Customer Service Quality Assurance
Resume:
Jill Latiolais
Email: ********@******************.***
Address:
City: Lafayette
State: LA
Zip: 70507
Country: USA
Phone: 338-***-****
Skill Level: Any
Salary Range:
Primary Skills/Experience:
Energetic Administrative Assistant with strong time management skills who thrives in a fast-paced, dynamic environment. Business Customer Service Specialist who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. Operation Specialist with track record of developing a quality call center workforce. G roup Time Reporter versed in customer support in high call volume environments. Superior computer skills and telephone etiquette.
Educational Background:
High School Dipolma from North Vermilion High School, Maurice LA 1/2001 to 5/1991 (Business Management)
High School Dipolma from Remington College, Maurice LA 1/2001 to 10/2012
High School Dipolma from, Maurice LA 1/2001 to 10/2012
Job History / Details:
Summary
Energetic Administrative Assistant with strong time management skills who thrives in a fast-paced, dynamic environment.
Business Customer Service Specialist who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.
Operation Specialist with track record of developing a quality call center workforce.
Group Time Reporter versed in customer support in high call volume environments. Superior computer skills and telephone etiquette.
Highlights
High customer service standards
Employee relations specialist
Service solutions expert
Dedicated to process improvement
Conflict resolution proficiency
Proficient in internal customer account software
Devoted to data integrity
Strong problem solving ability
Troubleshooting skills
Telecommunications knowledge
Adept in automated attendant systems Employee relations specialist
Experience
September 2001 to March 2002
AT&T Lafayette, Louisiana
Customer Service Representative
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Made reasonable procedure exceptions to accommodate unusual customer requests.
Provided accurate and appropriate information in response to customer inquiries.
Demonstrated mastery of customer service call script within specified timeframes.
Maintained up-to-date records at all times.
Developed effective relationships with all call center departments through clear communication.
Built customer loyalty by placing follow-up calls for customers who reported product issues.
October 2009 to October 2012
AT&T Lafayette, Louisiana
Administrative Assistant
Facilitated information flow between our internal business specialist, operations, quality assurance, training and my payroll department to guarantee attendance and all worked hours were reported correctly.
Also my position as an Admin, was being a GTR (Group Time Reporter), any all pay issues were addressed and handled by me to ensure specialist were paid correctly for time worked.
Responsible for auditing time worked, illness days reported and illness days paid, vacation coding and vacation paid days were paid properly.
I was assigned 200 agents for daily monitoring of Leave of Absence, Short Term Disability, Business Specialist and Operation Specialist.
Daily audits completed to ensure specialist were not late for scheduled work times at the Start and End of Shifts assigned and ensured specialist followed all scheduled lunch and breaks.
October 2003 to October 2006
AT&T Lafayette, Louisiana
Single Point of Contact (SPOC)
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Made reasonable procedure exceptions to accommodate unusual customer requests.
Provided accurate and appropriate information in response to customer inquiries.
Demonstrated mastery of customer service call script within specified timeframes.
Improved customer ratings by 100 percentage .
Maintained up-to-date records at all times.
Developed effective relationships with all call center departments through clear communication.
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.
Achieved customer satisfaction rating of 100 percentage within 6 months, exceeding corporate target.
Implemented changes to customer service program, resulting in 100 percentage higher customer satisfaction ratings.
Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met.Properly directed inbound calls in phone queues to improve call flow.
March 2002 to September 2002
AT&T Lafayette, Louisiana
Business Customer Representative
Provided accurate and appropriate information in response to customer inquiries.
Demonstrated mastery of customer service call script within specified timeframes.
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Demonstrated mastery of customer service call script within specified timeframes.
Addressed customer service inquiries in a timely and accurate fashion.
October 2006 to October 2006
AT&T Lafayette, Louisiana
Operation Specialist
Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations.
Assisted with the development of the call center's operations, quality and training processes.Formulated and enforced Service Center policies, procedures and quality assurance measures by providing hourly reports.
Built internal customer loyalty by placing follow-up calls for customers who reported scheduling, vacation, illness pay issues.
Worked with upper management to ensure appropriate changes were made to improve our internal customer satisfaction.
October 2002 to October 2003
AT&T Lafayette, Louisiana
Report Analyst
Developed effective relationships with all call center departments through clear communication.
Ran reports and supplied data to fulfill customer report requirements.
Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
Provided cross training to [] staff members.
Trained staff on how to improve customer interactions.
Assisted with the development of the call center's operations, quality and training processes.
Education
1991 North Vermilion High School Maurice, Louisiana
High School Diploma
Remington College Lafayette, Louisiana
Business Management
Coursework in Finance and Business Development,
2001 - 2006, recognized as "Perfect Attendance.
2006, received award as "Employee of the Year"
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