Customer Service Quality Assurance

Lori A. Morton

**** ***** ****, *** **** Covington, GA 30016

Home: 770-***-**** Cell: 404-***-****

Email: *********@*****.***

Objective

To find opportunities to use my problem solving skills

To find a challenging position with growth potential

Summary of Qualifications

-25 years in Customer Relations -Detailed Oriented

-10 years in Regional Customer Service -Motivated; Committed to

Quality Service

-Quality Assurance Background -Production Background

-Sales Background -Account Set Up Specialist

-Training for Customer Service & Production -8 years in an Escalated Call

Center

-Research & Resolution

Career Highlights

Harland Clarke (formerly John H. Harland Co.) 1975-2009

800-***-**** ref. 11411

Develop training and conduct training for new hires to include products,

procedures, policies and techniques

Perform training for CSR's in several facilities. Provide staffing, back up

critical needs such as bringing on new business

Worked in production facility in a variety of positions. I worked in order

entry, proofreading, corrections, double and triple checking, Quality

Assurance, daily reporting and billing

Develop workflow, business rules and proves workflows for the Siebel system

along with training and presentation skills

Tested the prototype of Link One, Siebel and callback computer system with

the IT staff

Develop training and conducted training classes for the First Logic

application into the call center

Provide customer relations problem resolution for the most difficult

problems and/or the most dissatisfied customers

Specialized in servicing several customer service specialties including

interbank documents, computer checks and other high margin order items

Responsible for Kronos and scheduling time off for team members

Develop strategies and plans for Sales and Marketing, to return confidence

in the company to dissatisfied customer including customer visits for

education, development of marketing materials and documentation of company

policies and procedures. Maintain strong relationship with current Harland

customers to discuss, products, service issues, pricing, etc.

Responsible for Billing/Pricing research

Wrote and gave employee evaluations

Handled all detailed orientated and non-standard ordering including manual

billing for those products that cannot be billed via the company billing

system

Develop quality recording procedures along with weekly, monthly, quarterly

and yearly reporting

Develop monitoring guidelines along with evaluating representatives in a

call center environment

Interview potential new hires for the call center

Trend reporting both in monitoring and accuracy so that re-training can be

done

Ensure that workflow in the quality department of the call center was done

in a timely manner

Research, develop and wrote new training materials for the new hires to

include new products and procedures. Also reviewed all training materials

frequently to be sure that it was updated and available to the call center

Administrative assistant duties for Quality and Training departments

Produced communication to the representatives on products, services and

procedures

Ensure that new trainees had the appropriate log ins to access computers

and phones

Train Financial Institutions on Harland products and services

Read contracts and make sure that customers are set up for different

programs and billing is set up correctly

Work on several different databases.

Certificates

Train the Trainer, Supervisory Training, TeLeConsultant training, Diversity

Training, Customer Contact Training, Sarbanes Oxley, Security training,

Sales training

Computer

Windows 95,98, 2000 and 2007, Microsoft Word, Excel, Access; Image One,

LineOne, CMS, Lotus Notes,

Work History

Worked at Billing Analyst

Worked in End-to-End project

Worked in Account Set Up for special programs

Worked in Siebel, Project Management Projects, Fraud, Pop-Up authorization

Worked on the Wachovia Team and did reporting

Trainer and Quality Assurance Analyst in the Customer Relations Department

Relocated to Atlanta, GA as a Customer Relations Rep and Billing Resolution

Rep

In Richmond also worked as TeLeConsultant

Relocated to Richmond, VA as Regional Customer Service/Customer Contact and

Trainer

Relocated to Buffalo to work as a Customer Contract Rep and Regional

Customer Service

Worked as Customer Contact Rep, customer service and Trainer in the

Rochester/Buffalo area

Worked in the office at Rochester as Customer Service, Billing and Trainer

Worked in the production facility at various position and trained new

personnel in Rochester, NY

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