Customer Service Quality Assurance

**** ****** ***** ***** . ******, NC *****

Phone 919-***-**** . E-mail ***************@*****.***

Jacqueline Nicole Gwynn

Objective

To obtain a career where my diverse background in customer service

and training can improve processes, enhance operational efficiency,

and promote organizational changes within a fast -paced work

environment.

Functional summary

Quality Assurance Representative with impeccable customer service

skills and key skills include but not limited to:

Facilitation

Multitasking

Flexible

Reporting

Operations

Communication

Problem Solving Skills

Action Oriented

Project Management

Call Center procedures

Six Sigma (Yellow Belt)

Adult Education

Result Driven individual

Instructional Design

Mentoring

Employment

2004 - Fidelity Investments

Durham, NC

Quality Assurance Representative

April 2009 - Present

Provide training, coaching, feedback and assistance to call center

representatives to make sure they understand new policies and

procedures for quality

Monitor phone calls to ensure call center employees comply with the

rules and regulation of the organization.

Help call center representative use the most effective and efficient

means for handling phone calls without sacrificing customer service,

while achieving the stated goals.

Develop training materials and process improvements to streamline

customer associates experience with cross practice applications.

Benefits Analyst

September 2006 - April 2009

Research and analyze complex issues for customer and participants.

Trained new hires and existing associates on subject matters for

client.

Facilitated new hire trainings in the absence of trainers to provide

insight on real life situations and processing needed within CSS

role.

Collaborated with management team to provide feedback and obtain

suggestions on how to improve call center processes and customer

satisfactions.

Implemented a feedback questionnaire and survey system in order to

improve in training for new hires.

Reported project milestones to senior level management.

Six-sigma yellow belt analyst.

Responsible for the completion of cross-organizational project

deliverables.

Documented procedures and training across organization

Examined and created reports to identify trends in customer

satisfaction to identify areas of improvement for the call center.

Human Resources Customer Service Representative February 2005 -

August 2006

Handled complex HR issues and provided HR applications support for

client.

Lead call flow efficiency six sigma project.

Participated in associate trainer program and facilitated several

training classes.

Train CSS associates and new hires on subject matters for client.

Coordinated training sessions including but not limited to scheduling

sessions, class roster maintenance, material distributions, and

feedback questionnaires.

Provided feedback to managers on new hire performance.

Designed, implemented, and monitored accurate transfer project to

increase productivity and associate efficiency.

Developed, implemented, administered, and tracked new process

improvements and training initiatives with the department.

Health & Welfare Customer Service Representative June

2004 - February 2005

Able to handle high complex call volumes.

Assisted management team within mentorship program of new associates

to ease transitions.

Education

2008 University of Phoenix

Phoenix, AZ

Doctor of Management in Organizational Leadership with a

Specialization in Information Systems and Technology

2005 - 2007 University of

Phoenix Phoenix, AZ

Master in Business Administration / Human Resources Management

2000 - 2003 North Carolina

Central University Durham, NC

Bachelor in Business Administration/ Finance

Professional memberships

Phi Beta Lambda Incorporated

SHRM

Languages

English - Spanish

References upon request

Contact this candidate