Customer Service Quality Assurance

RITA ROBINSON

Contact Number: 804-***-****

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

Objective: To obtain a job in the public or private sector in customer service.

Experience:

Dec 2004-Nov 2008 Dominion Enterprise/Interactive Financial Marketing Group

Richmond, VA

Business Development Center Team Leader/Help Desk

• Established communication between account managers and the business development

center by providing effective feedback from inbound/outbound calls.

• Field incoming requests from overseas agents via telephone and email.

• Advise overseas call center managers on call flow procedures and collaborated on training

documents and ideas for quality assurance.

• Investigated and address customer’s concerns regarding online loan applications.

May 2000-Dec 2004 AAPCO/Energy Saving Exteriors

Richmond, VA

Telemarketing Assistant Manager

• Help managed and trained telemarketers regarding process.

• Handled home improvement contract packets, mailed appropriate documents, and secured

bank deposits.

• Set appointments for sale representatives to meet with potential buyers regarding home

improvement products.

• Answered multi-line phone and recorded messages.

Jan 2001-Mar 2001 General Assembly

Richmond, VA

Delegate Paul Harris-Internship

• Processed constituent’s mail and filed them accordingly.

• Viewed and took notes on committee meetings.

• Researched upcoming bills in the House of Representatives.

Sept. 1999-May 2000 J.Crew

Petersburg, VA Catalog Order Consultant

• Placed catalog orders for customer.

• Analyzed customer complaints and provided the appropriate solutions.

• Responded to customers’ inquiries and forwarded calls as needed to designated

managers.

March 1999-April 1999 Petersburg Health Department

Petersburg, VA

Data Entry Clerk

• Assisted individuals regarding notification of services available in the Resource Mother’s

Program

• Entered required information regarding clients into computerized system

• Answered phones as needed.

Education:

8/15/1996-5/14/2001 Virginia State University

Petersburg, VA

Bachelor of Arts Political Science

Skills/Abilities: Microsoft Word, Excel, PowerPoint, Human Relations: Maintains positive

attitude, accurately record and remember detailed information, work well with teams and

independently, great communication skills and writing skills, achieves and excel in meeting

company’s goals.

References: Available upon request.

Contact this candidate