Customer Service Quality Control
Resume:
Kamecia Weaver
***Chapman, Hutchins, Texas *****
******@*****.***
CUSTOMER SERVICE PROFESSIONAL
More than 7 years’ successful experience in customer service and
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Profile
administrative support with recognized strengths in account maintenance,
problem solving and trouble shooting, and planning/implementing proactive
procedures and systems to avoid problems in the first place.
1. Excellent working knowledge using Microsoft Excel, WordPerfect,
Microsoft Word, Outlook.
2. Ability to train, motivates, and supervises customer service employees.
3. Develop plan, conduct audits and variance analyses, process payroll
and maintain/update accurate inventories.
Increased customer retention by 19%, from 72% to 91%.
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Synopsis of Achievements
1. Reactivated 9 key accounts ($253K/year), utilizing
persuasion/mediation skills.
2. Proactive planning led to notable increase in morale in all departments.
State Farm Catastrophe Services 2009 2013
Employment
Administrative Assistant
1. Quickly and effectively solve customer challenges.
2. Maintain quality control/satisfaction records, constantly
seeking new ways to improve customer service.
• Provide direct support to Section Manager for centralized
catastrophe claims center, including correspondence
preparation, confidential claim file management and data entry
and problem resolution.
• Coordinate meetings, schedule training and manage
appointment calendars for management group.
• Arrange travel for Claims manager
• Maintain records for new arrivals and departure of staff and
independent adjusters.
• Create and distribute work schedule for management
• Update and arrange time off for staff employees
State Farm( Spherion) 2005
2009
Customer Service Assistant
1. Answer 12 line switchboard
2. Maintain quality control/satisfaction records
3. Quickly and effectively solve customer challenges.
4. Handled irate customers concerning their payments for
total loss and catastrophic events
5. Enter customer information from initial loss reporting
Lincoln Humanities Communication 1992
Education
Magnet High School
References Furnished Upon Request
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