Quality Assurance Sales Representative

ALI S. LWENO Cell:

316-***-****

ablvab@r.postjobfree.com 2221 S

Sherman Cir, E507, Miramar, FL 33025

Education

Friends University Management Information Systems

Dec 2012

Butler Community College Associates in Computer Science May

2007

Experience

Cox Communications 01/09-07/10

Technical Support Supervisor

. Supervised a team of 17 representatives, achieved the highest Quality

for May, June and July of 2008

. Created a self directed team incentive and presented to director of

customer care. This produced a total of 495 RGU's (Revenue Generating

Unit) in a month. This is $5.80 per RGU.

. Served as Diversity Council ambassador. Assisted in the launch of

Language Line in the company

. Started an incentive for $100 for each QA (Quality Assurance) call

scored as 100% (Perfect call). Other supervisors started the same

incentive and this saw an increase of a bout 350 calls scored perfect.

. September 2009 I started a brain storming forum amongst call center

supervisors to provide continuity when addressing our agents or

conducting any supervisory duties. This has been very valuable to all

the supervisors and some have been able to have a different

perspective on how the company is run.

Quality Assurance Analyst 09/06-

01/09

. Monitored and scored calls for representatives in different

departments in the call center

. Provided feedback to supervisors for coaching representatives

. Initiated calibrations sessions Quality Department and Supervisors

. Created Quality reports for departments such as Helpdesk, Sales, Tech

Support

. Created KUDOS incentive program which rewarded agents who went "above

and beyond" during a call

Assistance and Escalation Representative

12/05-09/06

. Handled escalated customer calls regarding Cox services

. Supported other departments in taking complicated customer calls

. Educated other departments in resolving different problems relating to

customer's services

Technical Support Representative 01/05-

12/05

. Received inbound calls from customers who may have technical issues.

Resolved their technical issues through a series of troubleshooting

steps thus eliminating service calls.

. Educated customers of all services provided by Cox Communications.

MCI 10/03-08/04

Sales Representative

. Placed outbound calls to prospective small businesses and residential

customers nationwide

. Dispatched police and fire department for alarm activation

. Assisted supervisors by creating team incentives

. Mentored and trained new hires

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