Customer Service Quality Assurance
Resume:
Jennifer Lewis
Email: *********@********.***
Address: **** *** *****
City: Pasadena
State: TX
Zip: 77505
Country: USA
Phone: 832-***-****
Skill Level: Management
Salary Range: $60,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Jennifer Lewis
6038 Dee Drive
Pasadena, TX 77505
*********@********.***
Experience
StarTex Power
Manager: Office of the President, Online Customer Service, Quality Assurance September 2009 - September 2012
Proficiently managed the Office of the President Department ensuring Public Utility Commission of Texas and Better Business Bureau Complaints were addressed and completed in a thorough and timely manner
Researched, resolved and de-escalated customer issues delegated by CEO, COO and SVP of Operations
Successfully directed the Online Customer Service Department which included E-Mail Communications and Web Chat to ensure customer inquiries, complaints, compliments and suggestions were answered accurately and promptly
Competently ensured the Star Treatment was delivered to both internal and external customers
Successfully implemented the Quality Assurance Department which included definition and scope, cost benefits analysis, policies and procedures, budget, quantitative metrics, Pilot Program and QA Mission Statement
Effectively oversaw the day to day operations of the Quality Assurance Program for 50+ call center employees including over 500 monthly evaluations, coaching/feedback sessions, training, weekly calibration meetings, scoring assignments, statistical reports, rewards and incentives
Actively coached, evaluated and rewarded team members on a daily basis regarding performance requirements
Effectively documented Call Center business processes and procedures
Flexibly assisted with special projects as needed
MAC Cosmetics, Inc.
Retail Manager June 2008 - September 2009
Effectively managed a million dollar location and exceeded sales plan by over 4% (12.25% over LY)
Forecasted, planned and implemented revenue calendar to ensure that daily, weekly and month-to-date sales goals were met and/or exceeded
Secured a respectful and profitable relationship with our partnered location, Macy`s Memorial City
Ensured customer retention and product/service satisfaction by continued employee coaching and developing
Coached and developed Assistant Retail Manager and 3rd Key Assistant for future career success
Oversaw event planning which included exceeding the ascertained customer appointment booking goal, preparation and breakdown of the event, and event review paperwork
Reliant Energy February 2006 - June 2008
Key Segment Services - Supervisor
Successfully managed workflow questions and issues amongst 30 agents between the department`s 8 primary functions: Builder/Multifamily Fax Database (electricity start/stop requests, meter installations/removals), KSS Inbox, CSA (Continuous Service Agreements), COO (Change of Ownership), Residential Fax Pilot Program, Builder Call Center, Whitefence (3rd party enrollment vendor) and Business Services Multiple Requests Inbox
Conducted Performance Evaluation Reviews during mid-year and annual PMP Reviews
Proficiently managed agent`s time administration/payroll in HR SAP
Actively coached, evaluated and rewarded team members on a daily basis regarding performance requirements
Followed policies and procedures and executed steps of discipline when necessary
Resolved problems and interpersonal conflicts amongst team when necessary
Ensured databases were maintained, properly updated and reports generated
`CCREview Magazine` Editor
*CCReview was Reliant Energy`s Customer Care Magazine
Responsible for selection of article topics, delegation of authors and management of monthly planning calendar
Coordinated magazine content with Customer Care VP, Directors and Managers
Creatively aligned articles and pictorials for graphic design presentation
Accurately edited all magazine content and proofs before publication
Coordinated distribution of approximately 1,000 magazines monthly to three Reliant Energy Call Centers located in Houston, El Paso and San Angelo, TX
Residential Call Center- Supervisor
Monitored and coached a team of 20 employees on a daily basis regarding performance requirements utilizing Blue Pumpkin (Schedules & Adherence), CCPulse and CentreVu (Stats - AHT, ACW & HOLD Times), Cognos (Scorecards), Verint (Quality Assurance), Error Management System (internal errors and avoidables) and the Attendance Tracker
Efficiently scored and provided feedback on approximately 80 calls per month
Proficiently managed agent`s time administration/payroll in HR SAP
Followed policies and procedures and executed steps of discipline when necessary
Ensured databases were maintained, properly updated and reports generated
Acted as a content-matter expertise for the Residential Call Center assisting agents with customer issues
