Customer Service Quality Assurance

K at r ina Mooney

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

H ubbard, OR 97032

Cell 971-***-****

Home 503-***-****

SKILL SUM MARY:

• Leadership

• Problem Solving

• Resource Optimization

• Team Building

• Administrative Controls

• Quality Assurance

• Planning

• E valuation

• Mentoring

• Customer Service

EXPER IENCE:

IB M LENDER BUSINESS PROCESS SERV ICES: MAY 2010-SEPTEMBER 2010

• Took inbound customer calls for servicing mortgages

• Made outbound calls to customers for mortgage payment

• Assisted with customers in need of loan modifications taking financials

Received a 3 week t raining course of all the current RESPA laws and FDCPA

v iolations

H ollywood Entertainment –July 1997-May 7 2010

Concessions & General Me rchandise Coordinator/Administrative Assistant Februa ry

2009- May 2010

• Took care of store calls and messages when they were in need of concession orders or

repairs needed for the machines in stores.

• Prepared weekly financial reports that showed if we were meeting budget.

• Communicate imperative and t ime pressing information to vendors and the stores

• Updated information in our system for business needs

• Tracked and collected Rebate checks from vendors, followed up with the missing

checks each quarter.

• Coordinated meetings within the company and vendors to discuss new product and

p roduct placement along with imperative signage and ad slicks to reach out to the

customers

• Worked directly with our Distribution Centers (East Coast, West Coast & Canada) to

ensure proper delivery times were in place for shipping or receiving of the product.

• Managed VP of department expenses, Ran reports, made copies for meetings.

Operations Supervisor -July 2007-February 2009

• Responsible for hi ring and terminating employees, Full Time and Temp conducted

F ull t ime employees yearly reviews

• Ensured daily projects were met within the 5 departments Hollywood had ( product

dvd’s, signage, returns, game product, disc repair, shipping )

• Supervised over 100 employees ensuring they were working efficiently and getting

p rojects done accurately

• Worked directly as a liaison to the Operations managers

• Started second shift which consisted of about 70 associates for the swing shift

manager got them up to speed of the current projects that needed to be finished

• Assisted with the inventories the distribution center conducted quarterly

• Assisted with the safety committee to ensure all associates were kept updated of

current procedures to stay safe

•

Call Center associate/lead- January 2000-July 2007

• Inbound call associate for Movie Gallery, Hollywood Video & Game Crazy including

Canada

Providing customer service for all needs from promotional i tems, signage to product as

well as t roubleshooting technical difficulties to guest concerns

• Attended weekly meetings with internal departments to ensure the orders for the

s tores were being handled and shipped out efficiently and communicate any issues

w ith those departments to keep the process f lowing

Selected Achievements:

• Promoted to team lead during my time within the call center, received

n umerous of customer service awards both from internal management to

external field management

• Promoted to Operations supervisor

• Established self as the go to contact for issue resolution in all of my positions

w ithin the company

Contact this candidate