Customer Service Quality Assurance

Marc D. López

505-***-**** • *****.****@*****.***

Professional Profile

•

1. Extensive Customer Care/Customer Service knowledge, with expertise in Quality Assurance

2. Highly skilled at learning new software quickly with a strong knowledge of how it interacts with other

systems/software.

3. Strong professional written communication skills for different formats such as PowerPoint Presentations,

Process documentation, training materials, corporate email communication at all levels of the business.

4. Intuitive and skilled at troubleshooting complex computer system issues, including knowledge of how

systems work together with security protocols, servers, other systems and databases.

5. Ability to pull data and effectively perform deep dive analysis to gain business insights.

6. Proven creative and resourceful graphic design abilities, demonstrated in formats such as web site design,

PowerPoint Presentations and Newsletters.

7. Motivated professional with the ability to work independently as well as in a group or partnership.

Skills and Areas of Knowledge

•

Quality Management Vendor Relations Microsoft Office Call Monitoring Systems

• • • •

Survey Management Troubleshooting Microsoft Expression Business Objects

• • • •

Process Management Internetworking Concepts Microsoft SharePoint VM Ware

• • • •

Project Management Data Gathering & Analysis Adobe Flash CS4 HTML

• • • •

Corporate User Acceptance Testing Adobe Photoshop JavaScript

• • • •

Communication Requirements Gathering BMC Remedy SQL

• • •

•

Career History & Accomplishments

March 2011 SYSTEMS PROCESS ANALYST II, T-Mobile USA, Albuquerque, NM.

1. Supporting T-Mobile’s national Voice of the Customer survey program for Customer Service and

– May 2013

Voice of the Customer survey program for SIVR.

2. Ensuring data is being sent and received between T-Mobile and the third party vendor who

performs the surveys.

3. Deep dive analysis using Business Objects, Microsoft Excel to build reports to ensure there are no

issues with daily quotas and to ensure the integrity of the program.

4. Served as a central point of contact for the survey programs regarding issues, questions and

concerns about the program.

5. Troubleshooting issues and concerns. Developed processes and trackers to identify trends.

6. Responsibilities also include duties performed as the Systems Process Analyst I.

April 2006 – SYSTEMS PROCESS ANALYST I, T-Mobile USA, Albuquerque, NM

1. Manage system issues, includes troubleshooting, root cause analysis, following up with internal

March 2011

and outsourcer IT departments.

2. Develop, document and communicate new processes as needed to drive efficiency and improve

the user experience.

3. Provide vendor liaison support.

4. Provide weekly status reports to Managers and Directors.

5. Developer, designer, copywriter and editor of web site content for department’s internal website.

6. Provide training and instruction for system tools.

June 2004 – SYSTEMS COORDINATOR, T-Mobile USA, Albuquerque, NM

March 2006 • Manage the computer systems utilized by the Quality department.

• Account security management

• Provided server support and maintenance for the call monitoring systems.

• Perform User Acceptance Testing on business related system enhancements.

• Ensure business processes are communicated, documented, and executed appropriately.

• Troubleshoot and provide root cause analysis for data/system related issues.

• Serve as liaison between the department and IT support groups to ensure issues impacting to the

business are addressed timely and effectively by IT support.

• Maintain & design of the National Quality Department Website.

July 2000 – QUALITY SPECIALIST, T-Mobile USA, Albuquerque, NM

May 2004 • Observing customer care representatives to help them achieve World Class Customer Service.

• Analyze data from calls observed to recognize trends to help partnership with coaches to achieve T-

Mobile’s mission.

• Provide positive & constructive feedback to team coaches, representatives & outsourcers to achieve

high quality service.

• Attend Quality calibration sessions to better understand the Quality scoring expectations.

July 1999 – ACTIVATIONS SUBJECT MATTER EXPERT, VoiceStream Wireless, Albuquerque, NM

June 2000 • Process owner of VoiceStream's national processes relating to the activations of customers accounts.

• Develop & implement policies & procedures to increase activation efficiency & customer satisfaction.

• Served as a National contact for sales force, outsourcers, marketing, billing & customer care for any

issues related to activations.

• Analyzed current business practices, policies and procedures to identify weaknesses so that

recommendations for improvements can be made.

• Assisted in development of training programs.

Additional Employment History Available Upon Request

Education

•

Bachelor of Business Administration

New Mexico State University, Las Cruces, New Mexico

Major in Marketing with emphasis in Advertising & Promotion

Professional Development

1. SQL: Fundamentals of Querying

2. Mistake-Free Grammar and Proofreading, Fred Pryor Seminars

3. Microsoft FrontPage, New Horizons

4. Effective Business Writing Skills Workshop, T-Mobile

Contact this candidate