Customer Service Quality Assurance
Resume:
Yorktown, VA *****
Courtney N. Hill
Objective Seeking a position in an office environment, where there is a need for a
variety of office management tasks including – computer knowledge,
organizational abilities, business intelligence and database program
use.
Education
1996 – 2000 Thornton High School
Thornton, CO
High School Diploma
2000 – 2005 Metropolitan State College of Denver Denver,
CO
Bachelor’s Degree in Criminology/Criminal Justice and minor in
Criminalistics
2006 – 2008 lnternship/Volunteer Work Commerce City, CO
Volunteer work with Crime Lab/Crime Scene Investigation Unit doing
field and lab work
Work experience 2009-2010 DCS San Angelo, TX
Recovery Specialist
• Research and locate people that are in default on student loans
• Fill out a financial statement of the person and negotiate payment
options
2002 - 2009 Dish Network Thornton, CO
Quality Assurance Specialist
Monitor calls, provide feedback through emails, and develop agents to
maintain an above average rating.
Customer Service Representative III
Advanced Technical Representative
1. Taking calls that require a higher level of training and
knowledge for the technical aspect, as well as basic technical,
programming and billing calls.
Winback
1. Taking calls that are at an escalated level and as a result the
customer requests to disconnect. I attempt to provide retention
and options that will persuade the customer in staying with the
company.
2008 – 2009 Hobby Lobby Thornton, CO
Cashier
Customer service/relations
Set floor displays
Put out weekly stock order
2001 - 2002 Hobby Lobby Thornton, CO
Head Cashier
Customer service/relations
Take care of requests of other employees for refunds, change and
escalated situations from customers.
Set floor displays
Put weekly stock out
2000 – 2001 Montgomery Wards
Westminster, CO
Jewelry Sales Associate
Customer service/relations
Sales representative
1998 - 2000 Hobby Lobby Thornton, Co
Cashier
Customer Service/relations
Set floor displays
Put weekly stock out
Additional Skills
Microsoft Office
Windows 95 and up
Internet Explorer
55+ WPM typing
10 key experience
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