Customer Service Quality Assurance

Career Objective

To obtain a position in the quality assurance or technical field that is

challenging, allowing me to broaden my skills while also providing ample

opportunity for advancement.

Personal Profile

I am a detail oriented, and highly organized professional that works well

with minimal supervision. I am also an innovative thinker that works well

under pressure in an environment that requires attention to detail and

client confidentiality, while handling several important issues at one

time.

Professional Experience

Walkingspree Usa Ltd - Remote Customer Service Representative

Detroit, Michigan 05/2012 - 03/2013

. Provided customer service for users and Account Managers

spanning multiple platforms such as: Blue Care Network, Blue

Cross Blue Shield of Michigan, KONE Elevators and SKF.

. Created usage reports monthly and quarterly measuring the amount

of users that participated in the Walkingspree program.

TeleNetwork Help Desk Solutions - Remote Technical Support

Representative & Mentor

Columbia, South Carolina 7/2010 - 02/2012

. Provided technical support for customers in a timely matter with

their DSL connectivity and email issues throughout the

Centurylink DSL network.

. Assisted new agents just out of training with hands-on

assistance and observations during calls.

Kelly Services - Contracted worker to General Information Services

Columbia, South Carolina 3/2010 - 6/2010

. Ordering background checks either by way of Statewide, Federal

or County searches..

. Effectively work off time sensitive material ensuring the

quality of the data.

Books-A-Million - Customer Representative

Columbia, South Carolina - 8/2009 - 1/2010

. Assisted customers with finding the perfect product for their

needs.

. Met and exceeded daily sales goals and objectives.

. Organized and displayed new inventory on a weekly basis.

. Performed basic cash handling transactions and maintained a

balanced cash drawer.

Teleperformance USA - Agent (Tier 1 & Tier 2), Team Leader and Quality

Assurance

Columbia, South Carolina - 09/2005

- 06/2009

. Monitored and coached agents on key points related to providing

exemplary customer service.

. Managed a team of agents with many personalities and focused on

bringing them together with new ideas and initiatives to perform

as one, in turn increasing overall performance.

. Created innovative solutions to better the overall team morale

and performance.

. Was available at all times to assist with team questions and

trained a team lead to perform job functions during any

absences.

. Kept an organized and efficient system of keeping teammates up

to date on their daily, weekly, and monthly statistics.

. Worked closely with management and the new vendor (Bellsouth to

AT&T) to gain a better understanding of the processes being

implemented to help update and inform both veteran and new

agents.

General Skills

. Outstanding customer service derived from eight years of customer

service in the both Face To Face and Help Desk sectors.

. Over three years of experience in Quality Assurance and Training in a

call center environment in both face to face and remote assistance.

. Exceptional reading, writing and spoken communication skills.

. Self-driving worth ethic. Worked over two years from home requiring no

supervision.

. Able to lead a team of individuals towards a goal as well as increase

productivity; in both a live and classroom setting.

Technical & Training Skills

. Wireless Network Security, WEP, WPA-PSK, WPA2.

. Proficient in PPPoE and DHCP troubleshooting.

. TCP/IP protocol both from the routing device and specified on the

device in need.

. Produce quality agents in a training environment and live.

. Observe and critique agents both recorded and listening live to a

call.

. Communicate with team leaders about specific areas of improvement in a

team setting and for each individual on the team.

References are available on request.

Contact this candidate