Customer Service Quality Assurance

Theresa Iwuji

**** ****** ****

Houston, TX *****

*********@*****.***

Cell 281-***-****

Skills:

• Proficient typist able to type 45+wpm

• Eight years plus of customer service experience

*Fast learner and very knowledgeable

Interpersonal skills:

• Patient

• Self-motivated

*Reliable and responsible

*Proficient

Work History:

Ultimate Staffing Agency Houston, TX 11/2012-05/2013

Worked a temp position for Sysco Services

Duties Include: Working with SAP, Receives and responds to inbound inquiries and communications from Sysco customers, marketing associates, and other customer representatives, also process inbound street and CMU (Contract Multi-Unit) Tier 1 Sales Support interactions from customers and sales associates (phone and email) such as general inquiries, feedback or incidents. I also used a computerized system for tracking, information gathering, and/or troubleshooting. Answer basic inquiries and resolves basic problems and document issues and identifies appropriate actions to resolve inquires including order entry, order modification, customer billing and payments, pricing, reporting, and the customer portal.

GexaEnergy Houston, TX 06/2009-11/2012

Team Lead

Monitoring call center incoming calls and staff availability on the phone system and responsible for motivating staff by coaching, counseling and establishing a positive work environment

*Taking inbound calls from current customers and calls from potential customers.

*Working with SAP

*Handling enrollments for new accounts

*Assisting customers with billing inquiries

*Taking escalated calls and resolving customer issues/concerns

*Investigates complaints as referred by Quality Assurance staff

*Delegate daily work assignments to staff

*Assist Call Center Manager with training when necessary also identify and investigate and resolve service related issues and reports to management.

Spherion Staffing Agency Houston, TX 01-2009-12/2010

Worked a temp position for Convergys

Duties Include: Assisted clients as a Technical Support and Resolution agent doing data entry and handling high-volume incoming calls, providing trouble shooting tips to clients in order to resolve all issues in a timely fashion.

Man Alive Houston, TX 05/2007- 02/2009

Assistant Manager

Duties Include: Greeting customers and offering them assistance.

Offer suggestions on color, size, model etc. depending on the customers’ requirements and promoting sales.

Scheduling, store supervision, recruiting and training. Also completing payment transactions and making sure the store is well stocked, clean, and organized and maintained inventory by checking merchandise to determine inventory levels and anticipate customer demand. I also prepared merchandise for delivery and processing inventory for shipping and receiving.

Affiliated Computer Services Houston, TX 08/2006-10/2008

Emergency Dispatcher

Duties Included: Handling high-volume incoming calls regarding clients seeking medical attention.

Handling incoming and outgoing calls pertaining to cell phone billing inquires, verifying information on accounts

disconnects, transfers, solving immediate problems, answering questions on wireless web access.

Education:

*Texas Southern University, Houston, TX 2004-2005

Courses in Accounting and Computer Information Systems.

*Westfield High School, Houston, TX Class of 2004

High School Diploma

Careers in Computer Information Systems I & II

Completed courses in Accounting and also Business Administration

Software: MSO Word, Excel, PowerPoint, Access, Internet, Outlook

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