Customer Service Quality Assurance
Resume:
Brenda Gonzalez
Email: ********@*********.***
Address:
City: Glendale
State: AZ
Zip: 85301
Country: USA
Phone: 602-***-****
Skill Level: Any
Salary Range:
Primary Skills/Experience:
Ambitious Customer Service Supervisor with more than 8 years of leadership experience.Also experienced with managing complex projects and driving productivity improvement.
Educational Background:
High School Dipolma from Whitney Young, Los Angeles CA 1/2001 to 6/2001 (GED cource)
Job History / Details:
Summary
Ambitious Customer Service Supervisor with more than 8 years of leadership experience.Also experienced with managing complex projects and driving productivity improvement.
Highlights
Client relations specialist
Conflict resolution techniques
Skilled trainer
Excellent time management skills
Management of remote employees
Team management
Talent development
Effective problem solver
Meticulous attention to detail
Process improvement specialist
Effective workflow management
Customer-focused
Skilled multi-tasker
Microsoft Outlook, Word and Excel
Accomplishments
Cross-trained 20- 30 new call center representatives.
Managed call flow with up to 100 calls in queue per minute.
Promoted to Call Center Acting Supervisor in 06/2010.
Capably managed a large volume call center with more than 800 employees.
Trained and Certified in HIPAA, STD, FMLA, Avaya,RTA's and Quality Monitors.
Trained and certified in all lines of business for 1-800 Medicare. Including: Medicare Benefit Specialist, Part A, Part B, DME and DMEPOS Competitive biding program.
Experience
March 2010 to February 2012
Vangent Phoenix, AZ
Centers for Medicare and Medicaid Acting Supervisor
Effectively managed a high-volume of inbound and outbound customer calls.
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Trained CSR's on how to address and resolve customer product complaints empathetically and professionally.
Trained CSR's on how to provide accurate and appropriate information in response to customer inquiries.
Trained CSR's on how to defuse volatile customer situations calmly and courteously.
Mastery of customer service management systems and databases.
Developed effective relationships with all call center departments through clear communication.
Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
Ran reports and supplied data to fulfill customer report requirements. Some Including: RTA, Avaya,and Quality Monitors,
Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
Formulated and enforced Service Center policies, procedures and quality assurance measures.
Prepared reports and communication for senior management and clients.
Managed high call volume with tact and professionalism.
Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.
Trained staff on how to improve customer interactions.
Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity on a daily basis.
Assisted with the development of the call center's operations, quality and training processes.
Led a team of customer service representatives to increase service center profitability.
Met or exceeded service and quality standards every review period.
Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met.
November 2007 to May 2010
Vangent Phoenix, AZ
Centers For Medicare and Medicaid Service Benifits/Claims Representive
Investigated and resolved customer inquiries and complaints in an empathetic manner.
Adhered to all confidentiality requirements at all times.
Met all customer call guidelines including service levels, handle time and productivity.
Solved unresolved customer issues.
Promptly responded to inquiries and requests from prospective customers.
Owned team productivity metrics.
August 2005 to October 2007
Rudolofo Brothers Plastering Goodyear, AZ
Customer Service Representitive
Investigated and resolved customer inquiries and complaints in an empathetic manner.
Successfully managed the activities of 8Adhered to all confidentiality requirements at all times.
Met all customer call guidelines including service levels, handle time and productivity.
Solved unresolved customer issues.
Promptly responded to inquiries and requests from prospective customers.
Developed, implemented and monitored programs to maximize customer satisfaction.
Strong leader of customer support staff.
Owned team productivity metrics.
Scheduled staff shifts to cover peaks and lulls in customer inquiries.
Addressed negative customer feedback immediately.
Provided a high level of product and leadership support to representatives and clients.
Education
12 Whitney Young Los Angeles, CA
GED
Call Center Supervisor Training Certification
Trained in HIPAA regulations, Ethics, and Security and Privacy information.
Completed training for Medicare Benefits Specialist, Part A Hospital benefits, Part B Medical Benefits and DME Durable Medical Equipment Benefits and Durable Medical Equipment Competitive Bidding Program.
Candidate Resume - Dale Baker
Contact Information -
Email: ********@*********.***
Address:
City: Des Moines
State: IA
Zip: 50301
Country: USA
Phone: 515-***-****
Skill Level: Any
Salary Range:
Primary Skills/Experience:
I am a friendly,dedicated individual with a clean CDL.Punctual and efficient Driver seeks a position as part of a delivery team with opportunities for professional growth and development. Motivated to provide prompt, friendly and professional service at all times. Punctual and efficient Driver seeks a position as part of a delivery team with opportunities for professional growth and development. Motivated to provide prompt, friendly and professional service at all times.
Educational Background:
High School Dipolma from South Tama Community High, Tama IA 1/2001 to 5/1981 (SPANISH)
Job History / Details:
Summary
I am a friendly,dedicated individual with a clean CDL.Punctual and efficient Driver seeks a position as part of a delivery team with opportunities for professional growth and development. Motivated to provide prompt, friendly and professional service at all times.
Punctual and efficient Driver seeks a position as part of a delivery team with opportunities for professional growth and development. Motivated to provide prompt, friendly and professional service at all times.
Highlights
DOT regulations
Customer-oriented
CDL Class A
Lifting up to 50 lbsInitiativ
Dependable and reliable
Cargo handling
Initiative to work independently
Organizational skills
Certified Forklift Operator
Extremely quick learner
Accomplishments
Maintained consistent and on-time delivery record with [] percentage of all orders arriving on-time or ahead of schedule.
Delivered shipments to customers throughout region averaging 300-500 miles daily.
Continuously maintained an accident and incident-free driving record for more than 10 years.
Experience
July 2012 to October 2012
CCR Realty Des Moines, IA.
driver
Obtained and maintained proper delivery authorization and pickup documentation.
Conducted daily DOT pre-trip inspections according to a set checklist.
Retained valid proof of insurance and registration in vehicle at all times.
Hooked and unhooked trailers from the tractor and converter dollies.
Loaded and unloaded trailers with mechanical freight handling equipment.
Submitted reports on the condition of the truck at the end of each trip.
Maintained records required for compliance with state and federal regulations.
Delivered customer orders to homes and places of business within established time frames.
Interacted with customers and vendors in a friendly and timely manner.
Lifted freight and other objects of various shapes, sizes and weights up to [] pounds.
Operated tractor-trailer combinations, including doubles and triples.
Picked up customer loads in a timely and accurate manner.
Submitted a daily mileage log with trip sheet, fuel, maintenance and delivery documentation.
Fulfilled back haul orders and spotting trailers in the yard.
Operated a tractor-trailer combination in urban, suburban and rural environments and in all types of weather conditions.
Maintained telephone and radio contact with supervisor to receive delivery instructions.
Recorded expenses and maintained receipts.
Education
1981 South Tama Community High Tama, IA.
GED
Forklift Operator Certificate
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