Customer Service Quality Assurance
Resume:
Johanna Gil
**********@*******.***
SERVICE PROFESSIONAL
Skills
I have an excellent background in public
communication and knowledgeable in customer
satisfaction. I have excellent verbal and
interpersonal communication skills. I have and can
demonstrate proficiency in keyboarding (computer).
Can Demonstrate computer skills at 49+ words per
minute, including the Windows operating
environments. I have experience working with
multiple computer applications at the same time,
while interacting with customers. I have the
ability to resolve customer conflicts quickly and
effectively, and have ability to follow defined
policies, processes and procedures. I also have
critical performance skills: decision
making/problem solving, tolerance of ambiguity,
coping, and customer focus.
Work Experience Jan 2011-May 2011
IEHP
San Bernardino, CA
Bilingual Quality Assurance Specialist
I monitored a select number of agents and
delivered feedback within an acceptable
time frame. I then calibrated quality
assurance scoring with Supervisors, and
Trainers on a regular basis. Achieved and
maintained an acceptable score.
Participated in staff meetings and
coordinating sessions with staff personnel
to exchange ideas and information. I
also provided regular accurate reporting
of Q/A results on a weekly/monthly basis.
Participated in the ongoing improvement
and re-engineering of call center
processes; continually examined
opportunities for quality improvements and
adherence. Participated in yearly HEDIS
patient record collection.
March 2010-Nov. 2010
(Banc Force, Temp. Position)
Community Bank
Yucaipa, CA
Bilingual Customer Service Teller
I accepted and processed deposits, savings
withdrawals, loan payments, credit card
advances and cash checks within prescribed
limits. I actively participated in branch
promotions and cross-sold bank products.
I also completed miscellaneous duties as
assigned.
January 2010 - March 2010
(Apple One, Temp. Position)
Springboard
Riverside, CA
Bilingual Certified Bankruptcy Counselor
I completed a pre-bankruptcy counseling
session with my clients. I included an
evaluation of a personal financial
situation, there was always a discussion
of alternatives to bankruptcy, and a
personal budget plan created. Once I
completed the required counseling, I sent
a certificate from our counseling
organization that is approved in the
judicial district as proof of completion
for my client.
July 31, 2007- January 2010 US
Bank Moreno Valley, CA
Bilingual Customer Service Rep - Teller 1
I Served as window Customer
Representative, performing all duties
related to on-line and off-line procedures
and transactions. I accurately performed
all basic customer transactions to
include, but not limited to, deposits,
withdrawals, exchange cash, negotiable
items, redeemed bonds and coupons. I
demonstrated an understanding of all
products and services offered by US Bank,
while promoting these products to new and
established customers.
Feb 16, 2004 - April 2007
Verizon Wireless Irvine, CA
Bilingual Customer Service - Coordinator
As a Coordinator I handled a high volume
of inbound customer calls; researched and
resolved advanced billing inquiries;
explained products and services;
troubleshoot service equipment issues,
prioritized and organized daily follow-ups
insuring timely resolution. I evaluated
customer concerns and resolved problems to
the customer's satisfaction.
I assisted our call center's Resource
Management Team as a back up during their
weekly meetings, providing attention to
managing service level in efforts to
achieve a goal of 80%. I also maintained
accurate record of exceptions in the
adherence line and in IEX. I assisted my
supervisors as their Quality Captain, also
trained reps on requests of new material.
Previously assisted with new hires with
proper training and knowledge to be
prepared for call center floor.
Languages Bilingual; Write, read and speak Spanish
and English
Certificates
Education NFCC Certified Housing Counselor
NFCC Certified Consumer Credit Counselor
1995 - 1999 Santiago High
School Corona, CA
GED Diploma
Graduated with honors 4.0 GPA
Played Junior Varsity Volleyball-1 year
Involved in Latin High School
organization, M.E.C.H.A
Involved in AVID; Advanced Via Individual
Determination program
Received Dollars for Scholars Scholarship
June 1, 1999
1999-2005 Riverside Community
College Norco, CA
Part time student. No Diploma Attained
Yet
No longer attending
References Furnished Upon Request
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