Customer Service Quality Control
Resume:
Huntsville, AL *****
Phone: 256-***-****
*************@*****.***
Objective:
To obtain a position in customer care & to be as influential to the establishment as
possible.
Work Experience:
West Corporation. Oct. 2008- June 2010
Customer Care Representative: Customer service, retrieving inbound calls, managing
customer account information, processing payments, making payment arrangements,
ordering equipment, changing rate plans and features, educating customers on the latest
information, & troubleshooting mobile devices. Promoted to Coach position & stand-in
supervisor for escalated calls, assisting agents with information on inbound calls, creating
cases to research & resolve priority issues for customers.
Johnson Management, Call Center. April 2006- Sept 2010.
Human Resources: handling compensation discrepancies, interviewing & hiring,
performance management, organization development, benefits, safety & wellness.
Accepted position as an Assistant Manager over several teams within call center.
handling post-call surveys for third party cable installations, setting up appointments for
installers & customers, handling billing & escalated issues, researching accounts,
authorizing monetary adjustments on customer accounts, reviewing team performance
data, scheduling meetings, executing developmental plans for call center, quality control
of calls.
TeleTech Holdings, Call Center. Nov. 2005-Aug. 2007.
Customer Care Associate (CCA): update information via phone and computer for
members/ prospects, retrieve inbound phone calls, maintain member
accounts/households, enroll/ cancel enrollment, elucidate and elaborate information to
member/ prospect(s) pertaining to AARP Medicare Rx and United Health Care via phone
and mail. Promoted to Subject Matter Expert (SME), handling escalated calls & assisting
agents with questions & concerns on calls, training new hire . Promoted to Team Leader.
Supervisor over 10-13 agents, creating developmental plans to improve work ethic, set
employee goals and objectives, review performance data (financial, sales and activity
reports) to monitor and measure productivity, goal progress and activity levels, reviewing
performance statistics of individual agents, executing disciplinary actions, reporting
information to higher managers, handling escalated calls, quality control, training new
hire.
Education:
Fairfield High Preparatory School. August 2000- May 2004
University of Hawaii. August 2004- May 2005
Business Administration and Accounting
Cumulative GPA: 4.0
Miles College. August 2006- January 2007
Business Administration and Accounting
Cumulative GPA: 3.9
Awards: Art Scholarship for the University of Kentucky. March 2004
Editors Choice Award for Outstanding Achievement in Poetry. October 2006
Reference(s): Available Upon Request
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