Customer Service Quality Assurance

Nancy Larisey

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

Address:

City: Port Richey

State: FL

Zip: 34668

Country: USA

Phone: 727-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Customer-focused Representative with a capacity to troubleshoot issues to ensure customer satisfaction. Skilled in Management and committed to addressing customer concerns with speed, accuracy and professionalism. Customer Service Manager committed to delivering success through effective personnel and work flow management.

Educational Background:

High School Dipolma from Lakeland Sr. High, Lakeland FL 1/2001 to 6/1973 (Math and Science)

High School Dipolma from Brevard Community College, Lakeland FL 1/2001 to 12/2012

High School Dipolma from South University, Lakeland FL 1/2001 to 12/2012

Job History / Details:

Summary

Customer-focused Representative with a capacity to troubleshoot issues to ensure customer satisfaction.

Skilled in Management and committed to addressing customer concerns with speed, accuracy and professionalism.

Customer Service Manager committed to delivering success through effective personnel and work flow management.

Highlights

High customer service standards

Telecommunications knowledge

Strong problem solving ability

Negotiation competency

Service solutions expert

Employee relations specialist

Troubleshooting skills

Conflict resolution proficiency

Dedicated to process improvement

Devoted to data integrity

Customer Relationship Management

Accomplishments

Exceeded corporate target for customer satisfaction.

Maintain rapport with Crew and other Managers.

Experience

May 2000 to March 2002

McDonalds Kada Corporation South Bend, IN

Server

Took lower pay of 7.95 hr for personal needs. Acquired knowledge granted needed position of M-F 8am to 3pm due to young children in school.

Provided accurate and appropriate information in response to customer inquiries.Demonstrated mastery of customer service within specified time frames.

September 1998 to March 2000

Jackson Hewitt South Bend, IN

Tax Preparer

Responsible for complex Tax returns for Individuals, Businesses, and Corporations.

March 1988 to September 1993

Shoney's Restaurant Titusville, FL

Waitress/Hostess/Dinning room Supervisor

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.Improved customer ratings by catering to specific needs..

Some job listings overlap due to holding more than one job at a time.

January 1988 to September 1990

PIP Printing Titusville, Fl

Assistant to Owner

Demonstrated mastery of customer service call script within specified time frames in telemarketing list and records. Worked counter and phone lines to take orders and customer service duties also included printing with High Speed Copier, Graphic Design and Layout, Typesetting, Folding Machine care and adjustments, Stamping, Collating, Lamination, Bindery Work. Addressed customer service inquiries in a timely and accurate fashion.Maintained up-to-date records at all times.Provided accurate and appropriate information in response to customer inquiries.Collected customer feedback and made process changes to exceed customer satisfaction goals. Implemented everything necessary to maintain excellent customer satisfaction.

June 1985 to March 1989

Wendy's Corporation Titusville, Fl.

Co-Manager of Operations

Running and maintaining store operations, Hiring, Dismissal, Training, Scheduling all positions, Inventory, Ordering, Stat reports, Monitoring productions, All crew reviews, Customer Service Relationship.

Collected customer feedback and made process changes to exceed customer satisfaction goals.Made reasonable procedure exceptions to accommodate unusual customer requests.Maintained up-to-date records at all times. Ran reports and supplied data to fulfill customer report requirements. 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.Provided cross training to 58 staff members. Trained staff on how to improve customer interactions.Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee objectives were met.

September 1978 to May 1985

Jones Truck Stop Crystal River, Fl

Waitress

Completely responsible for 3 dinning areas in Restaurant with one waitress nightly, two waitress daily. 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 time frames.Addressed customer service inquiries in a timely and accurate fashion. Built customer loyalty by getting to know customers and providing what they want as individuals.

August 1975 to August 1978

McDonalds Corporation Lakeland transfered to Crystal River, Fl

Swing Manager

Started as crew and quickly worked up to management in a few months.

January 1973 to June 1973

Bishop Court Nursing Home Lakeland, FL

Nurses Aid

Worked as Nurses Aid during day while completing night school for Diploma.

April 1972 to January 1973

Turtle Creek Nursing Home Elkhart, In

Nursing Home

Husband came back from service overseas, Moved to FL. to be with him.

March 1971 to March 1972

Blood Plasma Center Lakeland, Fl

Medical Receptionist

Laid off due to store closing in Lakeland. Kept on to worked in Tampa through process of transferring operations.

Education

Lakeland Sr. High Lakeland, Fl

High School Diploma Math and Science

Brevard Community College Titusville, FL

Associate of Arts AA

Due to family crisis, terminal illness, and pregnancy of twins 1993 I postponed to later date.

South University Atlanta, Ga.

BBA Business Management and Information Technology

Currently have 42 credits, discontinued due to disability.

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