Customer Service Quality Assurance
Resume:
Christina Hammond
**** ******** ***. *******, ** 79703 Phone: 432-***-**** *******.*********@*****.***
CUSTOMER SERVICE
A highly qualified individual seeking a position in a professional establishment where my abilities would add
to the overall efficiency and productivity of the workplace.
KEY SKILLS
Reasoning:
The ability to isolate the root causes according to prescribed set of guidelines
Ability to learn and undertake new tasks and processes on a rapid and consistent level
Demonstrate sound judgment
Communication:
Exceptional communication and people skills that range from phone to one-on-one conversation
The ability to effectively present information clearly and concisely
Computer Skills:
The ability to listen and respond while keying into automated system
The ability to thoroughly learn client-specific software and hardware (Windows or Mac environment)
Able to accurately type 50+ wpm
General and advance technology knowledge, including operating systems, basic internet navigation, hardware components, software,
networking components (video, data, voice), peripherals, and email applications.
Experienced in Microsoft Office: Word, Excel, Outlook, PowerPoint, Publisher, Access
Professional Experience
2010 2011
Warren Cat – Midland, tx
Customer Support Call Center Rep
Directed customers to appropriate departments
Handled inquires on product service and promotions
Inbound and outbound calling
Telvista – Odessa, TX 2004 – 2008 / 2009 – 2010
Level 2 (agent), Level 3 (mentor), Quality Assurance (support staff)
Level 2 (agent):
• Assisted customers through documented process of fixing their client specific equipment, application problems and
basic business network setup.
• Used product information, multiple client tools, client specific reference materials, scripting, general technical
knowledge, and customer service skills and problem solving skills to diagnose and solve customer problems.
• Answered incoming inquiries responds to customers’ needs and issues by asking effective questions and gathering
proper information.
Level 3 (mentor):
Assisted and coached level 2 agents over the phone and thru chat program with troubleshooting and resolving customer issues.
Approved/Denied network escalations tickets setup by Level 2 agents.
Escalations Supervisor: assisted irate customers with their issues until fully resolved with frequent contact to the customer as
well as direct communication with other departments.
Quality Assurance (support staff):
Evaluate agents by live and remote monitoring to maintain and/or improve adherence towards
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company requirements
Provide side by side feedback of evaluations to agents with supporting reference documents.
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Participate in weekly calibration sessions with client’s managers and supervisor to ensure scoring is
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consistent
Collect and analysis data and arrange data in reports for supervisor.
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Support quality audits by conducting small audits of department.
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Support document control by tracking document change control, revisions, dates, signatures etc.
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Christina Resume Page 1
pomeroy it solutions – Midland, tx 2008 2009
Desk Side Support Technician
Respond to employees various requests or problems
Provide Desk side support for end-users
Set up employee workstations and performed necessary backups
Maintain printers, fax machines and other related machines
Education
Midland College 2002 to 2005 / 2009 to Present
Odessa College 2007 to 2008
Kermit High School 1999 to 2002
Christina Resume Page 2
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