Customer Service Quality Assurance
Resume:
CHERYL L. PENN
***********@*******.***
Conyers, GA 30013
OBJECTIVE
To obtain a career opportunity with a
challenging and growing organization using my acquired
background knowledge and skills.
SUMMARY OF QUALIFICATIONS
Analytical
Utilize strong analytical abilities in compiling key information from
numerous sources.
Consistently receive superior ratings in all categories that emphasize
outstanding customer
satisfaction, ongoing productivity, procedural compliance, and overall
professional effectiveness.
Extensive skills in planning and follow-up, complies with protocol and
managing critical timelines.
Computer Skills/Operations Management
Possess keen decision-making abilities in circumstances with high
liability/extreme ramifications.
Identify discrepancies and ensure timely resolutions under exceptionally
stressful conditions.
Research and develop plausible solutions to weight/balance issues affecting
customer's accounts.
Utilize strong computer/communication skills to direct ramp personnel in
creating resolutions.
Customer Service Skills
Proven interactive capabilities utilized to communicate effectively with
all levels of personnel.
Capable of handling irate customers and resolving problems efficiently.
Extremely diplomatic individual with responsive decision-making and key
troubleshooting skills.
PROFESSIONAL EXPERIENCE
ASSURANT SPECIALTY PROPERTY
Duluth, GA
HAZARD INSURANCE SPECIALIST(RESEARCH)
(2006-Present)
Insurance/Mortgage Servicing
Research and resolve exception items initiated via email, reports, phone
calls, faxes,
correspondence, checks or tasks referrals from multiple clients and
identify root causes
Respond to inquiries from insurance agents as well as email requests from
clients
regarding payment of insurance premiums
Correct errors and discrepancies on hazard insurance policies
Manage critical timelines for client resolution on research requests
Update/add hazard,flood, and windstorm insurance policies
Manage special projects/Account acquisitions
Proofread, prepare and mail correspondence to clients
Maintain 100% accuracy/quality assurance
COMCAST
Decatur, GA
CUSTOMER ACCOUNT EXECUTIVE
(2005-2006)
Responds to customer inquiries via telephone regarding customer
billing/repair issues
Correct errors/discrepancies on customer billing accounts
Prepare work orders for predetermined maintenenace visits
Ensure customer followup
Troubleshoot calls with repairs to cable service
Resolve delinquent account balances
Cross/Upsell cable/internet products and services
CHERYL L. PENN
JOHN H. HARLAND
Decatur, GA
CUSTOMER SERVICE ASSOCIATE
(2005)
Assist financial institution with placing check orders for consumers
Process reprint for checks/issue credits
Act as liaision in managing questions from printing facilty and financial
institution
Thrive on meeting deadlines, quality standards, and client expectations
BELLSOUTH TELECOMMUNICATION
Conyers, GA
ADMINISTRATIVE /CUSTOMER SERVICE ASSOCIATE
(2004)
Create company correspondence and generate customer reports
Perform administrative duties such as word processing, copying filing,
faxing and data entry
Discuss and handle all billing inquiries for products and services, toll
and order inquiries
Consult/recommend and sell customers on Bellsouth Telecommunication
products
Negotiate service order requests from customers while inputting orders via
on-line system
Manage customer call flow regarding service installation removal and
telephone service changes
Facilitate and create customer quote adjustments, balances and rates
Determine credit and security requirements and extensions of credit
Adhere to and exceed individual sales objectives
Page 2
BELLSOUTH TELECOMMUNICATIONS
Mableton, GA
ADMINISTRATIVE ASSISTANT
(2002-2004)
Typed all company correspondence and created reports for State Manager and
direct reports
Sorted packages and distributed in-coming office mail to all managers
Created, filed and collated letters and reports
Operated various office equipment such as fax machines, printers and
copiers
Ordered and maintained office supplies
Prepared and arranged all conference calls for management staff
Prepared all monthly cost/expense reports outlining progress of company
vehicle
Prepared all auction paperwork ie. tags/titles for vehicles to be auctioned
Maintained ongoing and current record of surplus vehicles and their current
status
Managed customer satisfaction survey and furnished management team with
monthly reports
BELLSOUTH TELECOMMUNICATIONS
Atlanta, GA
CALL CENTER/COLLECTION ACCOUNT SPECIALIST
(2000-2002)
Created customer correspondence and reports
Updated account records, audited accounts, and computed quote adjustments
Billed and created rates for customers
Collected delinquent bills by making payment arrangements
Negotiated payments to reinforce company goals for revenue protection
Consistently earned and maintained strong employee evaluations based on
excellent performance
EDUCATION GEORGIA PERIMETER COLLEGE - Decatur, GA
Business Administration
COMPUTER Microsoft Office Word, Excel, Outlook, Data Entry, Lotus Notes,
Typing Speed 50wpm
SKILLS
REFERENCES Excellent personal and professional references provided
upon request
Contact this candidate