Customer Service Quality

Shavon D Gilchrest

E-MAIL: ****.*********@*****.***

**** ******** ** #*** ******, TX 76040 PHONE: 214-***-****

OBJECTIVE

To use my skills, knowledge, and experience to provide excellent service in

the areas of sales, quality, compliance and/or operational integrity. To be

a member of a team committed to the vision of the organization as a leader

in the industry.

EXPERIENCE

2009- 2010 Centex Homes

Dallas,TX

Quality Supervisor/Assistant Trainer

? Recruited and interviewed new prospects

for employment

? Facilitated call calibration sessions with NHIC Sales

management to ensure monitoring standards are consistently

met.

? Created scoring methodology for the call center.

? Developed and implemented the quality guidelines for the

NHIC.

? Provided one on one dialogue with Agents after call scoring

to facilitate improvements and provide positive and

constructive feedback.

? Responsible for daily monitoring of calls on NHIC Agent and

maintaining a file for each NHIC Agent.

? Maintained all monitoring instructions and monitoring forms

and ensured the monitoring procedures and materials have been

updated accordingly with appropriate documentation by using

nice systems.

?Entered the results into the database and provides or

forwards results appropriately and provides reports from each

monitoring session.

? Trained quality classes and assisted with new hire training

classes.

2007- 2009 Countrywide Bank/BOFA

Fort Worth, TX

Quality Assurance Team Lead

? Supervised 5 quality reps in two

locations.

? Facilitated quality training classes.

? Participated in call calibration sessions with CC

management to ensure that a consistent coaching model was

followed across channels.

? Created and compiled a list of CCRs and VCCs to be

monitored each month.

? Responsible for monitoring calls on CCRs and VCC

representatives via nice systems.

? Responded to disputed call evaluations / consistently

exceeded daily goals.

? Supported the CC during forecasted high volume periods to

ensure service levels were met.

2006-2007 ICT Group/Virgin Mobile

Carrollton, TX

Quality /Training Supervisor

? Supervised 10-12 quality reps and 2 trainers

? Re-evaluated quality reps evaluations to maintain

accuracy.

? Recruited and interviewed new prospects

for employment

? Conducts and participates in regular calibration sessions

with the client as well as support staff in consistency

quality monitoring process.

? Evaluate assigned number of telephone communications each

week/month documenting results on appropriate quality

monitoring form according to the guidelines.

? Conducted timely one-on-one coaching sessions with advisors

and quality reps, providing specific feedbacks for certain

areas of improvements.

? Compiles and reviews progress reports, and statistical

results daily.

? Analyze and identify trends and gaps in products and

service knowledge, and provide feedback for recommendations

for improvement

? Facilitated quality training classes

? Evaluated trainers during training sessions to ensure

accuracy in standards and training methodology.

2004- 2005 FEMA (Fujitsu Consulting) Dallas,

TX

Lead Supervisor

? Recruited and interviewed new prospects

for employment

? Provide leadership and direction to an organization, which

supports a high volume of inbound and outbound calls.

? Cultivated and managed a high-performance team environment

to achieve overall customer service goals.

? Monitored calls on daily basis to ensure high levels of

quality

? Resolve complex and highly escalated issues that arise out

of normal call center operations.

? Responsible for ensuring high levels of quality service

provided to customers

? Trained agents in areas of empathy towards disaster victims

2001-2004 Beryl Company Bedord,TX

Team Lead

? Recruited new prospects for employment

? Supervised 10-11 people in the physician referral

department

? Tracked daily attendance and took escalated calls from

existing customers

? Monitored calls for new hires to identify areas of

improvement

? Implemented training course for new recruits

? Assisted with Coaching and development of new hires

AWARDS AND RECOGNITION

AT Beryl Companies

. Customer Service of Excellence Award 2002&2003

. Employee of the Quarter/2003

. Recognized as Quality Coach of the Quarter/2003

EDUCATION

Paul Quinn College

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