Customer Service Quality Control

Kristi Ray

*** ************ *** *

Birmingham, AL 35205

205-***-****

abl22l@r.postjobfree.com

Summary

• I have the ability to communicate effectively with employees and customers. My current role of

Trainer/Supervisor is to ensure and promote collections on past due accounts, negotiating payment

arrangements while ensuring outstanding customer service and quality control.

• I have a direct impact to the bottom line by training representatives to assist in reducing bad debt for

the business and customers.

• I am capable of making sound decisions for the business and holding employees accountable for

their success.

Professional Experience

T Mobile, Birmingham, AL, 2004 Present

Trainer/Supervisor (since 2007)

• Responsible for implementing both new hire and continuing education curriculum.

• Managing a team of 15 17 representatives each new hire class and evaluating on metrics daily

• Conducting one on one coaching development sessions with new hire trainees to the guidelines of

the business

• Duties include identifying opportunities for training improvements, monitoring trainees for Quality

Assurance, handling escalated customer calls, addressing disciplinary actions, and recognition.

Accomplishments

• Assisted in winning National Award for outstanding results in 2009. Placed #1 for new hire team, out

of 23 call centers departments.

National Bank of Commerce (now RBC Bank), Birmingham, AL, 2002 2004

Assistant Head Teller

• Responsible for assisting in managing 3 5 employees on the teller line.

• Maintaining the vault and cash handling, phone etiquette and telephone support, filing and data

archiving, daily balancing of cash.

• Duties included demonstrating the ability to maintain composure and work efficiently in a fast paced

environment while preserving strict confidentiality

Education

Diploma, Medical Billing and Coding

Virginia College at Birmingham, 2004

Contact this candidate