Customer Service Quality Assurance

Location:

Posted:

August 01, 2011

CAROL PETTY

Sugar Land, TX 77479

********@*******.***

Certifications - Generalist EC-4, Business Education 6-12, ELA/Reading/Social Studies 4-8,

ESL

WORK HISTORY

02/06 – Present Lamar Consolidated Independent School District, Elementary School Teacher

02/05-01/06 MCI, Customer Service Representative

• Support corporate global customers

• Maintain superior service level with high accuracy

02/04 -02/05 Monitor Medical, Inc., Financial Assistant

•Responsible for all Accounts Payable and Accounts Receivable

•Tracking and payment of reimbursable expenses for Marketing Reps

•Reconcile and record daily deposits with daily payment postings

•Assist in budgeting and cost control

08/98 - 03/03 WorldCom, Translations Tech./QA Specialist/Staff Specialist

•Designed telephone circuits according to specifications for business customers in Local Service

Activation department.

•Tested customer equipment and resolved any configuration issues to ensure service operational and

eliminate customer down time.

•Performed quality assurance audits to identify error trends, reported results to management

delivered initial rollout of new quality processes and procedures to staff.

•Initial technical entry (ISDN/PRI,Analog/Digital Trunks, Local Line) of local telephone service

requests for business customers.

04/96 - 03/97 MCI, Customer Service Professional

•Analyzed customers' needs by inbound calls to determine cross-sell/up-sell opportunities

•Diagnosed billing issues, network troubles, installation requests using multiple computer

applications.

07/92 - 03/96 Texas Department of Human Services, Eligibility Specialist

•Interviewed clients to determine eligibility for government assistance programs based on pre-

determined criteria

•Responsible for managing and maintaining a caseload of 100+ and determining re-eligibility

when changes occurred.

EDUCATION

B.A.A.S (Business Concentration) May, 1992 Lamar University

Beaumont, TX.

Post-Baccalaureate Education August, 2005 LeTourneau University

COMPUTER SKILLS

Excel, PowerPoint, Quickbooks Pro