Customer Service Quality Assurance

Kyna Anderson

**** **** ***** ***** 801-***-****

Salt Lake City, UT 84128 ******@***.***

Professional Profile

Experienced manager with over 9 years in a call center environment. Respected builder and leader of top

performing teams by instilling a shared enthusiastic commitment to goals. Lead by example, by setting clear goals

and holding employees accountable. Talent for quickly mastering new technology. Diplomatic and tactful with

employees at all levels. Accustomed to handling sensitive, confidential information. Poised and competent with

demonstrated ability to easily transcend cultural differences. Thrive in deadline driven environments. Excellent

team building skills.

Professional History

Vangent 12-2009- Present

Operations Representative

• Assist manager in the direction of the multi-functional activities of the department,

meeting internal and contractual commitments, assuring quality of process, and

direction of resources.

• Managed top performing teams for the 2010 Census project. We were consistently

asked to take on projects first due to high overall performance meeting KPI’s.

• Assist with the coaching and development of Supervisors (8) and CSRs (200) to

maximize efficiency, productivity, and future career growth. Managed teams that

supported 6 different languages.

• Generate reports to ensure associate and department goals are being met

• Identify, review and communicate changes and enhancements to the project.

• Identify and recommend solutions for interdepartmental problems, priority requests or

any customer requirements not being met.

• Identify and communicate inconsistent project implementation via specifications or

process.

• Manage all time off requests for department.

Professional Education Institute 7-2008 – 9-2009

Quality Specialist

• Complete regular audits to ensure compliance with documented

policies and procedures.

• Facilitate weekly and monthly calibration meetings with members of senior management.

• Identify trends and training opportunities for coaching department.

• Report monthly audit and monitor results to coaching management team.

• Monitor coaching calls to ensure quality and compliance with regulatory guidelines. Report all compliance

issues to the Director of Operations, VP of Coaching.

• Complete overall quality review for each coach to reduce complaints, refunds, and coach change

requests.

• Create reports using customer survey results, and other confidential statistical data.

Schiff Nutrition Intl 7-2007 – 7-2008

Pricing Specialist/Customer Service

• Ensure all customers pricing and promotion file maintenance in JDE was organized and maintained within

SEC guidelines.

• Manage all pricing issues for Schiff and Weider Global

• Manage daily cancellation report for Weider Global products

• Assist in any improvements to the Advanced Pricing in JDE

• Review EDI, faxed or emailed orders for date and/or availability issues

• Manage and resolve product availability issues by contacting brokers or sales reps as needed.

• Manage open order reports and order tracking.

• Process return authorization requests

• Manage all sample order requests

• Provide assistance in researching order entry and post-audit claims

• Shipping coordination to include obtaining freight quotes to determine best means of transportation.

InvesTools, Inc. 9-2006 – 6-2007

Quality Control/Admin Assistant

• Assist sales associates with processing orders.

• Submit and research weekly payroll for 50 sales agents.

• Research credit card disputes and other complaints to ensure compliance with SEC guidelines.

• Monitor sales calls for compliance to policies and procedures and to offer assistance with closing sales to

increase closure rate for student renewals.

• Report all compliance issues to the Director of Renewals

Zions First National Bank 1-2006 – 9-2006

Administrative Assistant for Appraisal Review Department

• Multiple group administrative assistant and phone receptionist.

• Maintaining schedules and coordination support services, including travel arrangements.

• Prioritization of multiple tasks for multiple people including managing calendar for department.

• Creation of monthly billing statement for corporate accounting, handle monthly expense reports for

Appraisers, coding and submit ion of vendor invoices for payment, maintain vendor relationships.

• Coordinate department meetings, take minutes of meetings.

• Get new hire supplies, equipment ordered and set up (including passwords), order/maintain department

supplies

Sundance Catalog Company 3-2000 – 1-2006

Quality Assurance Supervisor

• Standardized each procedure within the Contact Center by creation of Contact Center procedure manual

including documentation and flow charts for each procedure.

• Complete regular audits to ensure compliance with documented procedures and other institutional

regulations. Report monthly audit and monitor results to all interested parties.

• Assist team leaders with complex customer service, procedural and policy issues.

• Monitor phone calls to ensure quality and to maintain consistency among call quality ratings. Held monthly

calibration meetings to provide feedback to managers and team leaders.

• Order office supplies, create/maintain vendor relationships and maintain supply budget.

• Supervise a team of 10 to 18 customer service representatives assisting agents with questions and order

problems, handling complex customer service issues.

• Responsible for teams weekly performance and creation of a bi-monthly report of teams performance and

stats for Contact Center Manager.

• Train all new hires in Customer Service and quality assurance.

• Coach employees on attendance, quality, and other disciplinary issues.

• Create monthly incentives for team, write performance evaluations, provide daily, weekly, and monthly

feedback to team members.

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