Customer Service Quality Assurance
Resume:
Veronica Hambric
Gardendale, AL 35071
Email: ********@*******.***
Career Summary
Successful, conscientious and results-driven business professional who
develops strong working relationships, resolves difficult problems, leads
and works well within a team environment, develops improved methods/systems
and handles high volume inbound service departments with calm and customer
focus. A strong working knowledge of telecommunications, Voice
Communication and Broadband Technologies and several data processing
system. Key strengths include: Communication, Quality Assurance, and
Training & Development, using MS Office Word, Excel, Access, PowerPoint,
typing (45wpm) and Collaborating with business partners.
Professional Experience
Jefferson County Commission 2009 - Current
716 Richard Arrington, Jr. Blvd. N.
Birmingham, Alabama 35203
Administrative Assistant I
Greet the public at counter and answer questions if possible regarding
property values. Translates appraiser notes and formulate comments for
computer record. Correlate appraiser work sheets to computer software.
Review appraiser work for completeness and review data and determine what
data is to be entered before beginning. Performs data entry, check for
accuracy work of other Administrative Assistants, retrieve and file back
folders, check files in and out of computer system, answer incoming
telephone lines, route calls, take messages, give information. Work on
teams to accomplish annual and special projects such as protests, data
purge, etc.
Bama Field Services LLC
2007 - 2009
Moody, AL 35004
Administrative Assistant
Performed routine clerical functions such as receives, post, payment,
remittance, data entry, mailing, copying, compose routine letters, receives
telephone call from vendors and field employees, and filing. Operates
various computerized record keeping and documents processing system to
input and retrieve data from property preservation vendors.
Charter Communications
1986 - 2007
Vestavia, AL 35216
Work In Process Supervisor
Responsible for supporting customers and field technicians, in areas of:
billing, service, sales, scheduling, work orders, activation, adding
services, and complaint escalations.
. Supported a team of 13 Customer Service Representatives for all human
capital management.
. Ensured quality and professional handling of inbound service requests
through team training, working with/and assisting new hires.
o Team cued 800 calls daily, running tests on every call/account,
resolving problems efficiently and accurately.
o Provided quality checks to ensure work order accuracy and
provide training as needed.
o Achieved service standards as company grew from 20,000 customers
to 200,000.
. Collaborated with Office Operations, Quality Assurance, In-house
installation staff and Contractors ensuring adherence to guidelines.
. Implemented and upgraded QC measures providing superior service and
follow-through.
. Managed administrative billing functions including:
o Money processing activities - deposits, refunds, payment
processing, direct debit processing, credit cards, invoices,
billing adjustments, etc.
o Resolved nonpayment of invoices, billing complaints, processed
special requests for services, and input orders into computer
system.
. Created cash control manuals which were adopted by the organization.
. Consistently achieved company goals and objectives for phone
statistics, quality adherence, testing and problem resolution.
. Supervised data processing system conversions resulting in smooth
transitions and minimal disruption to business.
Prior positions at Charter Communications:
. Office Manager/Customer Service Department Supervisor
. Collections Department Supervisor
. Accounts Payable Clerk
. Customer Service Representative
Education
Jacksonville University
Jefferson State Community College
State of Alabama Real Estate Commission - Salesperson License
Jones/NCTI
Career Development
Jones/NCTI Certificate - Introduction to PC Applications
Jones/NCTI Honor Certificate - Effective Supervision
Jones/NCTI - Understanding Voice and Data Networks
Dun and Bradstreet - Collection Techniques
UAB Special Studies - Working With People
Cable Data - DDP Special Money Processing Certification
Software Skills
Prepare and give presentations to management using PowerPoint,
incorporating graphs, reports, charts, and tables created using Excel and
Word
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