Customer Service Quality Assurance
Resume:
Robert Woodard
Email: *********@********.***
Address: **** **** ******* **** ****
City: Jacksonville
State: FL
Zip: 32216
Country: USA
Phone: 904-***-****
Skill Level: Management
Salary Range: $40,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
ROBERT WOODARD
8450 Gate Parkway West, Unit 1528
Jacksonville Fl 32216
******.**.*******@*****.***
CUSTOMER SERVICE
Dynamic and efficient with extensive experience managing in customer-
driven and dynamic industries and recognized success in customer service
functions with proven ability to work effectively in busy environments with
positive results. Highly motivated and efficient with a valuable track
record in achieving organizational goals and delivering world-class
customer service. Highly organized and self-directed leader with strengths
in recognizing and accelerating peer
s strengths, delegating the right task
to the right person, and building teams that can conquer any challenges.
Analytical and strategic thinker able to diagnose simple and complex
issues while executing practical solutions that foster customer satisfaction
and recognized ability to plan, organize and coordinate priorities in an
expedient manner. Proactive and results oriented with excellent
interpersonal and communication skills and experienced in working with
different teams and individuals at all levels from diverse cultural and socio-
economic backgrounds.
Core Competencies
Organizational Leadership
Customer Service
Client Relationship
Management
Leadership
Team Management Operations
Management
Staff Training & Development
Quality Assurance
Scheduling
PROFESSIONAL EXPERIENCE
BCBSFL
6/1990 - 8/2012
Supervisor
8/1996 - 8/2012
Managed over 30 representatives. Organized and directed daily
operations. Managed, trained, and guided agents to execute tasks
according to company standards. Prepared and developed schedules to
control adequate staffing levels. Performed call monitoring coached and
provided feedback on performance. Ensured that team members acquired
appropriate support and training to apply the best skills and knowledge on
the job. Implemented performance measurement, monitored, and
evaluated all agents to improve efficiency. Practiced and ensured
compliance with organization
s policies and procedures. Handled
escalated
calls, provided timely resolution to customer complaints to ensure
customer satisfaction.
Auditor
8/1994 - 8/1996
Monitored customer service calls, ensured customer service guideline are
followed and excellent service is provided at all time. Participated in
design of call monitoring formats and quality standards. Performed call
monitoring and provided trend data to site management team. Utilized
quality monitoring data management system to compile and track
performance at team and individual level. Participated in customer and
client listening programs to identify customer needs and expectations.
Coordinated and facilitated call calibration sessions for all agents. Provided
feedback to team leaders and managers. Prepared and analyzed internal
and external quality reports for management staff review
Customer Service Representative
6/1990 - 8/1994
Answered customer calls and responded to customer requests. Provided
customers with product and service information. Resolved problems by
clarifying issues, researched and explored answers and alternative
solutions, implemented solutions and escalated unresolved problems.
Maintained customer records by updating account information. Provided
quality customer service on every call.
US Navy-NAS Jacksonville FL
10/1978 - 1989
Aviation Administration
Maintained logs and records on all aircraft. Managed fuel, conducted
inspections and verified upkeep for each aircraft. Scheduled aircraft
inspections, organized and operated libraries of technical publications,
reports and related maintenance data. Issued aircraft inspection and work
orders. Performed clerical and administrative duties such as filing and
typing.
EDUCATION AND CREDENTIALS
Taylor Businees Institute
Business Administration 5/84
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