Customer Service Quality Assurance

Profile

Motivated, personable business professional with an Associate's degree and

a successful 5-year track record of providing excellent customer service.

Talent for quickly mastering technology. Diplomatic and tactful with

professionals and non-professionals at all levels. Accustomed to handling

sensitive, confidential records. Demonstrated history of producing

accurate, timely reports meeting stringent expectations.

Flexible and versatile - able to maintain a sense of humor under pressure.

Poised and competent with demonstrated ability to easily transcend cultural

differences. Thrive in deadline-driven environments. Excellent team-

building skills.

Skills Summary

Project Management Computer Savvy Insurance Billing

Report Preparation Customer Service Accounting/Bookkeeping/T

Written Correspondence Scheduling ax Preperation

General Office Skills Marketing & Sales Front-Office Operations

Professional

Presentations

Professional Experience

Communication: Reports/Presentations/TECHNOLOGY

o Prepare complex reports for managed care organizations and insurance

companies, ensuring full compliance with agency requirements and tight

deadlines.

o Author professional correspondence to customers and vendors.

o Design and deliver series of classes for local businesses and

associations, providing tax preparation counseling and educating

employees on the latest and updated tax laws.

o Conduct small-group sessions on deployment information and services.

o Communicate medical concepts to patients using layman's terms to

facilitate understanding.

o Rapidly learn and master varied computer programs

o Customer Service/Marketing/Problem Solving

o Oversee front-office operations and provide impeccable customer

service:

Employment History

Aerotek LLC. Tacoma, WA

06/2010- 10/2010

Comcast Business Services Retention Contractor

Responsible for providing excellent customer service experiences

to all Comcast Business customers and employees. I have attained the proven

negotiation skills, technical aptitude, analytical deductive reasoning

skills and the ability to remain professional and calm through difficult

situations in the workplace. Responsible for learning and maintaining the

latest updates in company products, programming, and marketing campaigns to

help customers by effectively selling new products and services as well as

upgrading services for customers.

Fort Lewis SJA JAG Fort Lewis, WA

02/2010- 04/2010

Volunteer Tax Preparer, GS 04 0403

Volunteer tax preparer, responsible for preparing and filing all

tax forms for military families and associates. Review and upheld the laws

and regulations of the federal government as provided in Publication 17 and

other tax documents. Worked as a VITA Volunteer at a secured site located

on Fort Lewis, Wa. Receives tax information to be entered from rough drafts

and prepares forms and schedules in final form using a tax software

program. Coordinates with supervisor to determine priorities and provides

information regarding the time frame within which completed work may be

expected. Received telephone calls and visitors and referred technical

questions to an appropriate staff member of an organization where matters

were handled informally. Worked in an organization where correspondence

processing was accomplished using informal procedures. Reviewed and checked

routine correspondence for spelling, grammar, and conformance to formats

and procedural requirements. Procured office services, stationery, and

equipment. Used advanced software functions such as desktop publishing,

database management, or spreadsheets. Performed general clerical support

duties such as receiving visitors, maintaining files, etc. Specialized

experience in performing general clerical duties to include the preparation

and review of a variety of documents from rough draft to include

correspondence, answering telephone calls and greeting visitors, scheduling

meetings and keeping a calendar, time keeping, preparing personnel actions,

and maintaining files. Qualified typist of 40 wpm.

Alorica Inc. Manhattan, KS

4/2009-6/2009

Business Care Associate

I was responsible for Maintaining files and supporting AT&T business

customers. I answered all questions regarding billing inquires, new and

current software and product inquires technical support issues, and other

general questions. I provided quality customer service to all customers. I

used various systems that I was required to multi-task together. I update

customers on shipment orders, replacements, and market dates for new

products. I supervised upcoming agents and mentor them on how to provide

quality customer service; I was responsible for turning irate customers in

to happy and satisfied customers as well. Averaged 50+ calls per day within

a call center environment while receiving above average Quality assurance

scores and average hold and handle requirements. (Contact Supervisor: Yes,

Supervisor's Name: Rochelle Doctolero)

Fort Riley SJA JAG Fort Riley, KS

12/2008- 4/2009

Tax advisor/ preparer, GS 04 0303

Receives tax information to be entered from rough drafts and prepares

forms and schedules in final form using a tax software program. Coordinates

with supervisor to determine priorities and provides information regarding

the time frame within which completed work may be expected. Received

telephone calls and visitors and referred technical questions to an

appropriate staff member of an organization where matters were handled

informally. Worked in an organization where correspondence processing was

accomplished using informal procedures. Reviewed and checked routine

correspondence for spelling, grammar, and conformance to formats and

procedural requirements. Procured office services, stationery, and

equipment. Used advanced software functions such as desktop publishing,

database management, or spreadsheets. Performed general clerical support

duties such as receiving visitors, maintaining files, etc. Specialized

experience in performing general clerical duties to include the preparation

and review of a variety of documents from rough draft to include

correspondence, answering telephone calls and greeting visitors, scheduling

meetings and keeping a calendar, time keeping, preparing personnel actions,

and maintaining files. Qualified typist, I can type (40wpm). (Contact

Supervisor: Yes, Supervisor's Name: Capt. Jack Hatfield, Supervisor's

Phone: 785-***-****)

