Customer Service Quality Assurance

Location:

Posted:

March 21, 2011

Ashley D. Kirvin

Duncanville, Texas 75137

*********@***.***

OBJECTIVE: To obtain a management position in a growing company.

SKILLS: 60 W.P.M.

Very detailed oriented

Excellent in guest relations

Experienced in MSOFFICE, POWERPOINT, EXCEL, WORD, ACCESS, OUTLOOK,

QUICKBOOKS

EDUCATION: Duncanville High School Diploma Received May 1999

University of Phoenix Associates Degree Sept. 2009

EXPERIENCE: TGI FRIDAYS April 2007 – present

Hostess

• Creating and maintaining a friendly environment for guest as well as staff

• Very precise in identifying guest/staff needs before they ask

• Answering questions in a timely/detailed manner and building a rapport

• Selling/upselling new items on the menu

Volt Staffing/Apple Inc./GMAC Bank Dec. 2007 – Dec. 2008

Inbound Customer Service Agent

• Answering calls in a timely manner

• Providing accurate information to the customers

• Creating and maintaining a friendly rapport with staff and customers

Aegis Communication Jan. 2006 – June 2008

Inbound/Outbound Sales Agent

Quality Assurance Manager

• Selling/Upselling different electric plans for new and existing customers

• Answering calls in a timely manner for TXU Energy

• Conducting needs analysis to ascertain learning needs, performance issues, and making appropriate

recommendations

• Agent recommendations designed to motivate staff, build agent skills, reach optimum service levels and

produce exceptional customer experience

• Conducted feedback sessions/ to face, and included the agents ability to listen to his/her calls so behavior

patterns are clearly identified.