to the QA TL when

appropriate through the Maestro/NICE recording system.

. Alert QA TL of any compliance error(s) that need to be entered on the

dispute log via email and score call into the QA Database (MS Access)

. Completed the first 5 calls by the mid-month and the second 5 calls by

the end of the month for seasoned agents.

. Monitored 20 calls per New Hire for the first four weeks on the floor.

. Report all system problems to the specific areas, making management

and IT support aware of these issues.

. Completed any special projects assigned in a timely manner.

. Attended and participated in required meetings and training.

. Assisted other QAS's in completing assigned mid/end of month scoring

when appropriate.

. Reviewed scorecards at middle/end of the month for correct scoring,

spelling errors, incomplete or incorrect call IDs, loan numbers, and

dates.

SHARONDA L BROWN

WebAssign -Raleigh NC July

2010-August 2010

Chat Operator-Student Support

. Assisted with the initial setup and implementation of the LivePerson

chat software.

. Maintained valid content and create HotKey commands for various

sections for the Canned Responses within the LivePerson application

. Tested application and software for bugs and quick fixes to ensure

accurate information presented to the students as well as online.

Student Call Assistant-Student Support

. Responsible for resolving student issues generated by chat calls or

email.

. Handled customers in a fast-paced environment (50 to 70 calls per day)

. Created/updated tickets and accounts for students for all phone, chat,

and email interactions via RT

iContact - Durham NC July 2008-

Feburary 2010

Technical Support Representative -Support Department

. Interacted with potential customers, established customers, and trial

users by phone, email, and chat to create and

edit their HTML messages and using other features from the

applications

. Created/updated cases and accounts for potential/established customers

and trial users for all phone, chat, and email interactions via

Sugar/Salesforce application

. Reported bugs and created maintenance tickets on an as needed basis

. Tested and reproduced common errors within a customer's account to

provide an accurate resolution

Quality Assurance Specialist -Support Department

. Successfully assisted with creating and developing the QA Department

as well as various documents for each division within the Support

Department and integrating evaluation forms into the SalesForce

ticketing system

. Capable of developing and nurturing business relationships with key

leaders that impact company's marketing and operating results

. Monitored and evaluated phone calls through CXM(Customer Experience

Management) Recording System, chats and emails to ensure compliance

with the Quality Assurance policies and guidelines

. Provided verbal and written feedback/coaching on phone calls, chats,

emails and case documentation to TSRs and Floor Managers

MANA (Makhteshim Agan of North America, Inc.) Contract- Raleigh, NC

May 2008 - July 2008

Receptionist Assistant -Office Management

. Answered/transferred incoming calls to the appropriate venues and

personnel lines

. Greeted customers, employees, and clients upon entering the main

office area

. Collected, sorted, distributed, and processed outgoing mail as well as

processed confidential documents

. Scheduled conference rooms and assigned office equipment to office

personnel on an as needed basis

ACCENTURE LLP -Raleigh, NC September 2007 - May 2008

CRM Helpdesk Associate- Vendor/ Buyer Division

. Responded and logged all applicable inbound and outbound vendor and

buyer Problems/Questions/Requests (PQR) within the Pivotal Ticketing

tool

. Resolved failed purchase orders within one business day as well as

maintaining the weekly failed fax report for all faxed Pos for the

vendors or buyers

. Processed/completed eQuote and registration inactivation and re-

activations per vendors request and according to the State of North

Carolina guidelines

. Assisted team members in resolving and closing tickets, training new

hires and coaching other agents as needed

SHARONDA L BROWN

Verizon Business- Cary NC January

2007 - September 2007

Technical Support Analyst-Global Marketing Division

. Received and provided technical support on inbound calls from

Commercial and Global Account customers and various Verizon, Verizon

Core, and Verizon Business Representatives

. Reviewed customer account profiles for accuracy and consistency using

various databases and previous tickets

. Identified, troubleshoot, enter tickets, provide resolution/status and

update open tickets and transfer customers to technicians for

additional assistance.

. Escalated to proper venue when needed

Time Warner Cable- Morrisville NC June 2006 -

January 2007

Network Operations Specialist -Dispatch

. Received incoming calls from technicians, installers, CSR, and

contractors to close out work orders

. Entered proper coding and adjustments on customer accounts for

billing and payment for technicians

. Added equipment and properly balanced all services and accounts

. Provisioned modems in DPOM(Digital Phone Order Management) on

Digital Phone orders

. Routed escalations and technical calls to proper field

supervisors and departments

. Assisted technicians with phone, cable and internet

installations and other technical assistance on

incoming calls

. Assisted with assigning callouts to technicians due to outages

and go backs for services

. Contacted technicians for callouts and return service calls

John Deere Contract-Cary NC

December 2005 - June 2006

Customer Support Specialist

. Provided customer support to Lowe's, the Home Depot, and John

Deere dealers on various lawn and

garden equipment, tractors, and ATVs through in/outbound

communications

. Entered cases for escalations on issues that could not be

readily resolved during initial calls, emails, or

via fax

. Assisted dealers with processing administrative needs and

training for the "Ready to Mow" program

. Transferred calls and cases to the proper venue on an as needed

basis

Fidelity Investments

July 2004 - November 2005

Benefits Support Specialist,

. Received inbound calls from IBM active, inactive, retired

employees and their dependents for Health

and Welfare, Pension, Payroll, and other Human Resource inquires

. Enrolled and de-enrolled active, inactive, retired employees and

their dependents from medical

coverage and other employee benefits

. Process cases for issues that could not be readily resolved

during the initial call

. Calculated pension payouts for retirees and their approved

beneficiaries

. Assisted with process, gathering, and distributing mailings for

Annual Enrollment

. Assisted callers with various other personal HR inquires

. Routed escalations and other incoming calls to the appropriate

venues for additional assistance

Sprint/Embarq/Centurylink

October 2002 - May 2004

Marketing Repair Service Evaluator

. Provided customer and technical support for Complex, Small and

Home businesses with five

telephone line or more, circuits, and telephone equipment

. Reviewed customer profiles for accuracy and consistency using

various databases and previous tickets

. Processed, identified, troubleshoot, enter tickets, provide

resolution/status and update open tickets for

telephone lines, circuits, and telephone equipment and transfer

customers to technicians for additional

assistance

. Routed escalations and technical calls to proper venues and

supervisors for additional assistance

SHARONDA L BROWN

PROFESSIONAL ASSOCIATIONS/VOLUNTEER

Order of Eastern Stars Charity Chapter #175

2010-Present

P.H.A.T KIDS MENTORING PROGRAM

2010-Present

EDUCATION

Bachelor of Arts, Communications 2000

Saint Augustine's College Raleigh NC

Certificate of Completion, Make Your Resume Work for You

2012

Wake Technical Community College

Raleigh, NC

Certificate of Completion, Career Readiness for the Public Relations

Assistant 2012

Wake Technical Community College

Raleigh, NC

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