Customer Service Quality Assurance

Tiffany Ann Jones

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

Rio Rancho, NM 87144

432-***-****

QUALIFICATIONS

Collections of insufficient and delinquent items

Accounts Payable / Receivables

Computer literate

Oracle and DOS Based Collection Software

*Microsoft Excel/Word/Access/Outlook

*QuickBooks

*Windows '95, '98, '00, NT, XP, ME

*Internet Explorer

Data Entry (Numeric 11,160 KPH, Alpha-Numeric 10,230 KPH)

Multitask oriented

Exceptional communication and customer service skills

Basic office skills (filing, typing, phones)

Basic Website HTML Knowledge

2006-2008 Sitel, Outsourcer Coach (Supporting Blizzard Entertainment)

Job duties included, coaching and developing a team of 15-30

representatives; to include metrics, quality, absenteeism and attitude.

Assisting when necessary on Irate or Escalated customers. Working with

management to design and implement a program for assisting with the

development of representatives and their job knowledge. Executing

incentive challenges to motivate team members; as well as scheduling team

building activities, meetings and individual metric counseling sessions.

In addition to maintaining representative files, preparing and presenting

data in a conference setting, verifying and submitting payroll on a weekly

basis and assisting management whenever needed. I was also responsible for

creating a block schedule for a total of 349 employees and monitoring and

approving vacation time for all employees, based on business needs.

2005-2006 Blizzard Entertainment, Account Investigator/Game Master

Job duties included, assisting players with in-game requests for help in re-

obtaining access to their account, once it had become compromised,

retrieving lost items due to compromise and returning the player's account

to a playable state, while providing outstanding, accurate and efficient

customer service.

2003-2005 Incline Global Technologies, Account Executive/ Department

Quality Assurance Data Analyst /Accounts Payable

Job duties included the submission and tracking of orders throughout the

manufacturing process, assisting customers with information regarding the

product-line available, monitoring the rate in which products were

manufactured, enrolling individuals in group health and dental benefits,

tracking and approving vacation time, making all travel arrangements,

answering phones, analyzing raw data and generating reports to show

increase or decrease in productivity, graphing and charting of all reported

data, creating new ways for data collection to be smoother and more

accurate, policing all data input for accuracy, A/P, A/R and the input of

all invoices into QuickBooks.

2001-2003 Cingular Wireless, Collections Team Lead/Credit Review/Credit and

Activations/Fraud

Job duties included properly handling customer information to a high degree

of security, accepting

payments, providing exceptional customer service, reviewing credit scores

and issuing appropriate deposit amounts, handling calls from customers,

agents and internal representatives from various call center locations,

activating cellular phones and reviewing customer bills for inaccuracies

and applying appropriate credits.

1999-2001 Montech Financial Systems Management, ATM Live Technician/ Off-

Site Supervisor

Quality Service Coordinator

Job duties included the installation/ programming of ATM machines

throughout the United States, supervision of construction on job sites,

assisting when necessary, performing preventative maintenance on ATM

machine and bank alarm systems, training additional personnel, distribution

of perdiem and the organization and submission of expense accounts.

1997-1999 Midland American Bank/Bank United, Customer Service

Job Duties included customer service, cashing checks/ handling large sums

of cash, making deposits,

and making money orders/ cashiers checks.

1994-1997 Albertson's Food Stores, Customer Service

Representative/Assistant Bookkeeper

Job duties included payroll, check cashing, the collection of insufficient

and delinquent items,

submitting payroll, preparing deposits, making money orders, answering

multi-line telephones, and

cashiering. Along with A/R, A/P, payroll and vendor payouts.

Education

06/92-06/96 American School: Home School

General High School Diploma

Graduating GPA 3.8

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