Customer Service Quality Assurance

Laurie Rogala

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

Address:

City: Chandler

State: AZ

Zip: 85226

Country: USA

Phone: 480-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Self-Motivated and highly organized individual with exceptional time management and problem solving abilities. Exercise independent judgment, decision-making abilities and high level of confidentiality. Diligent, detail-oriented administrative assistant knowledge of all office functions. Proficient with MS Outlook, Work, Power Point and Excel programs. Ability to foster and maintain a personal/professional balanced connection with employees to build trust and gain buy-in in order to deliver exceptional results. Attention to detail and precision, solid work ethics concerning facility deadlines and reliability. Self-starter can be depended on to complete a task under minimal supervision.

Educational Background:

High School Dipolma from Perry Central High School, Perry NY 1/2001 to 6/1982 (General)

Job History / Details:

Professional Summary

Self-Motivated and highly organized individual with exceptional time management and problem solving abilities.

Exercise independent judgment, decision-making abilities and high level of confidentiality.

Diligent, detail-oriented administrative assistant knowledge of all office functions.

Proficient with MS Outlook, Work, Power Point and Excel programs.

Ability to foster and maintain a personal/professional balanced connection with employees to build trust and gain buy-in in order to deliver exceptional results.

Attention to detail and precision, solid work ethics concerning facility deadlines and reliability.

Self-starter can be depended on to complete a task under minimal supervision.

Core Qualifications

Results-oriented

Client-focused

Quick learner

Computer proficient

Microsoft Office

File/records maintenance

Financial records and processing

Skilled multi-tasker

Team player

Flexible schedule

Reports generation and analysis

Contract negotiation/review/drafting

Experience

April 2011 to November 2012

SBM/Verizon Wireless Chandler, Arizona

Facility Coordinator ( Contractor)

Managed external contractors/vendors involved in installation, commissioning and maintenance of building systems.

Monitored and managed (either directly or in partnership with building landlords) optimum performance of all existing building systems, including HVAC, back-up power generators, UPS, electrical, critical equipment monitoring, elevators, security (access control and camera surveillance) fire protection systems, kitchen equipment and general building maintenance.

Planed, implemented and assisted in the implementations of building and building systems modifications and improvements as required.

Oversaw activities of building contractors, vendors and suppliers. Responsible for monitoring all contracts for compliance and cost control Performed quality control inspections to ensure adherence to contract specifications and industrial standards.

Responded in a professional and timely manner to management and internal customs inquires relating to facilities operations issues. Researched and resolved problems relating to facilities operational issues.

Managed or assisted in managing outsourced building services including (but not limited to) janitorial, grounds maintenance, mail services, walk-up copy services, food services, document shredding, record retention, garbage collection, security guard service, window cleaning and furniture repair.

Responsible for monitoring of all expenditures for assigned areas of responsibility against budged and reporting variances on a monthly basis.

Responsible for Monthly Capital and Expense budgets and accruals.

12/6/2012 12:00:00 AM

July 2007 to April 2011

Verizon Wireless/ Alltel Communications Phoenix, Arizona

Facility Coordinator/Administrative Assistant

Provided administrative support to Customer Service Associate Director and Call Center Director, including 350 front-line employees with a demonstrated ability to improvise, improve procedures and meet demanding deadlines.

Coordinated, negotiated and created vendor contracts to ensure cost savings to the call center.

Oversaw activities of building contractors, vendors and suppliers. Responsible for monitoring all contracts for compliance and cost control. Performed quality control inspections to ensure adherence to contract specifications and industrial standards.

Responded in a professional and timely manner to all facility issues.

Researched and resolved problems relating to facilities operational issues.

Managed outsourced building services including (but not limited to) janitorial, walk up copy machines, projectors, document shredding, records retention, garbage collection, security guard serve and furniture repairs.

Partnered with center Director & Human Resources to design the Phoenix call center evacuation plan and provided training to ensure safety for all employees.

