Quality Assurance Customer Service
Resume:
Andrew Canty
Mobile Phone: 248-***-****
E-mail: ********@*******.***
Andrew A. Canty
**** ******** **** **** ********** MI, 48324
OBJECTIVE____________________________________________________________
To utilize my problem solving, training and motivation to obtain a challenging
position in management that offers growth and opportunities.
PROFESSIONAL EXPIERIENCE__________________________________________
July 2009- Present
Program Manger: Corrigan Moving Systems
• Work with upper management to create help desk service level metrics
• Create and manage work schedule
• Manage daily activities for the call center
• Create and deliver monthly performance reviews
• Create and maintain daily, monthly and quarterly call metric reports
• Evaluate and deliver monthly quality performance metrics to agents
Develop and implement training program for all agents
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• Coordinate Customer client meetings
• Responsible for all employees meeting departmental standards in reference to
performance call center metrics
• Required to Develop and meet all departmental call center metrics
• Deliver presentations to various levels of management and clients
2008 May – January 2009
Team Leader/Project Management: Evigna Brand Insight
• Communicate between vendors and clients to form mutually beneficial
circumstances
• Create and manage work schedule
• Manage daily activities for the call center
• Staff, train, and manage workforce for 4 internal programs for the call center
• Create and deliver monthly performance reviews
• Create and maintain daily, monthly and quarterly call metric reports
• Evaluate and deliver monthly quality performance metrics to agents
Develop and implement training program for 75 agents
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• Serve as liaison for 4-8 major clients at one time
• Responsible for all employees meeting departmental standards in reference to
performance call center metrics
Meet daily call center service levels for all programs
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Complete all task within desired client deadlines
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Deliver presentations to various levels of management and clients
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Responsible for team building and development to meet client needs
•
2006 August- May 2008
Sears/ Kmart Retail Call Center Team Leader Tech Team Global Inc.
• Manage help desk of 130-140 agents
• Create and manage work schedule
• Send off daily progress updates to client
• Create monthly service reports and analyze call data
• Report to weekly management and client meetings
• Responsible for maintaining 85% service level.
• Track and maintain 50 agents attendance and performance progress
• Interview and hire agents
• Create and maintain training materials
• Develop and implement training program for 135 I.T agents
• Report Payroll
• Conduct employee evaluations
• Counsel agents on all levels of the disciplinary process.
• Handle all client related issues and conduct daily client meetings
• Report metrics to the client
2005-2006, August 08 Minacs
Quality Assurance
• Screen and monitor calls
• Meet with Team leaders and Managers on all Quality Assurance issues
• Submit Ideas for the Process Improvement Program
• Conduct weekly client quality meetings
• Discuss and construct quality metrics based on client needs
1. Minacs
Radio Shack Project: Team Leader
• Launch and maintain Radio Shack customer service project
• Create and maintain all training materials
• Meet client service level of 90% on a daily, weekly and monthly basis
• Create and maintain staffing model
• Coordinate and attend all client meetings
• Evaluate and coach agents on all areas of performance
1. Minacs
Contract Review Agent
Review and document required amount of contracts in a fat paced work
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environment
Complete multiple critical task required by the department.
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Multi tasks between review Contract Review and the W.I.V.R phone program
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Rapidly adapt to different departmental needs as far as speed accuracy and
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required department standards.
1. Minacs
E-Z Move Agent
• Manage and alter customer accounts.
• Achieve and maintain a department service level.
• Work in a fast paced and demanding environment.
• Assist with the training of new employees.
• Assist with the basic program improvement plan
• Diffuse problems of irate customers by providing immediate assistance in
multiple situations.
1. GNC
Sales Representative
• Manage and maintain store independently.
• Take, sort, and track inventory.
• Calculate and transport daily sales total.
EDUCATION_________________________________________________
College--- Wayne State University
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Level of Completion--- 3 years
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Current Status Full time Student
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Area of Study--- Majoring in Finance
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