Customer Service Quality

Lamonte Waddy

*** ******* **** **, *******, GA **331

770-***-**** ********@*****.***

SUMMARY

Customer Relations Specialist with extensive experience leading operations

/ project teams, identifying business development opportunities and risk

factors. Managed resources, timeframes, multiple priorities, and create

strategic partnerships that achieve aggressive goals. Highly skilled in

driving down costs while increasing quality and efficiency through training

and process improvements. Excellent relationship management, problem

solving and customer relations skills. Analytical, meticulous and detail

oriented. A creative thinker, with pragmatic business sense who drives

organizations to exceed business goals and clients needs.

PROFESSIONAL SKILLS

MS Office: Word, Excel, PowerPoint, Customer Relationship Management

Access, Outlook (CRM)

Project Management Lotus Smart Suite/Lotus Notes

DB2 (Query)

PROFESSIONAL EXPERIENCE

IBM CORPORATION, Atlanta, GA

Customer Relations Specialist, 2000 - 2010

Evaluated business unit's needs and provided data and recommendations for

strategic marketing decisions.

. Identified business development opportunities by applying inventory data

mining and competitive analysis strategies.

. Developed a partnership with clients to enhance growth of business

channels by providing on-time and in-scope deliverables.

. Collaborated with managers in strategic planning sessions to develop new

quality processes, problem solving techniques and provided

recommendations to minimize costs while building profitability.

. Served as liaison with onsite representatives and assisted with policy

specific inquiries from customer base.

. Implemented creation of quality service team, which reduced errors of

routed items by 80%.

. Led team responsible for day-to-day review of researched items sent to

sales and correspondence divisions.

. Drove improvements to enhance quality by introducing re-engineering and

efficiency improvement processes.

. Increased customer satisfaction by introducing a strategic plan to

improve the Inventory Tracking Reporting (ITR) system to include

additional customer demographic information.

. Ensured customer service levels were met or exceeded by monitoring daily

inbound/outbound call activity for optimal response times and quality,

and initiating corrective actions as needed.

Account Coordinator, 1995 - 2000 (Contract Employee from 1995 -1997)

Analyzed customer inventory data to validate customer contract information

and to provide product and service recommendations.

. Increased customer satisfaction rates in a call center environment by 8%

year-to-year by developing customer-specific recommendations, based on

historical data and marketing analysis of obsolete customer inventory.

. Functioned as a call center internal quality auditor for Customer Service

departments to counsel agents on customer satisfaction techniques.

. Managed customer inventory data to ensure customer contract information

is appropriately updated; leveraged results to make information-based

recommendations to inbound customers.

. Managed incoming service requests via phone, email and call tracking

system on a daily basis.

EDUCATION

MBA, Project Management, Keller Graduate School of Management,

Atlanta, GA. (In Progress)

BS, Business Economics, Florida A&M University, Tallahassee, FL.

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