Customer Service Quality Assurance

Location:

Posted:

January 20, 2011

Experience

Administrator of consumer Affairs, Turtle Wax, 8/2004 - 4/2009

Reported valuable consumer & customer data feedback to Executive Staff on a

monthly basis; Tracked product trends through Consumer Excel database;

Assisted with basic lab testing of new products and claim samples;

Assisted with transitioning and training representatives with portions of

the Consumer Affairs responsibilities to a local call center; Managed

Consumer insurance and alleged damage claims by negotiating settlements;

Participated in a Problem Solving class and team using Six Sigma elements;

Processed consumer refund requests bi-monthly; Facilitated and Optimize

This team meeting once a month discussing company cost saving goals;

Briefly assisted in the Accounting dept. of the Auto Appearance Division.

Sr. Consumer Relations Coordinator, Turtle Wax, 2003-2004

Assisted consumers through daily correspondence, phone calls and emails;

Maintained Consumer insurance and alleged damage claims by negotiating

settlements; Trained co-worker with portions of the Consumer Relations

responsibilities.

Customer Service Representative, Turtle Wax, 2001-2003

Managed 100+ accounts; Entered Customer orders through an AS/400 database

system; Tracked Customer orders; Assisted Turtle Wax Industrial Sales team

with special customer orders; Trained Customer Service Representatives to

answer Consumer product inquiries.

Consumer Relations Representative, Turtle Wax, 1998-2001

Assisted Consumer Relations Supervisor with all aspects of the dept.;

Assisted Quality Assurance Director with administrative responsibilities;

Assisted Consumers through daily correspondence, phone calls and emails;

Briefly assisted the Customer Service dept. with clerical

responsibilities.

Education

University of Illinois at Chicago, Chicago, IL - Bachelors Degree in

Communications;

Richard J. Daley College, Chicago, IL - Associate in Arts Degree