Customer Service Quality Assurance

Name: Janet Stovall-Ingram

Address: **** *. ******** ***

Chicago, Il 60617

Cell Phone: 708-***-****

E-mail: ******************@*****.***

Customer Service Professional/ Team Leader

A seasoned professional with exceptional leadership skills. Detailed oriented with the ability to multi-task

effectively. Confident and poised in interactions with individuals at all levels. Skill set also includes superior

verbal and written communication skills, delivering presentations, handling escalations with fortitude and

sensibility to create a win-win situation for both the customer and company. Problem solver with the ability

to consider all options before making decisions. Business expert in improving performance and driving

results. Broad knowledge of diverse departments and overall corporate objectives. Likeable with a great sense

of humor, and the willingness to be a team player.

Employment History

11/2008-03/2010

Netcost Claim Services

Gather information from Insurance policy holders and Fleet drivers in order to process either a vehicle glass

claim or a roadside claim. Contract a vendor either to replace the glass on a vehicle or provide road service to

a driver. Take into careful consideration the cost of the service as to insure I am creating a profit for the

company.

05/2007 – 05/2008

Republic Airways Holding Company

Shuttle America

Indianapolis, IN USA

Flight Attendant

Integral part of ensuring the safety and comfort of airline passengers. Responsible for presenting a

professional and courteous image as a front-line representative for our code-share partners (United Express

and Delta Connections).

04/2006 – 05/2007

The Indiana Hand Center

Indianapolis, IN USA

Patient Services Concierge Supervisor

Directed and lead a team of 3 to insure the highest level of patient care and service. Responsible for patient

registration including updating insurance information into system, co-pay collection and account balance

collection activity. Also responsible for ordering forms and supplies needed for the front desk and clinical

areas. In addition, directed the workforce and assisted in preparation of patient charts for next day clinical

visits.

04/1995 – 04/2006

SBC/AT&T

Greenwood, IN USA

Call Center Manager

Lead, motivate, coach and develop 170-200 front-line service representatives engaged in the resolution of

customer service issues and the sale of AT&T consumer products and services. Provide support and training

to services representatives on procedure inquires and customer escalations. Position AT&T as the premiere

telecommunications provider by managing representative’s sale of high speed internet service, long distance,

cellular service and digital television. Responsible for timely review and management of all aspects of

employee performance, including goal attainment, quality assurance, productivity, attendance and career

planning... Perform frequent data analysis resulting in establishment and implementation of weekly action

plans designed to produce individual and team goals that meet or exceed revenue objectives. Produce written

documentation utilizing Microsoft Word, Excel, PowerPoint and Access. Interpret contractual agreement with

the Communication Workers of America and resolve first step grievances.

Maintenance Administrator (With SBC/AT&T)

Provided inside assistance to the outside service field. Coordinate workload for outside field technicians to

insure maximum productivity. Monitor various reports to assist in meeting customer and regulatory

commitment, status service field and customers on orders and trouble reports.

Customer Service Representative (With SBC/AT&T)

Successfully handled customer inquiries and processed service orders. Determined customers’ service

requirements and made appropriate product and service recommendations. Investigated and resolved a wide

range of customer complaints and problems with fortitude and sensibility. Worked to meet service goals and

deadlines designed to promptly handle the customer’s and Ameritech’s needs. Peer coached on sales

techniques and served on numerous committees to improve the office revenue attainment...

3 Ranked among the top 10% in the Ameritech five state regions in sales revenue

4 Earned the Vice President’s Award.

5 Earned Best Practices Award.

Education:

Columbia College of Missouri

Business Management (completed 39 credit hours)

Pivot Point International

Cosmetology (graduated March 2010)

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