Customer Service Quality Assurance
Resume:
Arnell Massey
Email: ********@************.***
Address:
City: Canton
State: OH
Zip: 44708
Country: USA
Phone: 330-***-****
Skill Level: Any
Salary Range:
Primary Skills/Experience:
Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success.
Educational Background:
High School Dipolma from Ohio State, Columbus OH 1/2001 to 8/1998 (Business)
Job History / Details:
Summary
Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success.
Core Qualifications
Strong organizational skills
Active listening skills
Seasoned in conflict resolution
Sharp problem solver
Energetic work attitude
Courteous demeanor
Store maintenance ability
Inventory control familiarity
Customer service expert
Visual merchandising proficiency
Opening/closing procedures
Professional Experience
October 2012 to November 2012
Allstate Insurance Hudson, Ohio
Claims representative
Collected customer feedback and made process changes to exceed customer satisfaction goals.
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.
Developed effective relationships with all call center departments through clear communication.
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.
September 2012 to October 2012
Trubridge Insurance North Canton, Ohio
Quality assurance
Advised managers on organizational policy matters and recommend needed changes.
Developed, produced and enhanced risk reports for all business units.
March 2011 to July 2010
Heinz Massillon, Ohio
Assembly production
Inspected, tested and measured materials, products and installations to spec.
Weighed raw data, reviewed parts history and organized results prior to quality analysis.
Handled, measured and mixed chemicals following prescribed methods and testing requirements.
Recommended corrective actions to minimize rate of product defects.
November 2010 to March 2010
Special Pak/ G.E capital Canton, Oh
Interpreted prints, drawings and sketches.Set up and performed hand and automatic assembly operations on components, sub-assemblies and assemblies.Assembled components with hand and power tools.Assessed work for errors or compliance issues and made corrections and modifications when necessary.Cleaned and finished sub-assemblies or assemblies using hand or power tools.Set up and operated greasing equipment to grease components, sub-assemblies or assemblies.Performed and submitted first piece for inspection.Lubricated and wiped machines, tools and workplace to maintain safety and cleanliness.Inserted and positioned materials and clamped, spliced and fitted parts using hand and power tools.Retrieved correct materials from product inventory to perform various fabrication duties.
July 1996 to March 2010
Finish Line Canton, Ohio
Assistant Manager
Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges.
Prevented store losses using awareness, attention to detail and integrity.
Organized weekly sales reports for the sales department to track product success.
Trained twenty new employees quarterly.
Opened a new store location and assisted in recruiting and training new staff.
Fulfilled customer shipping needs using UPS and USPS methods.
Completed weekly schedules according to payroll policies.
Stocked and restocked inventory when shipments were received.
Achieved high sales percentage with consultative, value-focused customer service approach.
Cross-trained and provided back-up for other customer service representatives when needed.
Computed accurate sales prices for purchase transactions.
Computed accurate sales prices for purchase transactions.
Generated sales and inventory reports in Excel with data from a variety of sources, maintaining a 100 percentage accuracy rate.
Guaranteed positive customer experiences and resolved all customer complaints.
Compiled weekly monetary reports and records for store managers.
Maintained adequate cash supply in cash drawers in multiple checkout stations.
Responsible for ringing up customers in a timely manner and guaranteeing high level of customer service.
Accurately logged all daily shipping and receiving orders.
Processed merchandise returns and exchanges.
Education
Ohio State Columbus, Oh
High School Diploma Business
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