Customer Service Quality Assurance

SUMMARY

Self-motivated and meticulous customer service professional with healthcare

and laboratory service background experience. Demonstrated abilities in

sales, collections, customer service and employee relations. Ability to

prioritize and coordinate projects effectively across functions and

departments. "Outside the box" thinker who can work independently to drive

projects from startup through completion under deadlines, and yet has

excellent collaboration skills to work well with teams. Effective

communicator with all levels of employees and management. Exceptional

experience with:

Project Management AS400 System AXCESS System

Remedy System

Microsoft Office Windows XP US WIN

System Building Employee Morale

PROFESSIONAL EXPERIENCE

Verizon Wireless, Columbia, SC 2009-

Present

Sr. Customer Service Representative

. Perform complex transactions that include priority accounts that

require error-free work.

. Manage customer accounts to follow up on credit adjustments, account

suspensions, and process payments.

. Provide Tier 1 trouble shooting via telephone for customers with

equipment issues.

Newberry School District, Newberry, SC 2008-

2009

Substitute Student Teacher

. Communicated with teachers regarding student progress and disciplinary

transgressions.

. Provided students with designated information mandated for educational

success.

Citi Financial, Fort Mill, SC

2007-2008

Collections Specialist

. Collected past due automobile loan payments and adjusted accounts

accordingly to meet company and customer needs.

. Assisted in multiple projects, dialer collection proficiency, customer

service programs and prepared and maintained financial information.

. Negotiated with customers on creating a feasible payment plan.

. Received the Chubb Club award three months consecutively for having

achieved ratings of 95% or above in quality.

On Assignment Lab Support, Charlotte, NC

2004-2007

Quality Assurance/Quality Control Technician

. Researched OSHA guidelines to ensure company maintained latest updates

and were compliant with regulations hence increasing safety standards

and reducing legal liability.

. Responsible for all administrative functions, ordering supplies,

writing and maintaining documentation and statistical reports.

. Developed and implemented accurate, thorough, and up-to-date

information and records management procedures to facilitate an

effective and efficient record-keeping.

. Reviewed all outgoing correspondence under the Manager's signature or

concurrence to ensure proper format, complete package, correct

grammatical content, complete coordination of facts and technical

content, and adherence to proper policy.

Client Logic, Kingstree, SC

2003-2004

Retention Specialist/ Acting Team Lead

. Supervised a team of 5-10 employees while assigning and coordinating

daily activities.

. Participated in the drafting and implementation of a new incentive

compensation plan for employees that included morale boosting

incentives, special events and employee recognition programs.

EDUCATION

MBA, Concentration in Healthcare Management

Strayer University, Columbia, South Carolina Graduated With Honors August

2010

Bachelor of Science, Biology

Francis Marion University, Florence, South Carolina Graduated December

2004

Contact this candidate