Customer Service Quality Control

Jason Jones

*A-**** Glenanna Rd, Pickering, ON, L1V 2T5

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CUSTOMER SERVICE PROFESSIONAL

Profile More than 10 years' successful experience in

customer service and support including over 6

years dealing also with account maintenance and

problem-solving

Possess excellent computer skills.

Excellent working knowledge Microsoft Excel,

WordPerfect and Microsoft Word

Ability to train, motivate, and supervise customer

service employees.

A team player

Ability to learn and adapt to new systems and

procedures

30 wpm

Employment Royal Bank of Canada, Toronto, ON 2007-2013

Fraud Detection Agent/Officer in Charge

Investigating alerts or hits on fraud

detection systems to determine what action

needs to be taken

Document fraudulent activity; work with

trend analysts to support tracking and

reporting efforts.

Escalate issues to management and other

functional areas as necessary regarding

unusual activity, abnormal transactions,

and customer care issues.

Partner with other functional areas of the

Fraud Prevention department, including

Regulatory and Trend Analyst team, Fraud

Investigators, Fraud Clerks, and

supervisors/work directors

Quickly and effectively solve customer

challenges.

Maintain quality control/satisfaction

records.

Acting supervisor on shifts when the shift

manager was off.

XM Satellite Radio, Toronto, ON 2002-200

7

Client Support and Retention Agent

Worked with clients to register their

satellite radio

Retained clients by offering packages

based on their specific needs

Up selling satellite packages to increase

sales

Trained new employees and instructed them

on use of the computer system

Assisted clients with troubleshooting

issues

Shift supervisor

Education Humber College, Toronto, ON 2001

Business Administration diploma

References Available Upon Request

Contact this candidate