Customer Service Quality Assurance
Resume:
Tracy Thomas
*** *** **** *** ****** City, AL ***70
************@****.***
SUMMARY OF SKILLS AND QUALIFICATIONS
. Over 7 years experience in providing a wide variety of routine
clerical support.
. Proficient in organizing and maintaining document management systems
for electronic and paper documents.
. Technologically literate with strong computer skills; proficient in
Microsoft Word, PowerPoint, Excel, Outlook. Type over 40 WPM.
. Excellent communication and analytical skills; detail oriented, and
adaptable.
. Ability to obtain and maintain applicable security clearances in
compliance with government regulations and requirements.
. Proven customer service experience.
RELEVENT EXPERIENCE
Aflac
Customer Service IV
May 2010 to Present
. Review insurance policy terms to determine whether a particular loss
is covered by insurance.
. Confer with customers by telephone to provide
information about products and services, to take or
enter orders, cancel accounts, or to obtain details of
complaints.
. Keep records of customer interactions and transactions, recording
details of inquiries, complaints, and comments, as well as action
taken.
. Process point of call transactions to include: bank
drafts, deletions, reinstatements, cancellations,
transfers, and reoccurring credit card billing.
. Recommend improvements in products, shipping service, or billing
methods and procedures to prevent future problems.
. Handled customer complaints in a professional manner and successfully
diffused volatile customer situations.
. Referred unresolved customer grievances to designated departments for
further investigation.
Aflac
Quality Assurance Specialist IV
January 2008 to May 2010
. Audits, monitors, and evaluates the quality of service provided;
documents quality issues and performance measures for further analysis
and review; gather information to assist in the feedback and formal
education of an individual; develops appropriate documents formats
(reports, spreadsheets, graphs, etc.) as needed to report findings;
works with others to develop and maintain efficient work processes;
documents/inputs findings into database; reviews procedures/processes
and recommends enhancements as needed to improve efficiency,
turnaround time, productivity, and quality.
. Identifies, documents, and updates administrative rules providing
information to communications teams for documenting of procedures and
in accordance with established format and style guidelines.
. Update and communicates changes to administrative rules as
appropriate.
. Acts as a subject matter (SME) in the development of business system
rules; receives general direction.
. Audits/monitor program performance after implementation of correction
action plan (s) to prevent reoccurrence of program operating problems
and ensure efficiency of operation; participates in division-initiated
projects and tasks.
. Research current quality concepts to assist the division with
implementation of concepts to improve processes.
Aflac
New Accounts Clerk I, II, III/Customer Service
June 2003 to January 2008
. Compile information about new accounts, enter account information into
computers, and file related forms or other documents.
. Investigate and correct errors upon customers' request, according to
customer and account records.
. Review files, records, and other documents to obtain information to
respond to requests.
. Prepare meeting agendas, attend meetings, and record and transcribe
minutes.
. Answer telephones, direct calls, and take messages.
. Monitor and direct the work of lower-level clerks.
Aflac
Administrative Clerk
August 2002 to May 2003
. Operate office machines, such as photocopiers and scanners, facsimile
machines, voice mail systems, and personal computers.
. Type memos, correspondence, and assist guests in a professional,
friendly and hospitable manner.
. Maintain and update filing, inventory, mailing, and database systems,
either manually or using a computer.
. Troubleshoot problems involving office equipment, such as computer
hardware and software.
. Review files, records, and other documents to obtain information to
respond to requests.
. Provide administrative support to other departments as needed.
EDUCATION
Associates in Business Administration
Troy University, Fort Benning, GA
B.A., Criminal Justice (Junior Status) Graduation January 2012
Troy University, Fort Benning, GA
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