Customer Service Quality Assurance

Codi Stahl

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

Address:

City: Lawrence

State: KS

Zip: 66049

Country: USA

Phone: 785-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Customer Service Manager with more than 10 years of professional customer service and leadership experience.

Educational Background:

High School Dipolma from Hays High School, Hays KS 1/2001 to 5/1999 (Communications)

Job History / Details:

Summary

Customer Service Manager with more than 10 years of professional customer service and leadership experience.

Highlights

High customer service standards

Talented client relations manager

Multi-line phone operation proficiency

Call center management experience

Adheres to customer service procedures

Devoted to data integrity

Troubleshooting skills

Telecommunications knowledge

Customer service award

Training manual contributor

Proficient with Microsoft Office Suite

Familiarity with Key Performance Indicators (KPIs)

Accomplishments

Cross-trained 100 new call center representatives.

Consistently commended by superiors for resolving volatile customer situations quickly and courteously.

Recipient of Employee of the Month Award" in October 2011.

Experience

September 2010 to March 2012

Affinitas Lawrence, KS

Quality Assurance Supervisor

Collected client feedback and made process changes to exceed agent quality goals.

Gathered and verified all client feedback for tracking and agent training purposes.

Demonstrated mastery of customer service call script within specified timeframes.

Accurately documented, researched and resolved client quality issues and guidelines.

Mastery of customer service management systems and databases.

Maintained up-to-date records at all times for client and agent statistics.

Ran reports and supplied data to fulfill client/company/agent requirements.

Formulated and enforced new client procedures and quality assurance measures.

Assisted with the development of the call center's operations, quality and training processes.

August 2009 to September 2010

Affinitas Lawrence, KS

Customer Service Supervisor

Effectively managed a high-volume of inbound and outbound customer calls.

Addressed and resolved customer product complaints empathetically and professionally.

Defused volatile customer situations calmly and courteously.

Communicated with clients and relayed new information to agents in a timely and accurate fashion.

Developed effective relationships with all call center departments through clear communication.

Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.

Prepared reports and communication for senior management and clients.

Oversaw call center employees to ensure customer satisfaction goals were consistently met.

Trained staff on how to improve customer interactions and on new product information.

Led a team of customer service representatives to increase service center profitability.

June 2009 to August 2009

Affinitas Lawrence, KS

Customer Service Representative/Lead Position

Provided accurate and appropriate information in response to customer inquiries.

Met or exceeded service and quality standards every review period.

Made reasonable procedure exceptions to accommodate unusual customer requests.

Addressed and resolved customer product complaints empathetically and professionally.

Gathered and verified all required customer information for tracking purposes.

Received many 100 percentage customer satisfaction reports.

Addressed customer service inquiries in a timely and accurate fashion.

Referred unresolved customer grievances to designated departments for further investigation.

Built customer loyalty by placing follow-up calls for customers who reported product issues.

Resolved service, pricing and technical problems for customers by asking clear and specific questions.

March 2008 to October 2008

Glen Springs Management Lawrence, KS

Medical Billing Specialist

Updated patient accounts with current payments and deductions.

Printed and sent out monthly invoices.

Managed accounts for 20 clients and all of their patients.

Contacted patients for updates on delinquent payments.

Examined patients' insurance coverage, deductibles, possible insurance carrier payments and remaining balances not covered under their policies when applicable.

Treated all patients, their families, visitors, peers, staff and providers in a pleasant and courteous manner.

Performed quality control of the data entry system to verify that claims and payments were posted correctly.

Confirmed patient information, collected copays and verified insurance.

Education

1999 Hays High School Hays, KS

High School Diploma

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