Quality Assurance Customer Service

Martha Sanchez

**** ********* **** **. #*

Salt Lake City, Utah 84119

Cell Phone: 801-***-**** / Email: *****************@*****.***

Objective:

I am confident that my skills and experience can help you deliver the

standards of service your customers have come to expect. I strive to

exceed customer/employer expectations by delivering second-to-none service.

Maintain customer centricity in all initiations and interactions, always

putting the customer first.

Relevant Skills:

I enjoy meeting people and have an aptitude for dealing with the public. I

am able to answer questions, get to the root of issues, and maintain a

friendly and professional attitude at all times.

I can also be firm and polite at the same time, and enjoy figuring out the

best ways to get my meaning across to others.

Bilingual English / Spanish. I can speak, read and write fluently in both

languages.

I am a team player, and enjoy working well with others to get things done.

I'm also capable of running things on my own when the situation calls for

it.

I can work quickly and effectively under a rushed deadline or tight

schedules and am flexible enough to change direction at a moment's notice

when needed.

Qualifications

Bilingual English / Spanish

Expert in customer care/ communications, problem solving, relationship

building, and user training.

Extremely productive in a high volume, high stress, environment.

I am dependable, honest, and punctual.

I am a self starter with a can do attitude.

Work Experience

Regis Salon Distribution Center - Sept 2004 to Dec 2005

I worked in a warehouse environment which enabled me to perform different

tasks. One of them was Order puller or pick to light, filling customers

orders. Stocking merchandise as well as inventory. I was learning to drive

the forklift as well as the pallet jack. Operated a hand held scanner. .

This was a very fast paced job, and I loved it.

Utah Title Loans - June 2003 to July 2004

As a Loan Specialist I assisted customers with loan application, asked for

all the required documents then proceeded to enter it in the system. As

well as verifying bank accounts and employer. I made Title Loans and

Payday Loans as well. Customers who could not speak, read or write

English, I assisted them with filling out the application.

Farmland Foods Supervisor - March 2002 to May 2003

As a supervisor I provided training and support to staff. I worked with

other supervisors on related tasks and made some suggestions to improve

company operations, which were implemented.

Aetna US Health Care - February 2000 to March 2002

As a Benefit Specialist I explained policies, regulations and rate

structures. Dealt with customer's confidential information. Answered

questions regarding status of various accounts and attended to problems or

complaints from customers by phone.

Teleperformance USA - November 1996 to January 1999

Customer Service Representative / Quality Assurance Verifier/ HR Assistant.

As a CSR I consulted with the customer about the product, service needs or

their wants. There was very little time between telephone calls, as soon as

I finished one call I immediately moved on to another starting with a fresh

friendly attitude with each customer. As a Quality Assurance Verifier I

made sure that company policies were being followed and that the company's

customers received an adequate level of service. As an HR Assistant I

interviewed interested candidates, both in English and Spanish. (due to the

bilingual department) made an overall review, and gave it to my Supervisor

for final decision.

Achievements:

My achievements include:

. Responded to over 85 customer calls daily and solved 90% of their

concerns.

. Served customers in a positive way, receiving 100% on monthly

evaluations.

References:

I can provide these on request.

Contact this candidate