Customer Service Quality Control

KERI A. ROBINSON

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

Pompton Plains, NJ 07444

Home: 973-***-**** E-mail:

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

OBJECTIVE

To obtain and fulfill a position that will use my skill set in coaching and

developing internal resources, interacting with external clients. I feel

that I have such a diverse background and like to greatly share my

experience with others.

EDUCATION

Pequannock Township High School

Diploma-1995

WORK EXPERIENCE

ECI/InterCall, Wayne, NJ

1997-2008

ECI started as a small scale teleconferencing company that, through

acquisition, became the largest conferencing provider in the world.

Teleconferencing Operator/Team Lead:

1997-1999

. Take incoming reservations for clients while providing outstanding

customer service

. Informed customers of company's products and processes

. Execute conference calls with a variety of features

. Ensuring all calls are set up accurately within company guidelines

. Guided many colleagues that then progressed throughout the business

. Created a file that tracked above and beyond actions for employees

Supervisor of Operations:

1999-2001

. Motivated and supervised 20 + employees on a daily basis

. Assisted in identifying areas where additional training is needed

. Recommended to management improvements that will result in greater

accuracy

. Proactively communicated to management regarding any obstacles

achieving goals or objectives

. Participated in a Six Sigma project to improve overall morale and

employee satisfaction

. Successfully completed training classes and interdepartmental cross-

training

Manager of Operations: 2001-

2008

. Motivated and managed 40 + employees.

. Hands on management style that promoted open and effective

communication.

. Supported a promotion system and career path for employees.

. Hiring needs for my department inclusive of interviewing and testing.

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. Developed and enforced company policies and procedures.

. Documented requirements for possible system enhancements.

. Increased efficiencies, fairness and overall job satisfaction.

. Researched issues and developed solutions for quality control.

. Obtained a performance record with over a 98% accuracy level

. Maintained excellent customer relations and established a rapport with

the CEOs of many of the Fortune 500 companies

. Evaluated employee performance and productivity to perform quarterly

performance reviews

. Delegated responsibilities to employees to meet company's expectations

. Generated and managed spreadsheets and databases for internal systems

. Involved in a complete systems migration including database and

application interface changes

. Key contributor for internal and external acquisition changes.

. Adaptability to corporate changes and acquisitions.

PROFESSIONAL DEVELOPMENT: InterCall University

Telephone Etiquette, Basic Supervisory Skills, Customer Service,

Dealing with Difficult Issues & Elements of Effective Communication

TECHNOLOGICAL PROFICIENCIES

Include but are not limited to:

MS Word, Excel, Access, Outlook, Peoplesoft, Service Desk

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KERI ROBINSON

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

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