Quality Assurance Manager
Resume:
STEPHANIE BEALE
** ******* *****, *******, ** ***69
sbeale28@yahoocom
QUALIFICATIONS
. 20 years of good customer-relations background
. Proficient in Microsoft Office
. Excellent written and oral communication and organizational skills
EMPLOYMENT HISTORY
City Line Apartments, Newport News, VA 10/08 - current
Assistant Community Manager
. Contact the employers and banking institutes to update resident's and
applicant's information.
. Filing, answering phones, and researching credit reports.
. Collect rent payments from residents and applicants.
. Work closely with tax credit to make sure residents and applicants
qualify to move in.
. Order supplies for the rental office.
Teletech Holding Inc., Hampton, VA 02/02 - 09/08
(Vendor for Sprint/Nextel Communications)
Quality Assurance Specialist
. Evaluate agent customer interactions against client specified policies
and procedures as stated in the QA guidelines.
. Conduct remote monitoring sessions with Client.
. Create performance summaries to be submitted to the Quality Assurance
Supervisor and the Quality Assurance Manager.
. Randomly monitor calls to ensure Client/Teletech's standards are
maintained and document call handling results.
. Prepare performance evaluations, documenting, and contact-handling
procedures.
Nextel Corporate Escalation Specialist
. Interact with different departments within Sprint/Nextel Communications,
in support of resolving customer issues.
. Handle calls by multi-tasking, probing, and using problem-solving skills.
. Responsible for filing, taking payments, emailing customers, and faxing
out information to customers.
. Resolving escalated complex customer issues (i.e. billing, equipment,
disputes, etc)
. Demonstrate complete objectivity in ascertaining customer resolution.
Technical Support/Customer Care
. Resolve complex incoming technical support calls.
. Accept payments and resolve complex billing issues.
Nextel Communications, Hampton, VA 10/00 - 02/02
Technical Support/Customer Care
. Resolve complex incoming technical support calls.
. Accept payments and resolve complex billing issues.
Commonwealth Information Svc, Newport News, VA 03/92 - 10/00
Mortgage Reporter
. Contact the creditors to update customer's account information for the
mortgage companies.
. Filing, answering phones, and researching credit reports.
. Handle calls by multi-tasking, probing, and using problem-solving skills.
. Work closely with mortgage clients to assist with the application
process.
. Consistently met all deadlines.
Collector
. Processed collection payments.
. Set up payment arrangements to pay their collections.
. Knowledge of working a dialer system in contacting customers.
EDUCATION
Word Processing, Certification, E.C.P.I., 07/91
Hampton, VA
Medical Billing, Diploma, P.C.D.I, 02/06
Norcross, GA
Healthcare Administration, Associate Degree, 05/10
Ft. Dodge, IA
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