Planned and coordinated corporate luncheons and developed presentations for meetings. Handled details of arranging meetings, conference and travel accommodations.

Processed monthly expense reports reflecting supporting documents.

Coordinated and maintained weekly attendance and annual vacation records for 350 employees.

Organized and coordinated office operations, managed supplies provisioning and technology/office equipment ordering, maintenance and related team training to enable the staff to perform their jobs effectively.

September 2006 to July 2007

Alltel Communications Little Rock, Arkansas

Quality Assurance Coordinator

Met daily, weekly & monthly quantitative monitoring productivity goals.

Accurately assessed call quality and provided professional, objective feedback to Supervisors and Representatives relative to establish departmental methodology for coaching, recognition and education.

Participated in Quality Assurance team and departmental initiatives.

Conducted side by side monitoring for Technical Support teams.

Secured appropriate call monitoring volumns within an acceptable range of calibrations.

Partnered with other Quality Assurance Coordinators to ensure the success of the Quality Assurance Department.

Acted professionally as a leader of the business and ambassador of the Quality Assurance team.

June 2003 to September 2006

Alltel Communications Phoenix, Arizona

Facility Coordinator / Administrative Assistant

Provided administrative support to Technical Support Associate Director and call center Director, including 150 front-line employees with a demonstrated ability to improvise, improve procedures and meet demanding deadlines.

Coordinated, negotiated and created vendor contracts to ensure cost savings to the call center.

Oversaw activities of building contractors, vendors and suppliers. Responsible for monitoring adherence to contract specifications and industrial standards.

Responded in a professional and timely manner to management and internal customs inquires relating to facilities operations issues.

Managed outsourced building services including (but not limited to) janitorial, walk up copy machine service, projectors, document shredding, record retention, garbage collection, security guard service and furniture repairs.

Planned and coordinated corporate luncheons and developed presentations for meetings.

Processed monthly expense reports reflecting supporting documents.

Coordinated and maintained weekly attendance and annual vacation records for 150 employees.

Organized and coordinated office operations, managed supplies provisioning and technology/office equipment ordering, maintenance and related team training to enable the staff to perform their jobs effectively.

June 2002 to June 2003

Alltel Communications Phoenix, Arizona

Technical Support Lead

Served as a primary contact for Technical Support representatives in the call center.

Advised and coached representatives, provided leadership and motivation to the team.

Assisted Supervisors as assigned with reports, coaching and monitoring of Technical Support front line representatives.

Acted as a liaIson between Technical Support team and Alltel Engineers regarding any urgent time sensitive issues that would impact our customers.

Mentored new hire Technical Support representatives.

December 1996 to June 2002

Alltel Communications/Cellular One Phoenix, Arizona

Customer Service/Technical Support Representative

Provided exceptional customer service and technical support for internal and external voice and data product customers.

Followed up with customers to ensure first call resolution and achieved and delivered 100 percentage customer satisfaction.

Demonstrated and practiced regularly the skills necessary to handle any Technical Support or Customer Service call types that was routed throughout the call center.

Troubleshoot hardware and software issues and identify network /application issues.

Provided detailed information on how to setup/configure data and voice products.

Used trouble ticket system for tracking customer interactions and problem resolution.

Assisted customer with billing issues and or inquires.

Evaluated customers concerns and resolved problems with customer satisfaction.

Used various administrative department tools and on-line resources for customer resolutions.

Education

1982 Perry Central High School Perry, New York

High School Diploma General

Minor in Math, French & Computers

Professional Affiliations

Received certificate of satisfaction from Verizon Wireless Director for going above and beyond call of duty in August 2012.

Rated exception/leading as a Facility Coordinator/Administrative Assistant in the years 2007 thru 2011.

Recipient of Quality center stretch goals contest winner in the year of 2012.

Achieved perfect attendance in both 2nd & 3rd quarter of 2010.

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