Customer Service Quality Assurance
Resume:
KIM WALLACE
ST. CLOUD, FL 64769
PHONE 407-***-****
***.*************@*****.***
Profile
Extensive call center Supervisory experience at the industries largest timeshare companies. Possess strong
team leadership, motivational, and coaching skills. Technically astute in telephony systems technology,
contact center metrics and balanced scorecards. Maintain a consultative coaching style and extensive
interviewing and hiring experience. Establish performance goals to meet efficiency levels, and quality
assurance standards. It is my greatest passion to motivate and inspire other to perform at their highest level
and achieve success.
Core competencies include:
Building a team that effectively supports client programs, products and services.
Driving the development of high performance customer service agents.
Leading workflow distribution and floor management to ensure service levels are satisfied.
Hiring, training/developing, motivating, coaching, evaluating and retaining qualified staff.
Maintaining service, talk/wrap time, data, and both client and consumer satisfaction levels.
Experienced project management, budget management, program development and implementation.
Skilled customer relations and resolution specialist.
PROFESSIONAL EXPERIENCE
Orange Lake Resorts Current Employment
Call Center Supervisor
Administer performance management by reviewing performance, identifying improvement opportunities,
providing effective feedback, coaching, training, professional development, and corrective action
plans.
Developed Resort Services Performance Scorecard for PBX team and Customer Services Coordinator
team. Designed training for Balanced Scorecard.
Developed Telephone and Face-to-Face Customer Interaction Evaluation System.
Perform quality checks, develop and reviewed performance reports, identify areas to improve, and
implement measures to improve performance levels and meet objectives.
Monitored interaction between staff and caustomers to ensure quality assurance standards were met by
agents.
Review call center statistics to measure staff performance and the need for improvement.
As team leader, motivated and supervised both inbound and outbound call center staff of 10 to 15 direct
reports.
Provide customer service excellence to all my internal and external clients.
Kept apprised of products, services and all internal systems necessary to the operation of a contact center.
Conducted first interviews with Resort Services Coordinators and PBX Operators.
Ensured strict adherence to company policies and procedural guidelines.
Performed Manager on Duty position as assistant to the Resort Managers
Wyndham Vacation Resorts 2003 - 2009
Call Center Supervisor
Administer performance management by diagnosing improvement opportunities, providing effective
feedback, coaching, training, professional development, and corrective action plans.
Perform quality checks, develop and review performance reports, identify areas to improve, and implement
measures to improve performance levels and meet objectives.
Conduct group training sessions for New Hires and Owner Relations Counselors.
Developed cross-training program for all three Wyndham Contact Centers.
Wyndham Vacation Resorts (continued)
Conducted the interviewing, hiring and training of over 75 customer service employees
Monitored interaction between staff and callers to ensure quality assurance standards.
Review call center statistics to measure staff performance and the need for improvement.
As team leader, motivated and supervised inbound and outbound call center staff of 20 to 30 direct
reports. Managed E-Commerce Team of 10 direct reports.
Developed a system and call scripts to facilitate the efficient management of call volume.
Provide customer service excellence to all my internal and external clients.
Kept apprised of products, services and all internal systems necessary to the operation of a contact center.
Ensured strict adherence to company policies and procedural guidelines.
CMC, Inc. 2002 - 2003
Customer Service Agent
Provided quality customer service for a high volume central processing and distribution center.
Responded to customer calls and inquiries regarding their product and service purchases.
Expedited and facilitated the escalation of customer service issues.
Cingular Wireless 2001 - 2002
Responsible for hiring training and managing performance for staff of 6 sales agents
Kept inventory ordered and directed staff in maintaining all store product displays
Conducted sales meetings and coached agents around establishment of goals and the attainment of those
goals to align with the store and company sales goals.
Performed all levels of customer service, sales, education, service and bill reviews.
Computer Skills
MS Word, Excel and PowerPoint; eQuality Symposium, Engage Timeshare Ware, HotSOS.
SharePoint.
Education
University of Memphis - Major Business Administration Minor Drama
IFREC - Florida Real Estate Agent Pre-Licensure Course
Wyndham Leadership Training
Leadership Skills
Time Management - Franklin Covey
4 Disciplines of Execution
Coaching for Performance Improvement I & II
Targeted Selection Interview Methodology Training
Excel Level I, II & III
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