Customer Service Quality Assurance

Jenny L. Rish

***** ***** ****. ******, ** ****8 763-***-****

abkmdp@r.postjobfree.com

Professional Experience

February 2009- Present Yearbooks by Design (Sales/Photographer)

• Present Elementary level schools with contracts for the school yearbooks including the picture contracts

• Photograph school children K-11, sports activities, and yearbook specialties

• Performed general office duties including, answering phones, filing, and maintaining an efficient office

• Used problem-solving skills to handle high stress situations, including customer complaints

• Worked in warehouse creating ala cart products for example; mugs, mouse pads, key chains etc.

• Delivered products to school locations when necessary

January 2008 –February 2009 Christian James, Inc (Triage Specialist)

• Oversee/Supervise support department

• Interview/Hiring for new positions within the company

• Manage customer disputes

• Organize daily routines

• Answer incoming calls from point of sale users

• Email support requests

• Proofread documents for distribution

• Handle any collections overdue

• Schedule appointments for support time

• Make adjustments as necessary for change to the department

• Research and utilize motivational activities

• Perform miscellaneous errands as part of a support team

• Fill in when necessary as part of a sales team

• Use creativity to market new ideas for the sales team

• Handle collections

May 2006-May 2008 Moneygram International (Pos Agent Support Help Desk Rep 1)

• Answer incoming calls from users of pos devices regarding technical issues

• Assist POS users with repair and operation of devices to avoid equipment downtime

• Ensure all calls are appropriately logged in the call tracking systems

• Input/change agent data within MGI internal applications accurately

• Partnered in a group to Revamp the Quality Assurance Evaluation forms for the entire 1st, 2nd, and 3rd level Support Teams

Oct 2002 – Jan 2006 Agfa Photo (Field Service Administrator)

• Organize 17 – 20 technicians using time management and organizational skills

• Manage multiple incoming customer and technician inquiries from across U.S. and Canada

• Utilize advanced customer service skills, (i.e. handling customer complaints, technician inquiries, and maintaining solid business

service)

• Prioritize incoming service orders, input information into SAP software, and determine availability in daily schedules, including the

organization of technicians’ travel arrangements

• Identify customer requirements and manage their expectations

• Updated customers on yearly maintenance for the machines

• Research and handle credit transactions

Education

Globe University/ Minnesota School of Business

IT AAS Degree – in progress

Technical Skills

Microsoft Suite Profile Editor Other created software

SAP Software Plutto Outlook Express

Lotus Notes Tandem

Apropo Agent Answering System LMS

Proprietary software Safari/Mac Applications

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