Customer Service Quality Assurance

Jamelia Flenoy

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

Address:

City: Lancaster

State: TX

Zip: 75146

Country: USA

Phone: 404-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Results-driven Customer Services Representative with proven ability to establish rapport with clients.

Educational Background:

High School Dipolma from Turner Job Corp, Albany GA 1/2001 to 9/2006 (General studies)

High School Dipolma from DeKalb Technical College, Albany GA 1/2001 to 10/2012

Job History / Details:

Career Overview

Results-driven Customer Services Representative with proven ability to establish rapport with clients.

Core Strengths

Telephone inquiries

Multi-channel contact center software

Excellent communication skills

Creative problem solver

Active listening skills

Quick learner

Proficient in cash management

Opening/closing procedures

Work Experience

May 2012 to September 2012

Eletto Transportation Stone Mountain, GA

Dispatch

Demonstrated mastery of customer service call script within specified timeframes.

Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.

Built customer loyalty by placing follow-up calls for customers who reported product issues.

Formulated and enforced Service Center policies, procedures and quality assurance measures.

Made reasonable procedure exceptions to accommodate unusual customer requests.

Ran reports and supplied data to fulfill customer report requirements.

September 2009 to March 2012

Macy's Atlanta, GA

Sales Associate

Identifying customer needs and directing them to an appropriate product.

Be informed of the products' specifications and information.

Persuading customers to become Macy Credit Card Holders.

Provide courteous and prompt service.

Welcome customers as they enter and thank them as they leave.

Arranging inventory on the store floor.

March 2007 to June 2009

Outcomes Health Information Solutions Norcross, Ga

Appointment Scheduler

Keep scheduled appointments up to date while rescheduling any appointments that need to be changed.

See that the phone is answered before the third ring at all times; collect and respond to messages via phone and e-mail.

Follow up on all broken appointments, keep ready call list, and fill broken and canceled appointments.

Enter new insurance information in computer and call for verification and benefit information.

See that each appointment is posted to the computer system accurately.

Assure that every patient's HIPAA forms and consent forms are signed and up to date.

See that the sensitive material is not left exposed at the front desk; obey HIPAA rules.

Educational Background

2006 Job Corp Albany, GA

Certificate Desktop Publisher

Operate desktop publishing software and equipment to design, lay out, and produce camera-ready copy.

Position text and art elements from a variety of databases in a visually appealing way in order to design print or web pages, using knowledge of type styles and size and layout patterns.

Import text and art elements such as electronic clip-art or electronic files from photographs that have been scanned or produced with a digital camera, using computer software.

2012 DeKalb Technical College Clarkston, GA

Diploma/ License Cosmetology

Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

Knowledge of the chemical composition, structure, and properties of substances and of the chemical processes and transformations that they undergo. This includes uses of chemicals and their interactions, danger signs, production techniques, and disposal methods.

Contact this candidate