Customer Service Quality Assurance

Sherriea N Commander

***** * ******** **, ****** CO 80017

********.***@*****.*** 303-***-****

QUALIFICATIONS SUMMARY

Call Center Supervising * Training * Quality Assurance * Customer Service

I am an accomplished and highly-motivated professional with more than ten years of experience in Management,

Training and Customer Service. I hold a proven record in call center leadership roles in quality assurance and

departmental training. Also I have excelled in team leadership, procedure documentation, customer service, goal

improvement, interpersonal skills, escalation resolution, and communication. As well I hold a consistent and successful

track record with identifying service processes and deficiencies and implementing solutions to improve front-line

performance and quality to increase customer satisfaction and obtain results.

PROFESSIONAL EXPERIENCE

AmerisourceBergen, Denver, CO (Oct/2007 – Apr/2010)

Customer Service Sup,

As a Customer Service Supervisor in Pharmacy Services I am responsible for keeping my team fully staffed while

meeting the company’s compliance requirements and providing excellent service to or clients. Handle all customer

service matters, scheduling, associate evaluations and ensuring that my team is meeting the company standards,

policies and goals.

• Use company scheduling reports to ensure proper scheduling for company need.

• Hire associates.

• Ability to read, analyze and interpret business periodicals, technical procedures.

• Involved in all aspects of team members employment and development.

• Performed training needs analysis and develops training manuals, aids, workbooks, user and instructor

documentation with minimal assistance and re-work.

• Displays subject matter expertise in majority of training delivery and development for assigned areas of

responsibility.

• Uses evaluation tools and internal work flow to track service progress.

• Assist in creating training to improve customer service.

Specialized Loan Servicing, Highlands Ranch, Colorado (July/2003 –Aug/2007)

Quality Assurance Supervisor,

• While in quality assurance and training in a call center environment on an average I evaluated about 150+

calls a day as well as hosted our weekly collaboration meeting to implement better center procedures.

• Assist clients in the foreclosure process, by modifying loans, setting up repayment plans or short sales of the

property

• Core position responsibilities encompassed monitoring and evaluating customer service agents, compiling

and reporting results, collaborating with management to improve service procedures, and providing feedback

and resources to staff with the objective of improving individual and overall call center quality results.

• Designing and implementing suggestions to ensure service policies drove customer satisfaction and

minimized resolution turnaround time.

• Initiating and participating in projects to improve procedures for increased call efficiency and quality.

ComCast, Denver, Colorado (Sep/2002 –July/2004)

Customer Service Lead to Supervisor

• Drove metric goals such as service level, average handle time, calls per hour, and adherence and quality

standards in a high-paced call center.

• Handled all aspects of managing a team of associates that took inbound calls in a customer service

environment

• Achieving high quality in processing technical support requests, answering inquiries, responding to concerns,

and alleviating escalated situations with professionalism, sensitivity and confidentiality.

• Updating and creating training materials for the Training Manager.

• Preparing detailed weekly reports for Customer Care Management. (Reports containing company goals and

quality numbers)

• Maintaining subject matter expertise through experience, information retention and continued training.

• Responsible for addressing personnel and performance issues

EDUCATION AND TECHNICAL SKILLS

Associate of General Studies (AGS), Community College of Aurora, Aurora, Colorado

Bachelor of Arts in Law & Society/ Communications in progress at The Women’s College at Denver University

Technical Skills: Microsoft Office including: Word, Excel, PowerPoint, Access, and Outlook. QA systems, phone

systems, workforce management tools and Oracle.

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