Customer Service Quality Assurance

*** ***** ***** ******, ******, CA ***** 714-***-**** ******@*****.***

Jo-Anne Bonilla

Objective

To obtain a position within an organization’s call center, utilizing my knowledge of technologies

and my experience as an independent telecommuter.

Experience

October 2005-Present ACD Direct Layton, UT

Independent Contractor, Alt/Lead Supervisor, Feedback Team

Customer Service: Receiving calls for radio/television drives, outbound calling projects,

Quality Assurance: Monitoring team communications with clients, training of new agents,

monitoring and re-keying pledges

Administrative tasks: Chat Room monitoring via company chat and Skype. Monthly team

newsletter, motivational weekly team updates, monthly updating of team Google document

September 2012- Fancy Hands New York, NY

Present

Virtual Assistant, Mentor

Provide high-level customer service directly to client

Utilize web-based information sites to obtain quality information based on the clients’ needs

Administrative tasks: schedule appointments, update calendars, make travel arrangements

Mentoring tasks to ensure quality communication with clients

December 2005-August West Omaha, NE

2006

Independent Contractor

Responsible for high-profile client accounts

Provided customer service via phone orders, product returns, up-selling products, service

scheduling, and issuing refunds.

Administrative tasks included: data entry, adjustment credits, and providing product knowledge

1972-1985 Pacific Bell Orange, CA

Long Distance Operator, Secretary, Mail Room, Coin Collector

Long Distance Operator: Receive incoming calls, patching calls through long distance,

participated in transition from cord board to computer technology

Administrative tasks: Compiling various department reports, scheduling, payroll production,

employee evaluations, department purchase orders, maintenance of department office equipment,

received/delivered department correspondence

Coin Collector: Daily receipt of profits, maintenance and repair of company phones, provide

training to new collectors

Knowledge

I have working experience with the following programs: Microsoft Office, Access, Accounting, Excel,

Power Point, Spreadsheets, & Word and Google docs.

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