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Customer Service Quality Assurance Manager

Dallas, Texas, United States
February 06, 2018

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Sondra Copling-Webb

**** ***** ***** ********, ** 75181 214-***-****

Qualifications Summary

Extensive experience in the customer service/customer relations industry including several years as a successful Quality Analyst Manager. A results-oriented team player with strong interpersonal and leadership skills. Proven ability to communicate with a wide variety of groups and individuals both vertically and horizontally.

Accomplished professional with proven ability to effectively listen for and provide exceptional customer service skills.

Proficient in Microsoft Word, Microsoft Excel, Microsoft PowerPoint and Outlook.

Professional Experience

DALLAS COUNTY TAX May 2017- Current

Customer Care Representative

Responded to phone inquiries to deliver effective customer service, interacting with various computer systems providing information on property tax and motor vehicle titling and registration


Information Systems Technician 2010-2016

Execute first level resolution for hundreds of applications, network, hardware, software and profile related problems, printers and personal devices via phone calls, LiveChat and tickets.

IT Security creating, modifying and resetting passwords for internal employees and third party vendors for hundreds of applications.

Report network and application outages to second level management to assist in meeting required SLA.

Dispatch technicians to problem sites for connection, printers and network issues.

Network Engineer 2005 - 2010

Contractor for AT&T in the maintenance office at a management level, responsible for escalations and repair for voice and data circuits

Scrubbed tickets to ensure accurate measured time to complete tickets was reported

Created excel spreadsheets and reported results at a management level on a daily basis

Quality Compliance Manager 1999 - 2005

Successfully evaluated the call quality and process compliance of associates in call centers throughout the United States.

Reported results at various management levels by accurately compiling and analyzing data.

Validated organizational processes and procedures to ensure compliance with corporate guidelines.

Lead calibration sessions for consistency and identifying performance gaps.

Customer Sales and Service Specialist 1993 – 1999

Residential Billing Representative 1985 - 1993


Bachelor of Science, Math Education, Texas A&M-Commerce, Commerce, TX

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