Customer Service Quality

Martha Osebe

**** **** ***** **** # ****, Euless, TX

***** ****: 972-***-****

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

Summary

Result-oriented Quality Improvement Coordinator with work experience. Areas of expertise include conflict

resolution, employee evaluation and coaching, and quality improvement.

Highlights

• Applicant screening • Computer proficient

• Quality improvement • Policy documentation

• Employee coaching • Excellent communication skills

• Training and development • Recruiting and staffing

• Employee orientation • Planning/coordinating

• Energetic and organized • Outstanding interpersonal skills

Accomplishments

• Coaching customer service representatives on call quality.

• Trends QA information for process/ performance improvement

• Communicates trend information to management, training and internal partners

Experience

Quality Improvement analyst

June 2009 to Present

Medco Health Solution – Irving, Texas

• Monitor and score customer service representative calls for quality standards.

• Coach customer service representatives on call quality.

• Trends QA information for process/ performance improvement

• Communicate trend information to management, training and internal partners

• Share best practice quality and process related information with work groups

• Conduct customer service surveys on a daily basis

Resolution Team Lead

November 2006 to June 2009

Medco Health Solution – Irving, Texas

• Responded to member concerns regarding prescription benefits, billing, and customer service

providing information and documentation which substantiates the company-s position.

• Researched and resolved customer problems

• Documented members concerns and all subsequent actions taken by the department, including attempts

to resolve problems and final disposition.

• Monitored and/or logged and tracked all dispute activity for the Service Center to ensure audit standards

were met.

• Maintained the appropriate level of customer service and preserved strong relationships with agents,

customers and auditors in order to meet business goals.

Rental Agent

June 2001 to September 2005

Hertz Corporation – DFW Airport, Texas

• Responded to inquiries from clients about the availability and cost of

vehicles

• Took reservations.

• Explained the conditions of rental agreement.

• Completed customer paperwork

• Checked mileage and damage inspection when vehicles were returned

• Processed payments

Education

University of Phoenix 2012

Dallas, Texas, Dallas

BSHRM

References

Available upon request

Contact this candidate