Customer Service Quality Assurance

Cori Richard

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

Address:

City: Phoenix

State: AZ

Zip: 85024

Country: USA

Phone: 602-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette.

Educational Background:

High School Dipolma from Phoenix College, Phoenix AZ 1/2001 to 5/2007 (Communications)

Job History / Details:

Professional Summary

Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette.

Areas of Expertise

High customer service standards

Service solutions expert

Dedicated to process improvement

Conflict resolution proficiency

Devoted to data integrity

Strong problem solving ability

Negotiation competency

Troubleshooting skills

Service solutions expert

Reliable and punctual

Cash handling

Neat, clean and professional appearance

Reliable team worker

Math and language skills

Delivers exceptional customer service

Proven leader

Excellent multi-tasker

Work Experience

August 2008 to 11/12/2012 12:00:00 AM

Calzona Foods/Jack in the Box Restuarants Phoenix, Arizona

Shift Supervisor

Scheduled and directed staff in daily work assignments to maximize productivity.

Efficiently resolved problems or concerns to the satisfaction of all involved parties.

Continually monitored restaurant and took appropriate action to ensure food quality and service standards were consistently met.

Minimized loss and misuse of equipment through proper restaurant supervision and staff training.

Exhibited thorough knowledge of foods, beverages, supervisory duties, service techniques, and guest interactions.

Optimized profits by controlling food, beverage and labor costs on a daily basis.

Consistently maintained high levels of cleanliness, organization, storage, and sanitation of food and beverage products to ensure quality.

Built sales forecasts and schedules to reflected desired productivity targets.

Performed restaurant walk-throughs to gauge timeliness and excellent service quality.

Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees.

December 2007 to August 2010

Places of the Heart Phoenix, Arizona

Administrative Assistant

Assisted in all areas of administrative work including data entry, receptionist duties, file organization, research and development.

Provided support towards CEO and sales team in managing operation workflow.

Maintained and prioritized daily tasks and projects including: call logs, appointments, travel, expense reports and general errands.

Systematically increased office organization by developing more efficient filing/documenting system and customer database protocols.

Directly supported CEO in managing operation workflow.

Provided efficient customer service to clients.

October 1994 to October 2007

Discover Card Phoenix, Arizona

Collector

Provided accurate and appropriate information in response to customer inquiries.

Demonstrated mastery of customer service call script within specified timeframes.

Made reasonable procedure exceptions to accommodate unusual customer requests.

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.

October 1997 to July 2005

Cigna Healthcare Phoenix, Arizona

Customer Service Representative

Collected customer feedback and made process changes to exceed customer satisfaction goals.

Ran reports and supplied data to fulfill customer report requirements.

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.

Trained staff on how to improve customer interactions.

Properly directed inbound calls in phone queues to improve call flow.

Education

2003 Phoenix College Phoenix, Arizona

Associate of Arts Communications

Member of PHI Theta Kappa

3.8 GPA

Coursework in Communications and Psychology

Training in Call Center Technology

Member of National Honors Society

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