Customer Service Quality

Amanda M. Degon * Caroline St

Auburn, MA *****

Phone: 774-***-****

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

Objective: To obtain a position that will allow me to utilize my customer service

Skills in a team environment.

Experience: Carroll Enterprises Worcester, MA

Long-Term Care Insurance Representative, 2011-2012

Complete long-term care insurance enrollment applications with

Clients via the telephone utilizing DRM (Direct Respomce

Management) system.

Handle incoming calls and schedtule appointments with clients in

All 50 states.

Received and evaluated training materials in preparation for life

Insurance licensing requirements.

Public Sector Partners, Inc. Worcester, MA

Call Quality Assurance Representative, 2003-2009

Evaluated recorded and live phone conversations for the

Prescription Advantage program to ensure the customer service

Staff adhered to the program’s call quality standards and

Expectations.

Conducted call calibration sessions with all call quality assurance

Representatives to ensure that constructive feedback was

Delivered in a manner consistent with the programs call monitoring

Policies and procedures.

Served as a liason between call center management and the

Training department to assist in the developmental of individual

Training materials related to call quality.

Customer Service Team Leader

Administered performance management by diagnosing

Improvement opportunities, providing effective feedback,

Coaching, training, professional development and corrective

Action plans.

Handled and resolved escalated operational and customer

Service related issues and inquiries.

Evaluated call center statistics to ensure department

Consistently met contractual goals and requirements.

Promoted and maintained a professional team environment

Conducive with individual growth and development.

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