Customer Service Quality Assurance
Resume:
Andrea Galvan
*** ******** ****** - *****, ***** 78634
Cell: 512-***-****
abkc0d@r.postjobfree.com
Objective
To obtain entry-level position with opportunities for growth employing my
strong analytical and customer service skills
Education
Graduate of Pflugerville High School
Experience
Sears Holdings Corporation - November 2006 - Present - Round Rock, Texas
. Quality Assurance Representative - November 2009 - Present
o Monitoring agents calls to ensure quality of call
o Attend calibrations to ensure agents are being scored accurately
o Send email notifications to management regarding our agents call
o Meet monthly personal and team goal.
o Assist in explaining our policies
o Assist in the training of new agents
. Customer Solutions Representative - October 2007 - November 2009
o Managed escalated customers from the Corporate Office
o Direct exchange process for replacement of large appliances
o Organized customers complaints to find resolution
o Process information on checks and gift cards
o Negotiated with customer to resolve issues
Mr. Car Wash - November 2006 - July 2007 - Austin Texas
. Customer Solutions Representative
o Greeted customers and explained services that were available.
o Sold upgraded packages to customer after explaining the benefits
received from package to the customer
o Verified customer satisfaction and tried to resolve any issues
customer may have had
Walgreens - May 2006 - November 2006 - Austin, Texas
. Head Photo Technician
o Processed all photograph orders
o Trained all new associates
Skills
o Microsoft Word
o Microsoft Excel
o DOS based programs (AIS, NPS, CORE)
o Type 65wpm
o 12,000 kph
o Self Starter
o Highly Motivated and Organized
o Adapt very easily to new programs
Andrea Galvan
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Andrea Galvan
2
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