Customer Service Quality Assurance

Ms. Arakssi Arshakian

**** ***** ******** ******, **********, OK74075

E-mail: *******@*******.*** -- Cell: 405-***-****

Professional Experience Summary and Objective: Offering extensive experience in customer

relationship management in the telecommunications industry. Special skills include fluency in Arabic,

Armenian, and English languages and graduate degree in international business and economic relations.

Seeking job opportunities as a translator in the US Army. I am authorized to work in the USA and willing

to relocate.

Education

Masters of Science in International Studies, International Business and Economic Relations

Oklahoma State University, USA, May 2011. GPA 3.91

Bachelor of Arts in English Language

University of Baghdad, College of Languages, Baghdad, Iraq, June 2002. GPA 3.3

Professional Experience

Assistant coordinator July 2012 - Current

Institute for Teaching and Leaning Excellence Oklahoma State University, Stillwater, Oklahoma

• Coordinate webinar, seminar, and other special events

• Work directly with faculty on software such as Camtasia, webinar, Skype and other applications

that can better facilitate web and distance learning courses and special events

• Coordinate distance learning classroom scheduling and each remote site that is connecting with

each class

• Operate and book the events on ScheduALL for windows for ITLE (Institute for Teaching and

Learning Excellence) tracking and billing

• Maintain the daily operations of all distance learning rooms to ensure courses are transmitted,

recorded, as scheduled

Internship Oklahoma Governor’s International Team

January 2011 – May 2011

Oklahoma State University Stillwater, Oklahoma,

• Developed database of international organizations in Oklahoma in cooperation with Oklahoma

Governor’s International Team (OKGIT), office of secretary of state, and the Oklahoma

Department of Commerce to support commercial outreach programs and new initiatives.

International Students Intern

June 2010 – August 2010

Rice University Houston, Texas,

• Taught sessions on acculturation and adjustment to the U.S. culture for the Iraq Scholars & Leaders

Program participants

• Designed and implemented office processes for the office of International Students and Scholars

• Organized summer educational entertainment activities for Rice International students

Customer Care Manager

May 2008– May 2009

Itisaluna Wireless Fixed Voice and Data Telecommunications Baghdad, Iraq,

• Developed and provided for new staff job descriptions, staff recruiting and training

• Issued department processes and work procedures

• Coordinated work flow between customer care department and Sales, Marketing, Technical, and

Program Management departments

• General management, planned and forecasted department’s needs

• Participated in company projects

• Analyzed and monitored Key Performance Indicators (KPIs) to ensure customer satisfaction

• Mentored thirty staff members

• Conducted employee annual appraisals to maintain and develop job skills and performance

November 2007 – May 2008

Acting Manager, Call Center

December 2003 – May 2008

Iraqna Mobile Services Baghdad, Iraq,

• Ensured that all internal and external processes and procedures were complete and in place

• Conducted Call Center projects

• Handled customer complaints and escalations that exceeded the ability of first line service

support specialists to achieve timely resolution

• Analyzed and monitored Key Performance Indicators (KPIs) and interpreted KPI data to ensure

constant customer satisfaction and identification of areas requiring additional management

emphasis

• Recruited and mentored staff for the call center’s Customer Care Department.

• Conducted employee annual performance appraisals

January 2007 – November 2007

Supervisor, Customer Support

• Supervised Customer Support Division including training and quality assurance, processes,

reports, and business development

• Monitoring and issued periodic quality reports for Customer Care representatives

• Issued quality reports (per agent, per shift, and per Team Leader) for reference and performance

analysis to improve operations

• Provided developmental feedback to Customer Care agents

• Designed incentive plans to motivate employees maintaining exceptional customer service

January 2006 – January 2007

Training and Quality Assurance Supervisor

January 2005 – January 2006

Training Team Leader

January 2004 – January 2005

Customer Care Trainer

• Completed training need analysis, created training materials, conducted presentations, and

produced information notes for Customer Care Department

• Delivered induction training in both soft and hard skills for Call Center’s new hired employees

• Delivered workshops such as team building, leadership, and train-the-trainer

• Issued training materials and delivered training sessions for new systems such as billing system

• Managed flow of information for call center and enhanced the customer care representatives

quality of information through refreshment training sessions

• Developed training materials. Trained, coached, and mentored trainers

• Improved the quality of training department staff through coaching, feedback, mentoring, and

evaluation

Other Training Certificates and Skills

Ambassador Program, Oklahoma State University, 2012

Management Skills Builder, Charisma Company, 2006

Train-the-Trainer, Contact Plus Company, 2005

Customer Service Excellence, Contact Plus Company,2005

MS Office Suite

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