Customer Service Quality

205-***-**** **** Evergreen Street Birmingham, AL 35217

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

Gerri Betts

Professional Experience

Coach/Manager - Sitel Corporation, Birmingham, AL 2009– August 30, 2010

• Coach, train, monitor, evaluate and counsel employees for increased performance and productivity of

key performance indicators

• Handle customer escalation calls

• Technical Support Head Coach

• Written/Verbal communication skills to include; performance reviews, corrective action planning, one-

on-ones, weekly/daily communication with staff, interpersonal conflicts

• Motivate teams of agents through recognition of achievements and performance in line with company

mission and values

Senior Quality Professional – Sitel Corporation, Birmingham, AL 2007 – 2008

• Developed and published quality procedures supporting site of more than 200 customer service agents

• Communication to site of quality results for increased quality performance

• Interfaced with client, management and staff through calibration of call monitoring

• Provided reporting analysis of quality result findings

Quality Professional – Sitel Corporation, Birmingham, AL 2003 – 2007

• Maintained quality coaching schedule to ensure agents effectively and efficiently coached weekly

• Managed quality procedures and guidelines allowing for strong training department and front line

supervisor communication

• Live monitored calls to identify training and development opportunities

• Provided continual, prompt quality feedback findings for increased site quality performance

Senior Customer Service Professional – Sitel Corporation, Birmingham, AL 2001 – 2003

•

Researched, documented, and updated insurance and credit card accounts

•

Processed payments and handled sensitive correspondence

•

Provided floor support to peers and management

•

Administrative Assistant – U.S. Attorney’s Office, Birmingham, AL 1998 – 2000

• Supported Budget, Criminal and Civil Divisions, and other areas of the Administrative Division

• Researched, documented, and created presentations, bookkeeping, purchasing supplies and

equipment

• Processed case related checks, sorted mail, handed proprietary items, scanned and bar coded court

material and generated codes for new employees

Additional Skills

Microsoft Word, Excel, PowerPoint, Access, Outlook

Business proprietary - Business Objects, Qfiniti, ACSS, IEX Total view, Infomanager, Kronos

Accomplishments

Outstanding service award

•

Ranked number one coach February 2009 – October 2009 and January 2010 – July 2010

•

Contact this candidate