Key Segment Services & Builder Call Center Representative
Accurately processed approximately 150 - 200 transactions daily from In Territory & Out of Territory builders requesting meter installations, meter removals and status inquiries through the Builder Fax Database using multiple front office and back office transactions in SAP/CCS
Successfully handled incoming calls from In Territory & Out of Territory builders who were requesting meter installations, meter removals and status inquiries using multiple front office and back office transactions in SAP/CCS
Schoenemann, Richeson and Company January 2005 - December 2005
Executive Administrative Assistant
Creatively designed PowerPoint & Excel proposals & presentations for various products to diverse retail companies such as Wal-Mart, PetSmart, HEB, Hobby Lobby and many more
Responsibly ran and distributed Teradata Sales Reports for one of our largest retail companies which included 13 vendors & 300+ products
Managed Retail Link Sales Reports for Wal-Mart that included 1,000+ stores
Oversaw all customer service & office functions that included tracking of purchase orders, management of phone lines, travel accommodations for the president, copies, faxes, files, office supply orders and overall office support for the president at anytime
Financial Counseling Corporation January 2004 - January 2005
Executive Administrative Assistant
Efficiently produced 100+ portfolios per month detailing client investments
Productively assisted CEO, President & 8 Broker Dealers with daily tasks such as letters, spreadsheets and reports
Familiar with investment tools such as Net Exchange Pro, Centerpiece and 3270
Responsible for bank deposits & all bill pay through QuickBooks which included 45+ vendors
Accountable for all office functions such as travel accommodations, conference room reservations, phone lines, copies, faxes, files, office supply orders and overall office support for any representative at anytime
Reliant Energy February 2002 - January 2004
Customer Support Group - Lead
Served as a back-up Supervisor by overseeing work production and the management of 10+ employees
Successfully developed a `Customer Support Group Quality Control Program` including an Overview, Process and Excel spreadsheet that contained six months of formulas used to calculate employee`s performance management
Effectively updated a Customer Support Group Online Help System by the development and implementation of various and numerous processes that were utilized daily by CSG Representatives
Customer Support Group - Multi-Family Representative
Executed Apartment Complex Ownership Changes including the transferring of electricity accounts from the seller to the buyer
Resolved apartment issues related to property managers and tenant requests
Solved customer issues by utilizing advanced problem-solving skills in conjunction with customer databases
Customer Support Group Representative
Resolved customer (Residential & Business Services) inquiries by thoroughly analyzing and researching accounts
Resolved referrals from Residential and Business Services Customer Care Representatives
Responded to requests that required research, addressed alternate channels of customer inquiries (e-mail, fax, written correspondence, etc.), made outbound customer contact, and provided back up assistance to the Reliant Energy Retail Call Center
Performed statistical counts of customer requests in MSExcel
Distributed work assignments throughout the Customer Support Group area
Education
Associate of Arts in Social Science May 2001
San Jacinto College
Development, Organizations, Volunteer Activities
Ritz Carlton: Radar On - Antenna Up Training March 2012
Constellation Energy: Power to Lead Training March 2012
Let`s Make it Right: Techniques for Handling Challenging Customers January 2012
StarTex Power: Harassment-Free Work Environment Training December 2011
StarTex Power: Absence Management Training July 2011
StarTex Power: Management Workshop - Performance Management October 2010
StarTex Power: Conflict Management Training May 2010
StarTex Power: Reasonable Suspicion Drug and Alcohol Training May 2010
StarTex Power: Non-Harassment Training May 2010
Reliant Energy Customer Satisfaction Charter April 2007 - April 2008
Reliant Energy `March of Dimes` Coordinator April 2007 & April 2008
Leadership & Accomplishment Course November 2007
Reliant Energy `Rebuilding Together Houston` April 2007 & October 2007
Merlin G. Pope Diversity Challenge Workshop for Leaders October 2007
Reliant Energy `Supervisor Coaching` Workshop March 2007
High Rise Fire Warden Workshop March 2007
Purdue University - Call Center Excellence Workshop January 2007
Seminar - -Getting Things Done - Mastering Workflow- August 2003
Reliant Energy - United Way Campaign Leader May 2002
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