Customer Service Quality Assurance

Allan R. Ramirez

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

Carson, California 90745

310-***-****

*****.*********@*****.***

Objective:

To obtain a position as a Customer Service Representative in an

environment where I can fully utilize my experience, skills and

abilities for the betterment of the organization.

Qualifications:

. Exceptionally well organized and detail oriented

. Bilingual, can speak both Tagalog and English fluently

. Excellent communication and interpersonal skills

. Ability to interact with the public in a professional and

courteous manner

. Function well, independently and as a team player and able to

efficiently prioritize

. Proficient in MS Office

Administrative Skills:

. Strong knowledge and experience in data entry, filing and

updating records

. Experienced in various business correspondence documents

. Ample knowledge in general office procedures and usage of

office equipment

. Proficient in MS Office, creates word processed documents, excel

spreadsheets, PowerPoint and Outlook

. Team player and able to efficiently prioritize

Customer Service Skills:

. 6 years of experience in the call center industry as a

telemarketer, customer service and quality assurance associate

. Awarded with Quality Assurance Associate of the year 2007-2008

. Reliable, dependable and highly motivated individual, handled 6

of 10 accounts of previous company and produce high quantity

and quality of work

. Ability to manage multiple tasks in a fast paced environment

Experience:

2007 - 2009 Havenlink Solutions

Inc.

Quality Assurance Associate Ortigas, Pasig

City, Philippines

. Monitor phone calls to ensure employees are in compliance with

the rules and regulations of the organization

. Participates in designing and usage of call monitoring formats

and quality standards

. Trained, coached, assist and gives feedback to employees in

providing quality customer service

. Calibration with the client and top management in identifying

and solving quality issues

. Creates and analyze performance evaluations of employees to

superiors

. Administrative support and data entry performed to Quality

Assurance Manager

2003 - 2007 Touch Asia Contact

Solutions

Call Center Agent Makati, Philippines

. Contact prospective clients to sell products and services, and

request donations for charitable causes

. Interact with the customer in response to inquiries, concerns,

solving problems and complaints

. Excellent communication skills both verbally and written

. Document all activity using a "Call Tracking System"

. Creating reports to superiors

Education:

June 1993 - March 1997 St. Cecilia's

Academy

High School/Secondary Level Pateros,

Philippines

Contact this candidate