Customer Service Quality Assurance

Jennifer Sims

**** ******** ***** **

Ruskin, FL 33570

*********@*****.*** 727-***-****

MANAGEMENT AND TRAINING SUMMARY

Customer Service Management Professional with experience in resolving

customer service issues, developing training programs for CSRs, and

managing quality assurance across financial, telecommunications and retail

industries. Ability to manage customer service staff, execute training

plans, and resolve problems. Highly team-oriented with recognized

initiative and leadership ability. Areas of expertise:

Training and Development Executive Reporting Financial Services

Industry

Issue Resolution SLA Management Telecommunications

Industry

Customer Service IVR Flow Design Retail Industry

Management

Escalation Management Quality Assurance Consumer Goods Industry

Call Center Management Business Process Design Automotive Industry

PROFESSIONAL EXPERIENCE

Kobie Marketing, St. Petersburg, FL 2007 - Present

Customer Service Coordinator, Team Leader

Manage customer service center for clients including Royal Bank of Canada,

Verizon, and Flagstar Bank - serving more than 500,000 consumer and

business customers. Frequently interact with client and Kobie executives,

including VPs and Program Directors, to resolve complex customer service

issues and train CSRs. Manage weekly service level agreements (SLAs) for

client executives and identify areas of improvement.

. Document call center procedures and policies for Verizon, Royal

Bank of Canada, and Flagstar Bank credit card loyalty programs,

including Visio IVR process flows and scripts

. Consult with client services department and call center agents to

ensure quality assurance and accuracy of information is provided to

credit and debit cardholders

. Develop and execute training program for CSRs and client services

department

. Distribute member issues to appropriate departments, ensure timely

responses and satisfactory resolutions

. Prepare SLA reports for executive management team on a weekly basis

. Update training manual and provide quarterly call center training for

newly acquired programs

. Design and implement improved process flows and operational policies

. Provide on-going team leadership and management in the form of

appropriate direction, coaching and feedback to CSRs and senior

management to maximize program performance

. Process all required affidavits for reship requests for all reward

programs

. Resolve over 100 escalation tickets per week

. Perform special projects when requested by senior management

AAA Auto Club South, St. Petersburg, FL

2000 - 2007

Emergency Road Service Specialist II

Managed and trained customer service representatives for customers seeking

emergency road service. Frequently interacted with call center management

and resolved complex customer service issues.

. Supervised an average of 20 CSRs for AAA Auto Club South

. Educated AAA members on benefits, incentives, and partnership programs

. Cross-trained CSRs in emergency road service department

. Mentored experienced and newly hired employees

. Assisted supervisors and management in responding to

inquiries/complaints from members

. Acted as membership sales representative for current and new members

. Gathered information to initiate road service

Jennifer Sims Page Two

Department of Labor, St. Petersburg, FL 1997 - 1998

Customer Service Specialist

Managed job search activities for recipients receiving government

assistance. Handled customer service issues and assisted management with

various administrative tasks.

. Operated switchboard for the WAGES program

. Set appointments for WAGES participants for required activities

. Performed various administrative tasks when requested by case workers and

management

EDUCATION

Master of Business Administration - Management, American InterContinental

University, February 2006

Bachelor of Science, University of South Florida, Business Administration -

Marketing, December 2004

Associate of Arts, Business Administration, St. Petersburg College, July

2001

COMPUTER SKILLS

Microsoft Excel, Visio, Word, PowerPoint, and Outlook for Windows XP, 2007,

Vista

Type 60 wpm

REFERENCES

Available upon request

Contact this candidate