Customer Service Quality Assurance

Dawn V Cause

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

Address:

City: Hope Mills

State: NC

Zip: 28348

Country: USA

Phone: 910-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Qualified Customer Service Representative with over twenty five years in fast-paced customer service and call center environments. Personable and professional under pressure. Results-driven, ability to establish rapport with clients, computer skills and superior telephone etiquette.

Educational Background:

High School Dipolma from Hempstead High School, Hempstead NY 1/2001 to 6/1975 (Academic)

High School Dipolma from B.O.C.E.S, Hempstead NY 1/2001 to 11/2012

High School Dipolma from Hempstead High School, Hempstead NY 1/2001 to 11/2012

Job History / Details:

Career Overview

Qualified Customer Service Representative with over twenty five .years in fast-paced customer service and call center environments. Personable and professional under pressure. Results-driven, ability to establish rapport with clients, computer skills and superior telephone etiquette.

Core Strengths

Telephone inquiries

Multi-line telephone skills

Adaptability

Data Entry

10 key

Listening skills

Excellent communication skills

Fast learner

Adaptive team player

Store maintenance ability

Cash management

Large cash/check deposits expert

Trusted key holder

Opening/closing procedures

Accomplishments

Telephone Service

Professionally processed 80 calls per day, providing information and service to ensure customer satisfaction.

Customer Follow-up

Ensured that customers were satisfied with company and services by doing follow-up calls.

Customer Interface

Greeted customers upon entrance and handled all cash and account transactions.

Assisted customers over the phone regarding their account balances, deposits and withdrawls.

Monetary Transactions

Handled cash, check, credit and automatic debit card transactions with 100 percentage accuracy.

Work Experience

March 2010 to Current

AT&T Fayetteville, NC

Customer Service Representative

Effectively manage high-volume of inbound customer calls regarding their wireless accounts.

Make requested changes to rate plans, give credit adjustments, re-rate billing, add and remove features, and change personal information as requested by customer.

Made reasonable procedure exceptions to accommodate unusual customer requests.

Addressed and resolved customer product complaints empathetically and professionally.

Program, activate and troubleshoot problems with equipment, take payments over the phone and make sure everything is documented on customers account.

Gathered and verified all required customer information for tracking purposes.

Accurately documented, researched and resolved customer service issues.

Formulated and enforced Service Center policies, procedures, and quality assurance measures.

Ensure compliance with federal laws and company guidelines.

August 2009 to March 2010

Family Fare/BP Gas Station Fayetteville, NC

Cashier

Greeted customers in a timely fashion while quickly determining their needs.

Recommended merchandise to customers based on their needs and preferences.

Received and processed cash and credit payments for in-store purchases.

Opened and closed the store, including counting cash, opening and closing cash registers.

Engaged with customers in a sincere and friendly manner.

Completed all cleaning, stocking and organizing tasks in assigned sales area.

Maintained friendly and professional customer interactions.

Verified that all merchandising standards were maintained on a daily basis.

May 2008 to July 2009

Portfolio Recovery Associates Norfolk, VA

Collection Representative

Effectively managed a high-volume of inbound and outbound customer calls in an effort to negotiate payments on past due accounts.

Addressed and resolved customer complaints empathetically and professionally.

Provided accurate and appropriate information in response to customer inquiries.

Defused volatile customer situations calmly and courteously by resolving diverse issues.

Accurately documented, researched and resolved customer service issues.

Formulated and enforced Service Center policies, procedures, and quality assurance measures.

Ensure compliance with federal laws and company guidelines.

February 2008 to May 2008

Priority Staffing/Coleman & Associates Virginia Beach, VA

Customer Service Representative

Effectively managed a high-volume of inbound customer calls from Verizon online customers regarding their billing and rate plans

Provided accurate and appropriate information in response to customer inquiries by performing cancellations, generating credits and explaining their billing.

Accurately documented, researched and resolved customer service issues.

Formulated and enforced Service Center policies, procedures, and quality assurance measures.

Ensure compliance with federal laws and company guidelines.

June 2007 to November 2007

Headway Corp/Panasonic of North America Chesapeake, VA

Plasma Concierge Representative

Effectively managed a high-volume of inbound customer calls of Plasma Television owners who were in need of service or repairs.

Addressed and resolved customer problems by troubleshooting to correct problem. If unable to help we contacted local Authorized Panasonic Servicer to set appointment for in home servicing.

Provided accurate and appropriate information in response to customer inquiries, provide times and dates the servicer would be out and contact number of servicer.

Accurately documented, researched and resolved customer service issues.

September 2000 to May 2007

Bragg Mutual Federal Credit Union Fayetteville, NC

Teller Associate

To meet and greet members, take incoming calls from member's regarding their account(s).

Open and close accounts, handle and balance cash, file, and mail out checks.

Train new employees, responsible for all monies coming in and going out, for the Tellers and the Branch.

Perform scheduled evaluations, handle complaints, open and close Individual Retirement Accounts and Share Certificates of Deposits, handle Internet Banking questions and problems also fill in at whatever branch or department needed.

Adhered to Bragg Mutual Federal Credit Union's security and audit procedures.

Maintained confidentiality of bank records and client information.

Delivered prompt, accurate and excellent customer service.

Educational Background

Present Fayetteville Technical Community College Fayetteville, N.C.

Accounting

6/1975 B.O.C.E.S Freeport, New York

Certificate of Completion Banking, Bookkeeping, Data Entry

6/1975 Hempstead High School Hempstead, New York

High School Diploma Academic

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