Customer Service Quality Assurance
Resume:
LaNique P. Smith
Indianapolis, IN 46226
Email: ************@**********.***
Telephone: 904-***-****
OBJECTIVE: I'm actively seeking a position in the, human resources,
operations management, administrative assistance, or customer service
occupations giving me the ability to support a team of professional
individuals with my skills and expertise in these fields.
EDUCATION:
Jacksonville University 2009
Jacksonville, Florida
. Bachelor (Humanities)
FCCJ 2005
Jacksonville, Florida
. Associate Degree
QUALIFICATIONS:
. Team Leader and Management - To include the use of expert level skills
in Team Management, Agent Productivity Evaluation, Quality Assurance,
Performance Trend Analysis, Client Quality Calibration, New Hire
Education Program, Training Program, Training Transition, Coaching,
Escalation Procedures, Internal Control, Senior Management Assistance,
Workforce Management...
. Customer Service - Optimal problem resolution for both the internal
and external customer with a positive solution for the company as well
as the customer. Extensive skills in Customer Retention, e-commerce.
. Computer Literate - Proficiency in ACD System, IEX, Routings,
Customized Client Computer System, WFM, Metrics, Statistical Database,
and all MS Office Products to include MS Windows, Word, Excel,
PowerPoint, Troubleshooting.
. Bilingual - Major in Humanities with minor in Spanish.
. Trainer - Possess the unique ability to learn quickly and to teach and
tutor students in business calculus, college algebra, intermediate
algebra as well as financial and managerial accounting.
EMPLOYMENT HISTORY:
GSI Commerce, Brunswick, GA June 2010 -
Oct 2010
. Agent Relations Manager 6/10 -10/10
Convergys, Jacksonville, FL Jan 2007 - June 2010
. Command Center Associate 1/08 - 6/10
. Team Leader Intern 1/07 - 1/08
AOL, Jacksonville, FL Aug 2005 - Feb 2006
. Member Retention Specialist
HSBC, Jacksonville, FL Oct 2001 - Aug 2005
. Senior Customer Service Representative II
Contact this candidate