Teletech Holdings Inc. Fairfield, AL

9/2007- 1/2008

Customer Service Associate-AARP Medicare Rx

I was responsible for maintaining files and supporting AARP Medicare Rx

customers. I answered all questions regarding billing inquires, new and

current entitlement inquires pharmacy support issues, and other general

questions. I provided quality customer service to all customers. I used

various systems that I was required to multi-task together. I update

customers on shipment orders, replacements, and market dates for new

products. I supervised upcoming agents and mentor them on how to provide

quality customer service; I was responsible for turning irate customers in

to happy and satisfied customers as well. I walked customers through

products by being knowledgeable. I gain knowledge by researching options

for all customers to help fit their medical needs. I used the company

website, and the social security administrations website to refer these

options to the customers. I corresponded with Pharmacists and doctors on

the customer's behalf regarding their prescriptions and benefits. I

enrolled new customers into various health care and prescription plans as

well. I informed new and potential customers of products, policies,

procedures, services, and benefits of AARP Medicare RX. Averaged 50+ calls

per day within a call center environment while receiving above average

Quality assurance scores and average hold and handle requirements. (Contact

Supervisor: Yes, Supervisor's Name: Wyteshia Bione, Supervisor's Phone: 205-

714-7500)

Teletech Holdings Inc. Fairfield, AL

1/2007- 9/2007

Customer Service Associate- Dish Network

I was responsible for handling inbound calls about technical support

for all Dish Equipment. Duties include sending out technicians to service

equipment as well as over the phone. Also responsible for all billing and

new account setups, maintaining files and supporting Dish Network

customers. I answered all questions regarding billing inquires, new and

current Cable packages, technical support issues, and other general

questions. I provided quality customer service to all customers. I used

various systems that I was required to multi-task together. I update

customers on shipment orders, replacements, and market dates for new

products. I supervised upcoming agents and mentor them on how to provide

quality customer service; I was responsible for turning irate customers in

to happy and satisfied customers as well. I walked customers through

products by being knowledgeable. I gain knowledge by researching options

for all customers to help fit their cable needs. I used the company website

to refer these options to the customers. I corresponded with Technicians

and Service centers on the customer's behalf regarding their Cable devices

and benefits. I enrolled new customers into various Cable plans as well. I

informed new and potential customers of products, policies, procedures,

services, and benefits of Dish Network. Averaged 50+ calls per day within a

call center environment while receiving above average Quality assurance

scores and average hold and handle requirements. (Contact Supervisor: Yes,

Supervisor's Name: Laqueta Hunter, Supervisor's Phone: 205-***-****)

Compass Bank Birmingham, AL

11/2006- 1/2007

Proof Operator

Responsible for keying in and correcting all monetary invoices such as

checks, deposits, withdrawals, and loans using a ten key machine. Reviewed

update banking laws established by the Federal Government to ensure

productivity and work ethics were productive. Specialized experience in

performing general clerical duties to include the preparation and review of

a variety of documents from rough draft to include correspondence,

scheduling meetings and keeping a calendar, time keeping, preparing

personnel actions, and maintaining files.

Berea College Work Study Berea, KY

8/2004- 5/2006

Area Coordinator

Area Coordinator for the Berea College campus life department of work

study. Responsible for overseeing a group of 10 employee students at a

time. Responsible for training new and upcoming freshmen for work study

with the campus and community. Inputs data into an automated personnel

database and record keeping system. Provides orientation and explains

matters related to employment and employment opportunities and associated

benefit programs. Procures commercial, non-commercial and specialized items

and services in support of operations, maintenance, and construction

activities for the Berea College campus. Prepares written requests for

quotations, evaluates solicitation responses as to responsiveness and

responsibility to determine most advantageous offer to the Government.

Accomplishes price and cost analysis in instances where there is inadequate

price competition available. Recommended and received award based on sound

judgment.

Education

University of Phoenix - Phoenix, AZ

Bachelors in Human Resource Management, 2010- Present GPA: 3.89/4.0

Associates in Accounting & Finance, 2009-2010 Degree Obtained in 06-2010

Contact this candidate