Customer Service Quality Assurance

Shawn B. Brackney

*** *. ******* **. *** **

Adrian, MI 49221

Wireless Phone: 517-***-****

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

Objective:

Seeking a Customer Service based position that utilizes my organizational,

communication, and management skills.

Experience:

Manpower/ZeroChaos @ SBC Contact Quality Center, Chicago, IL 2/2005

-8/2006

Core Analyst

-Ensured the quality assurance of customer service representatives on a

call center level by listening to pre-recorded and live customer

service calls.

-Ensured the accurate scoring of data analyst within the contact quality

center and provided feedback to the analyst when needed.

-Provided daily detailed reports to call center managers on the strengths

and weaknesses of their call centers.

-Assisted managers within the CQC with special projects and provided daily

feedback when requested.

-Assisted in the training of new employees within the contact quality

center.

Hewitt Associates Lincolnshire, IL 4/2004 -1/2005

Human Resources Benefits Representative

-Received inbound calls and managed health/dental care information for UPS

employees & retirees.

-Processed retirements and administered pension plans.

-Processed payroll for active employees.

-Assisted employees and retirees with general HR issues such as annual

enrollments, COBRA enrollments, leaves of absence, disability

leaves, and layoffs.

Sprint PCS Altamonte Springs, FL 8/2002- 8/2003

Activations Specialist/Customer Service Representative

-Maintained customer wireless phone accounts, processed transactions and

assisted with account inquiries.

-Activated new customer accounts, created payment arrangements, and

processed account payments.

-Assisted in store representatives with credit checks for new customers.

-Provided technical support and troubleshooting for wireless customers.

-Assisted in marketing strategies and exhibited strong up selling and

cross selling of company products and services.

Education:

Madison High School; Adrian, MI

Graduated : 1999

Skills:

Excellent knowledge of PowerPoint, Excel, Word, Access, and Outlook. I am

proficient in Windows XP/Vista/NT/ME/2000/98/95/and Windows 7. Ability to

type 35-45 wpm

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