Customer Service Quality Assurance

STEPHANIE D. KING

HOME-919-***-****, MOBILE-919-***-****

E M A I L : K I N G 4 8 4 1 7 @ AT T. N E T

OBJECTIVE

I will offer a combination of Customer service and Administrative skills to exceed employer’s expectation,

deliver second- to- none service and always put the customer first.

KEY SKILLS

Quality Management Inbound Call Center Operations

Microsoft Word, Excel, PowerPoint, and Outlook HRIS

Express

Debit Card Transaction and

World-Class Customer Service Processing

Troubleshooting/ Problem Solving Reports & Documentation

Technical Support issues Directive team management and

participation.

Customer Order Fulfillment

Training

Maintaining client maintenance system

Typing 40 WPM

Flex Financial System

Nice reporting systems

Outbound Support

Escalation Specialist

PROFESSIONAL EXPERIENCE

Technekes Create Demand- Outbound Sales Associate 2250 Perimeter Pkwy. Morrisville,

NC 919-***-****, 10-2012 – 2/2013

• Make outbound calls to customers educating them about products and services available per

client specifics.

• Creating escalation and inbound call processes and maintaining EXCEL spreadsheets to ensure

timely documentation of all issues.

• Handling customer complaints by closing accounts and finding positive resolutions that

maintained a healthy relationship with our clients.

• Preparing daily email for our client service team, detailing daily Positive and Negative issue

throughout the office.

• Creating Lean Six Sigma processes to prevent the slowdown of all daily business, and to save

the company money and valuable time.

• Writing voicemail scripts and inbound call center question list.

ACS - Quality Assurance Analyst (Manager) 1300 Crescent Green Dr. Cary, NC 919-***-****

4/2007 - 4/2011

Analyze call data for an inbound call center while monitoring quality standards for the

company.

Facilitate client calibrations in a conference call setting.

Coaching team members on technical issues regarding plan rules and guidelines.

Monitor HIPAA compliance and company security regulations.

Evaluate 401K, Pension, Health and Welfare benefits and H.S.A account transactions for

accuracy according to the Federal Reserve regulations.

Develop and implement total quality management (TQM) programs and initiatives through

Lean Six Sigma.

ACS – Total Benefit Outsource Senior Customer Service Rep. 1200 Crescent Green Dr.

Cary, NC 919-***-**** 8/2004 - 4/2007

Operate a multi-line phone system in an inbound call center to educate customers on

client specific guidelines, fees associated with account, process fraudulent claims, debit

card activation and maintain all activities on H.S.A accounts.

Represent two major banks in regards to plan rules and guidelines.

Web support-accessing accounts, resetting passwords with internet portal.

Mentor team of thirty and provide leadership with technical issue and create tools

(spreadsheets, Templates) for business purposes.

Process 401k loan, withdrawal transactions, and Pension Annuity request.

Contact Us

Crisis Helpline Director’s Assistant/Scheduler Smithfield, NC 4/2002 - 8/2004

Assisting with day-to-day operations in the crisis center.

Quality assesses the contents of the monthly newsletter; prepare meter postage for all

office mail.

Process invoices for account receivables from vendors and prepare documents for

account payables to process.

Schedule over two hundred volunteers to cover one hundred twenty shifts monthly.

E DUCATION

Career Institute - 1300 Metro Center, NW Suite Washington, DC. 8/1986

Studied - Finance

Johnston Comm. College - College Rd. Smithfield, N.C. 27577 2/2002

Studied - Crisis Counseling Certification – Graduated 2/2002

References Given Upon Request

Contact this candidate