Customer Service Quality Assurance

Della M. Owens

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

Pittsburgh Pa, 15221

Phone 412-***-****

EMAIL: ***********@*******.***

SUMMARY OF QUALIFICATIONS:

Strong customer service skills Excellent written and verbal communication skills

Multi-line Phone experience Complaint Handling/Dispute Resolution, problem solving skills

Proficient in Microsoft Software Proofreading/counting large money, ability to deal with confidential

Over sees employee data

PROFESSIONAL EXPERIENCE:

Turtle Creek Valley MH/MR Homestead PA April 2008 til present

Senior Resident Advisor/Assistant Supervisor

Complete functional assessment, Absentee, ISP meetings, complete Qualifacts.

Attended supervisor meetings, complete Resident Advisor schedules,

follow up on doctor appointments, over sees RA, complete monthly inspections, fire

inspection, and site inspection. Direct care, complete HCSIS, comply with HIPPA

OSHA regulation

First Commonwealth Bank Southside Works PA August 14 til April 2008

Teller Representative

Customer Service, sales and referrals

Maintain tracking and assignment systems (in Access).

Review outgoing materials for completeness and accuracy attachments, dates,

and signatures.

Cash checks, deposits, balance drawer/ Mac machine

Laidlaw Bus Company Rankin, PA May 04 to June 06

Bus Driver

Supervise children to and from school

Maintain bus for cleanliness and safety

Daily log tracking to ensure prompt pick up and drop off

Better Business Bureau Pittsburgh, PA August 03 to February 04

Internship

Responsible for mail merges, mass mailing preparations, and tracking account

Provided customer service by daily phone interaction

Data Entry and filing of cases in completion of timeliness

Supervisor /Customer Service Representative McKeesport, PA October 97 to August 03

Dish Network

Coaching /supervising employees with phone techniques, quality assurance

Managed a high-volume workload within a deadline fast paced environment

Evaluate employees recommend products and services and sales

EDUCATION:

Bachelors Business Administration/Management May 2006

Point Park University, Pittsburgh, PA

Associate in Business Administration May 2003

Duffs Business Institute, Pittsburgh, PA

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