Customer Service Quality Assurance

Rayneisha Wilson

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

Address:

City: Houston

State: TX

Zip: 77060

Country: USA

Phone: 281-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Skilled customer services representative committed to addressing customer concerns with speed, accuracy and professionalism.Resourceful customer services representative who consistently meets and exceeds productivity goals.Customer-focused representative with a proven capacity to troubleshoot issues to ensure customer satisfaction.Customer service representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.

Educational Background:

High School Dipolma from University of Phoenix, Houston TX 1/2001 to 2/2013 (Criminal Justices)

High School Dipolma from Coldspring Oakhurst High, Houston TX 1/2001 to 2/2013

Job History / Details:

Summary

Skilled customer services representative committed to addressing customer concerns with speed, accuracy and professionalism.Resourceful customer services representative who consistently meets and exceeds productivity goals.Customer-focused representative with a proven capacity to troubleshoot issues to ensure customer satisfaction.Customer service representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.

Highlights

High customer service standards

Employee relations specialist

Service solutions expert

Call center management experience

Dedicated to process improvement

Proficient in customer account software

Multi-channel contact center software

Multi-channel contact center software

Dedicated to process improvement

Conflict resolution proficiency

Customer service management expertise

Devoted to data integrity

Strong problem solving ability

Negotiation competency

Troubleshooting skills

Telecommunications knowledge

Proficient with Microsoft Office Suite

Experience

August 2012 to 2/12/2013 12:00:00 AM

Cy-Fair ISD Cypress, TX

Program Leader

Employed a variety of materials for children to explore and manipulate in learning activities and imaginative play.Disciplined children and recommended other measures to correct behavior.Carefully monitored children's play activities.Offered detailed daily reports that outlined each child's activities.Incorporated music and art activities to encourage creativity and expression.Carefully identified warning signs of emotional and developmental problems in children.

May 2010 to July 2012

Advantage Staffing Houston, TX

Sales Customer Service

Fielded an average of 200 customer service calls per day.Recommended and helped customers select merchandise based on their needs.Exchanged returned merchandise for customers quickly and efficiently.Served as liaison between customers, store personnel and various store departments.Served as liaison between customers, store personnel and various store departments.Confirmed that appropriate changes were made to resolve customers' problems.Exercises sound judgment in issuing credits and making exceptions to customer policies to maintain high levels of customer satisfaction.

September 2007 to March 2010

ACS Houston, TX

Customer Service Representative

Led a team of customer service representatives to increase service center profitability.Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met.Properly directed inbound calls in phone queues to improve call flow.Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations.Assisted with the development of the call center's operations, quality and training processes.Trained staff on how to improve customer interactions.Formulated and enforced Service Center policies, procedures and quality assurance measures.

Education

2015 University of Phoenix Houston, TX

Associate of Science Criminal Justices

2003 Coldspring Oakhurst High Coldspring, TX

High School Diploma Diploma

3.0 GPA

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