Customer Service Quality Assurance
Resume:
Orangevale, CA *****
Phone: 209-***-****
***************@*****.***
Cindy Miller
Objective With over 10 years in the customer service industry, dealing
with a diverse clientele, I have the experience and
leadership to overcome any potential obstacle that may
present itself.
Technical Skills Microsoft Excel Microsoft Access Microsoft
Outlook Compass
Microsoft Word Microsoft Power Point Witness NICE
TAM
Ten-Key
Experience 2008-2010 Farmers
Insurance
Administrative Assistant/Agent
Responsible for marketing throughout Sacramento.
Answer phones, file and faxing.
Identify prospective customers using established lead
methods.
Counsel and advise prospects and policyholders on matters of
protection and coverage.
Create and manage an executive sales strategy.
Maintain client confidential files.
Develop and maintain business relationships with
policyholders and within community.
Process auto, home, life and other insurance products.
Experience 2005 - 2008 California State Automobile
Association
Quality Assurance Analyst
Coaching and developing teams daily.
Develop, maintain and monitor unit standards, processes and
procedures to ensure efficient, accurate and measurable
processing.
Work individually with supervisors and Agents to improve
quality and customer service.
During times of business need, I have traveled out of state
to other call centers to train and develop new agents.
Consistently meet deadlines for month end reports on Quality
and performance.
Responsible for facilitating weekly huddles and
calibrations.
Continually evaluate and maintain a high standard of
excellence in customer service by interfacing with Agents,
Supervisors and Division Managers.
Identify and develop plans of action for Agents to improve
levels of customer service.
Willing to volunteer for any project, assignment, or report
to keep current on all aspects of the call center
environment.
Developed and tested a new database that was deployed
company wide.
Helped create and develop new quality program for the
contact centers.
Develop the quality feedback form for the contact centers.
Able to analyze work process and make recommendations to
improve agent efficency to streamline Department of
Insurance guidelines.
Coach teams to identify opportunities to cross sell and up
sell, based on the members needs.
Able to assist taking inbound calls during high call volume
and peak days.
Experience
2000-2005
TeleTech
Quality Assurance Analyst/Trainer
Trained new hire agents.
Trained tenured agents on updated insurance guidelines.
Cross trained agents on new lines of business.
Coaching and developing teams daily.
Work individually with supervisors and Agents to improve
quality and customer service.
Able to assist taking inbound calls during high call volume
and peak days.
Able to defuse difficult calls.
Consistently meet deadlines for month end reports on Quality
and performance.
Identify and develop plans of action for Agents to improve
levels of customer service.
Coach teams to identify opportunities to cross sell and up
sell, based on the members needs.
Education 1998-2000
To date I have taken courses in Education, Business and
Accounting.
Fire and Casualty Insurance License; Life Insurance License;
#0D10126
Effective Leadership Certification of Completion
Personal I am accustomed to accepting responsibility, displaying
Attributes leadership and delegating authority. I am capable of working
with and through people at all levels. I am eager to utilize
the knowledge gained through work experience and education
in making a positive impact in my work environment.
Contact this candidate