Customer Service Quality Assurance

TEIKA N. LYONS

*** *. ****** #** *********, CA 92027

Phone: 612-***-****

Email: **.*****@*****.***

OBJECTIVE

To work for a stable and growing company that will give me the opportunity

to grown and learn. To be given the opportunity to develop all my skills

and use them for the betterment of a company as well as for my own

advancement.

EXPERIENCE

GreatCall (Jitterbug)

Sr. Customer Service Rep, May 2010-Present

Aid in the development of the team by coaching and providing feedback for

Customer Service Reps to

include monitoring and scoring for quality assurance

Take inbound customer service calls

Research and resolve items relating to customer service issues

Resolve customer escalations, monitor trends, and work closely with

Supervisor, team members, and other departments to determine solutions and

apply process improvements.

Provide training and ensure that training modules have been completed for

new hires and incumbent

Customer Service Representatives

Update the coaching log, monitor adherence reports, and provide reports to

direct Supervisor and

management as needed

Motivate the team by ensuring contest participation and providing employee

recognition

Respond to Instant Messaging (IM) requests for assistance

Promote team/department partnership to support positive attitudes

Serve as Senior on Duty (SOD) (only when working a shift that is outside

Workforce Management's hours

of operation) by communicating with Customer Service's third party vendor

to maintain a balanced service

level; transferring calls to third party vendor when appropriate, and

monitoring Agent Manager.

Assure All Company and functional policies as well as standard operating

procedures are adhered to

Mentor representatives and provide valuable knowledge in support of team

performance

Wells Fargo

Mortgage Consultant and Loan Processor, Dec 28 2008-April 2010

Processing, closing and compliance on loans

Reviewing completed loan packages against system data

Correcting error to loan packages and or system

Obtaining missing information

Taking calls and discussing re-finance options

Taking information and completing application for both kinds of refinances

Checking that we have received all information to complete loans

Verifying employment information

Processed and submitted subordination information

CoreLogic Appraisal Service

Valuation Service Rep, June 2008 - July 2008 (contract position)

Appraisal order placement

Follow-up and customer service on orders

Effective communication via system notes and direct contact

Meeting turnaround times and performance standards

Proactively moving between tasks in order to be fully productive

Taking orders from clients and assigning to vendors

Communication with vendors to make sure the job is complete on time

Sprint

Assistant Manager, October 2006- January 2008

Stop customers from canceling account by offering better offers

Help with billing issues and discrepancies

Help with the training of new hires

Provide feedback to representatives

Keep track of daily stats and doing one on one

Blue Green Resorts

Quality Assurance Supervisor, June 2007-October 2007

Listen to verbal contracts, making sure everything is in compliance

Monitoring live calls to make sure they are in compliance

Sort incoming mail

Enter information from sales office

Create monthly schedule

Conduct weekly meetings

Distribute the daily work between the agents

Hewitt

Benefit Service Representative, October 2006-June 2007

Administered employee benefits plans and packages.

Managed all aspects of enrollment, change requests and cancellations

in the following benefits

plans: 401(k) retirement; medical/dental; vision; short-term and long

term disability; flexible

spending accounts and supplemental life. Conducted the annual open

enrollment process for the

various benefit plans.

. Mediated as a liaison between company employees and the

insurance providers.

.

. Recognized for resolving discrepancies with insurance

carriers, payroll hospitals and clinics

.

. Aided in the timely processing of reports to management

detailing billings and

.

. credits to/from insurance carriers, payroll and the employees

and updating any

.

. benefit changes to new or existing plans

Adelphia / Comcast Cable

Sales Associate, May 2005-May 2006

Assisted with question on billing

Up sold to higher packages

Help with it question including but not limited to

Troubleshooting internet service

AT&T /Cingular Wireless Services

Assistant Manager, October 1999-November 2005

Answer questions and escalations from reps

Help facilitate meeting/team huddles

Side by side coaching

Support team

Developmental sessions (career training)

EDUCATION

2007-present University of Phoenix

Expected graduation with BA in Business 09/2009

1992-1994 University of Minnesota

Business and Marketing courses

CERTIFICATES / AWARDS

"Spirit of Excellence"

Earned while at AT&T Wireless

*Chosen to go to Hawaii, nominated by peers for excellent work

Contact this candidate