Customer Service Quality Assurance
Resume:
Shannon Adams
Email: ********@****-****.***
Address:
City: Elk Mound
State: WI
Zip: 54739
Country: USA
Phone: 715-***-****
Skill Level: Any
Salary Range:
Primary Skills/Experience:
Meticulous results leader, QA manager, excellent at juggling multiple tasks and working under pressure. Fast learner, experience with excel, spred sheets, data entry, scheduling and overseeing others. Team-oriented with strong track record of establishing solid relationships with clients, co-workers and administration. Compassionate, solutions-oriented dedicated to providing exceptional care and devising creative treatment plans for children, adolescents and adults.focused on positive results and client satisfaction. Reliable, conscientious and capable of taking initiative. Responsible, with excellent communication skills demonstrated by 15 plus years of experience providing home health care, personal care and managing employees who were and are satisfied with the care and assistance that I have provided.
Educational Background:
High School Dipolma from Sparta Senior High School, Sparta WI 1/2001 to 5/1996 (General)
Job History / Details:
Summary
Meticulous results leader, QA manager, excellent at juggling multiple tasks and working under pressure. Fast learner, experience with excel, spred sheets, data entry, scheduling and overseeing others. Team-oriented with strong track record of establishing solid relationships with clients, co-workers and administration. Compassionate, solutions-oriented dedicated to providing exceptional care and devising creative treatment plans for children, adolescents and adults.focused on positive results and client satisfaction. Reliable, conscientious and capable of taking initiative. Responsible, with excellent communication skills demonstrated by 15 plus years of experience providing home health care, personal care and managing employees who were and are satisfied with the care and assistance that I have provided.
Highlights
Administrative support
Self-starter
Team liaison
Administrative operations
Employee training and development
Filing and data archiving
Quality assurance
Energetic work attitude
Active listening skills
Quick learner
Computerized charting
Patient positioning
Patient transporting
Feeding assistance
Mobility assistance
Professional bedside manner
Organizational skills
Developing menus
Client satisfaction
Staff motivator
Attention to detail
Microsoft Office skills
Spreadsheet development
Team building
Staff motivation
Problem resolution
Telecommunication skills
Adaptability
Conflict resolution
Creative problem solver
Excellent communication skills
Positive and friendly
People-oriented
Approachable
Basic administrative knowledge
Flexible
Typing speed:65 WPM
Accomplishments
Customer Service:
Advisor of the month
Management Support:
Ensured smooth operations by supporting executive team.
Operations
Collaborated with [teams/departments] to ensure smooth work flow and efficient organization operations.
Accountable for all operations of busy office, including overseeing bulk files, monitoring of employees calls, save rates and delivering quality assesment forms, disciplinary forms and reviewing data sheets.Consistently commended by superiors for resolving volatile customer situations quickly and courteously. Promoted to Call Center Manager in 4 months. Capably managed a large volume call center with more than 70 employees.
Experience
July 2010 to September 2012
Straight Forward Eau Claire, WI
Results Leader/QA Manager
Planned, developed, organized, evaluated and directed implementation of facility's policies. Reviewed and explained QA forms and other plans to employees to guarantee full understanding of policies and procedures. Trained new employees and existing employees on multiple billing programs, data entry software and call quality. Assisted in all areas of administrative work including data entry, receptionist duties, file organization, research and development. Effectively managed a high-volume of inbound and outbound customer calls. Addressed and resolved customer product complaints empathetically and professionally. Accurately documented, researched and resolved customer service issues. 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. Oversaw call center employees to ensure customer satisfaction goals were consistently met. Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates. Led a team of customer service representatives to increase service center profitability.
September 2011 to April 2012
Cooperating Community Programs St Paul, MN
Care Provider
Enforced safety procedures in accordance with facility policies and government regulations.Performed all tasks with a patient-centered focus while seeking opportunities for improvement of processes and treatments.
Delivered high-quality and compassionate treatment to child with autism. Evaluated patient care needs, prioritized treatment and maintained patient flow. Accurately documented all elements of assessment, treatments and medications. Assisted client with daily functions. Provided all daily living tasks to enhance quality of life for client.
February 2010 to March 2012
Gemini Cares Chippewa Falls, WI
Care Provider
Enforced safety procedures in accordance with facility policies and government regulations.Performed all tasks with a patient-centered focus while seeking opportunities for improvement of processes and treatments.
Delivered high-quality and compassionate treatment to child with autism. Evaluated patient care needs, prioritized treatment and maintained patient flow. Accurately documented all elements of assessment, treatments and medications. Assisted client with daily functions. Provided all daily living tasks to enhance quality of life.
Education
1996 Sparta Senior High School Sparta, WI
General
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