Customer Service Quality Assurance

ERIN WALKER

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

Address: ***** **** *****

City: Westland

State: MI

Zip: 48186

Country: USA

Phone: 248-***-****

Skill Level: Management

Salary Range: $60,000

Primary Skills/Experience:

See Resume

Educational Background:

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Job History / Details:

ERIN S. WALKER

29725 Lacy Drive Westland, Michigan 48186

248-***-**** **********@********.***

SENIOR LEVEL MANAGER: PROJECT MANAGEMENT/CUSTOMER SERVICE

Dynamic and motivating leader with over 12 years of experience driving and mentoring teams with focus on customer service excellence and efficiency. Known for maintaining quality standards, promoting cost controls and expense reductions, utilizing strategic planning abilities, and driving revenue growth improvements.

AREAS OF EXPERTISE

Quality Assurance Collaborative Leadership Approach Personnel Management and Development

Customer Service and Relations Cost Controls Expense Reductions Project Leadership

Resource Allocation Team Leadership and Motivation Revenue Growth

PROFESSIONAL EXPERIENCE

VERIZON WIRELESS, Southfield, Michigan 2000-2012

Leading wireless/data service provider supporting 96M customers nationwide.

Interim Associate Director (2011-2012)

Oversaw, coached, mentored, and led 96-member staff including 8 Supervisors who each managed 10-12 member teams. Drove employee retention and recognition programs designed to minimize both churn and turnover while increasing morale. Ensured attainment of Key Performance Indicators including expense reductions, customer experience improvements, revenue growth, and efficiency enhancements. Devised action plans as needed to improve performance, correct performance deficiencies, and maintain continuous successes.

Key Highlights:

Achieved 12% year over year (YOY) growth in product and services sales revenues.

Identified and implemented $700K cost savings through elimination of multiple replacement phones being sent out to customers without diagnostics being performed.

Reduced employee absenteeism 10% by creating flexible work options for employees.

Uncovered both positive and negative trends through usage of reporting tools, identifying opportunities for performance development and mitigating negative trending.

Recognized with awards for Best in Class Sales, 2011, and Best in Class Net Promoter Score, 2011.

Supervisor Customer Service (2010-2012)

Led 10-member team of customer service representatives, identified performance improvement opportunities, and trained personnel to support their development for promotion. Defused customer crises and managed escalations, and communicated with dissatisfied customers to resolve issues and improve customer experience.

Key Highlights:

Honored with selection to AD on Deck program as 1 of 3 chosen from total pool of 66 Customer Service Supervisors, leading to Associate Director position.

Earned recognition with Best in Class Customer Satisfaction for exceeding 91% customer satisfaction rating, Best in Class Reduced Expenses/Credits for $100K cost savings as #3 in call center, Best in Class Average Handling Time, and Best in Class Revenue awards.

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ERIN S. WALKER Page 2 **********@********.***

Supervisor Quality Assurance (Financial Services) (2007-2010)

Directed 10-member team covering MI and OH and ensured customer service interactions met company standards. Created workload schedules, devised action plans for success, and promoted career path development opportunities. Ensured leadership scores were in compliance with QA standards, and collaborated with vendors as well as staff on weekly basis. Monitored, reported, and distributed performance analyses for call center personnel and managed vendor issue escalations.

Key Highlights:

Unified QA programs across Midwest, South, West, and Northeast areas based primarily on Midwest standard operating procedures. Improved consistency in customer service, promoted best practices, and streamlined reporting processes.

Developed 40% of staff into new and interim career progression roles.

Launched area-wide publication for employee recognition and Quality Assurance updates (Quality Corner).

Reduced discrepancies in scoring with blind calibration to standardize call center methodologies.

Earned Leading rating over 2 years.

Consultant Wholesale Operations (2004-2007)

Partnered with Account Managers in order to support clients from account setup to assignment of telephone number inventory and performed troubleshooting. Managed inventory supply for clients through prediction of inventory trending.

Key Highlights:

Ensured orders were completed within 24-hour turnaround time and with 95% accuracy.

Created and managed positive relationships with clients and with vendors including OnStar, Cingular (AT&T), US Cellular, and Alltel.

Career Note: Served additional professional role as Senior Representative/Quality Assurance Coordinator, Customer Financial Services (2000-2004).

ADDITIONAL PROFESSIONAL EXPERIENCE (Details Available Upon Request)

NEW HORIZONS COMPUTER LEARNING CENTER, Livonia, Michigan 1998-2000

Instructor

Taught corporate employees on usage of software applications and supported development of courseware.

EDUCATION & PROFESSIONAL CERTIFICATIONS

Master Degree Coursework (5 out of 12 completed)

Florida Institute of Technology

Bachelor of Arts in Business Management

Davenport University, Dearborn, Michigan

Certificates of Completion in Project Management, Operations Management,

Strategic Management, 6 Sigma, and LEAN

Lawrence Technological University, Southfield, Michigan

Resume

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