Customer Service Quality Assurance
Resume:
Patricia A. Crawford
San Francisco, Ca. 94102
Cell #: 910-***-****
Message #: 415-***-****
Email: absyvu@r.postjobfree.com
EXPERIENCE
Radio Shack Mobility Kiosk
Fayetteville, N. C. 28314 01/04/2011 – 04/05/2013
Customer Service/Sales Manager:
I am responsible for educating the customer on the different mobile handset choices, the accessories for the mobile handsets, broadband and the different plans that are available. Once I have determined what the customer’s interested is; I then go to the appropriate Carrier’s [ATT/Sprint/Verizon] site and proceed with the new service, upgrade or adding a new line. I set up the new account and plan or change the customer’s plan where needed and then print the contract. My managerial duties: Interviewing, hiring, scheduling, counseling, coaching, goal setting, performance reviews and much more.
Humana Insurance Co.
Louisville, Ky. 40202 05/14/2007 – 06/08/2010
Customer Service: Phone and Web
I worked as a Customer Service Representative; working in the Medicare, Medicaid and Regular individual insurance department. My responsibilities were to assist the members with their questions about their insurance enrollment, eligibility and benefits; to assess their medical and prescription claims whenever there was a question about them; make online payments; change the member’s demographics and the their physicians; check for physicians, specialist, hospitals, and pharmacies to assure that they were in or out of network. I also would enter authorizations [vacation & dosage change] when needed for the members prescriptions. On many occasions I would have to contact the physician and/or pharmacy on the member’s behalf to resolve an issue. I use several different systems at one time to accomplish my daily task, to include Lotus Notes. These tasks were performed via the phone and email.
Panera Breads
Louisville, Ky. 40213 03/2007 – 05/2007
Cashier/Counter Person
I was responsible for run the cash register and assisting the customers with their orders.
Spalding Automotive Group/Griffin Ford
Griffin Ga. 30223 06/05/2000 – 01/05/2007
Customer Relations Mgr., Business Development Mgr., Sales Consultant:
SALES ASSOCIATE: I was responsible for business development, marketing, merchandising and selling new and used vehicles. My job duties also included maintaining open communication with the customers before, during and after the sale to insure future business through owner loyalty and maintaining market share.
BUSINESS DEVELOPMENT MANAGER: I was responsible for all aspects of business development for the sales department; which included all floor, phone and internet traffic. I confirmed all sales appointments; called unsold sales opportunities in an attempt to bring the customers back to the dealership and reschedule missed appointments. I was also responsible for the training, coaching and counseling Sales Consultants and Sales Managers; which included providing them with a daily sales marketing plan.
CUSTOMER RELATIONS MANAGER: I was responsible for conducting a quality assurance follow up calls to all sales and service customers; to insure their satisfaction with their dealership experience. If the customer had any questions or concerns; it was my responsibility to address these issues. I was also responsible for making sure that the dealership processes were followed on a daily basis and training all dealership employees on the processes. This included monthly quality compliance inspections and process improvement action planning when necessary.
Dial America Marketing, Inc.:
North Augusta, S.C. 09/1997 – 06/02/2000
Inside Sales Representative, Shift Supervisor:
As a Sales Representative, I sold credit cards, cable, cellular phones, and other contracts that the company acquired. I maintained a closing ratio at or above 90% at all times.
After 8 months I was promoted to Shift Supervisor. My responsibilities were to monitor the daily activity of the sales representative. The duties included, performing one on one meeting with my representatives to go over their monthly and sometimes daily performance; giving them the necessary information to achieve the goals. Also providing training, coaching and counseling when necessary. Providing daily reports to management on the production for my shift. On some occasions I would interview prospective sales representatives.
TELECOMMUNICATION SALES AND CUSTOMER SERVICE
I traveled with my ex-husband, who was in the military. Throughout the 90’s I was employed by several communication companies; which I sold products and services over the phone. I worked in the telecommunications/customer service industry as an Inside Sales Representative, Floor Manager and Quality Assurance Supervisor.
Inside Sales Representative: I sold a variety of products and services over the telephone. [Home telephone service, internet service, credit cards, cable, water purification systems and burial plots] While selling I always maintained a closing ratio high than the expected; which lead to my becoming a supervisor within 60 – 90 days of employment.
Quality Assurance Supervisor: As Quality Assurance Supervisor I was primarily responsible for quality assurance and production. I was tasked with monitoring the quality of associate’s conversations with the clients and tracking individual sales and productivity.
Floor Supervisor: As Floor Supervisor in addition to overseeing quality assurance tasks; I was also responsible for shift scheduling, employee training, preparing goal productivity reports, and opening and closing shift activity reports.
Professional Certifications and Training
During my professional career, I have completed the following Ford Star certification courses in Sales Management, Personnel Management, Supervision and Customer Relations.
Specific Course Training:
Effective Communication Skills
Resolving Customer Concerns
Advanced Leadership Management
Relation Management
Developing Manager and Leaders
Performance Based Management
Process Improvement Techniques
Professional Selling and Business Development
Understanding and Applying Business Policies and Procedures
Interviewing Skills Training and Etiquette
Six Sigma-Yellow Belt
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