Customer Service Quality Assurance

Nancy Lane

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

Address:

City: Arlington

State: TX

Zip: 76002

Country: USA

Phone: 817-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Self-motivate professional with the ability to thrive in a fast-paced, high volume environment.

Educational Background:

High School Dipolma from University Of Phoenix, Phoenix AZ 1/2001 to 8/2012 (Business Administration)

Job History / Details:

Career Overview

Self-motivate professional with the ability to thrive in a fast-paced, high volume environment.

Skill Highlights

Report development

Problem resolution

Administrative support

Meet deadlines

Schedule management

Meets/exceeds goals

Self-starter

Travel booking

Team liaison

Attention to detail

Microsoft Office skills

Spreadsheet development

Administrative operations

Filing and data archiving

Inventory systems

Quality assurance

Core Accomplishments

Management Support:

Ensured smooth operations by supporting Call Center Manager and team.

Calendaring:

Planned all meetings and travel for manager and supervisors

Travel Planning:

Booked heavy domestic and international travel for department of 20.Scheduling

Facilitated onboarding of new employees by scheduling training, answering questions and processing paperwork.

Process Improvement

Oversaw implementation of new phone system and other office equipment which resulted in more cost-effective service.

Research

Research:

Investigated and analyzed client complaints to identify and resolve issues.

Vendor Management:

Negotiated low vendor rates for office supplies.

Event Planning

Successfully planned and executed corporate meetings, lunches and special events for groups of 100 employees.Data Organization

Improved office organization by compiling quarterly budget reports, financial spreadsheets, organizational charts and company data reports using advanced Microsoft Excel functions.

Computer Proficiency

Created PowerPoint presentations that were successfully used for business development.

Multitasking

Demonstrated proficiencies in telephone, e-mail, fax and front-desk reception within high-volume environment.

File Management

Prepared monthly reports for records, closed terminated records, completed final audit of charts and insured that all documentation has been received and filed.

Administration

Answered multiple phone lines, transferred calls to corresponding departments, filed patient records and billed accordingly.

Customer Service

Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.

Professional Experience

July 2007 to December 2009

Verizon Communications Dallas, Texas

Customer Relations /Administrative Assistant

Served as corporate liaison between the Call Center and Customer Advocacy Team.Performed regular telephone contact with providers and customers to discuss status of regulatory complaints and reimbursement process to ensure account resolution.Provided efficient customer service to clients.

Excelled within deadline-intensive environment, ensuring accurate and on-time completion of all projects.

Scheduled and confirmed appointments for entire management team.Developed new customer relations through telephone contact and sales activity.

Successfully resolved [150] of customer issues per [week].Improved communication efficiency as primary liaison between departments, clients and vendors.Managed executive calendar and coordinated weekly project team meetings. and assisted in the development of meeting agendas to increase meeting efficiency.

Education

2012 University Of Phoenix Phoenix, Arizona

Bachelor of Science Business Administration

18 relevant units

Courses include Keyboarding, Business Mathematics and Report Writing, Statistics, Accounting, Finance and Marketing

PowerPoint classes

GPA 3.69

Contact this candidate