Customer Service Quality Assurance

Robin Turner

Senior Account Representative with *0 Years’

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

Experience in Call Center Settings

Cleveland Ohio 44102

Home: 216-***-****

Polished, professional Senior Account Representative offering:

Over 10 years of experience providing customer support in busy call center

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

environments for sales industry employers.

An unwavering commitment to customer service, with the ability to lead a

team, build productive relationships, resolve complex issues and win customer

loyalty. Strategic-relationship/partnership-building skills, listen attentively, solve

problems creatively, and use tact and diplomacy to find common ground and

achieve pleasing outcomes.

Experience

Sales Representative

1/2011-Present, S&P Data Cleveland, Ohio 44113

Collecting and processing payments for customers with billing concerns with

Direct Energy. Clarifying account inquiries. Performing data entry to maintain

the standard of accuracy for client demographic information..

Key Accomplishments: Top producer in sales of the company products. Helped

with the training of new employees. Ensure customer satisfaction by going beyond my

duties as a sales representative. Became the lead “go-to” person for new reps and

particularly challenging calls as one of the company’s primary mentors/trainers of both

new and established employees.

Senior Account Representative/Quality Assurance Manager

5/2010-1/2011, The Revenue Group Beachwood, Ohio 44122

Made and received an average of 500 calls a day for commercial accounts on

behalf of Direct Energy. Followed up with clients, potential sales, updated

customer demographics and ensured the quality of the company's standards

were being met on a daily basis.

Key Accomplishments: Trouble shooting with Senior Management regarding,

strategic solutions, creating and enforcing policy and policy changes. Officially

commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus

and dependability in performance evaluations.

Senior Account Representative/Quality Assurance Manager

9/1998-4/2010, Power Direct Euclid Ave Cleveland, Ohio 44115

Sold and upgraded Direct TV products to new and current customers. Ensured

customers were satisfied with every part of the Direct TV experience, from

initial greeting through service completion. Memorized the company ’s product

offerings; contributed to the sales department by communicating product

benefits and providing excellent service.

Key Accomplishments: Recommended solutions within the Direct TV sales

department and proactively followed up with all clients.

Co-developed on-the-job training program that reduced training time from eight

weeks to five.

Assistant to the Director of Marketing

9/1995-9/1998, American Consumer Products Inc. Solon, Ohio 44139

Handled customer inquiries, complaints, billing questions and payment

extension/service requests. Calmed angry callers, repaired trust, located resources for

problem resolution and designed best-option solutions. Interfaced daily with Director of

Marketing.

Key Accomplishments: Managed a high-volume call center within a deadline-

driven environment. Resolved an average of 550 inquiries in any given week and

consistently met performance benchmarks in all areas (speed, accuracy, volume).

Helped company attain the highest customer service ratings (as determined by

external auditors) -- earned 100% marks in all categories including communication

skills, listening skills, problem resolution and politeness. Completed voluntary customer

service training seminars to learn ways to enhance customer satisfaction and improve

productivity.

Education

5/2013, Cleveland State University

The Neighborhood Leadership Institute

12/2012, Life Recovery Institute (C.D.C.A.)

Chemical Dependency Counseling Assistant

1/2011, University of Phoenix

Master's in Business Administration

6/2000, Cleveland State University

Bachelor of Arts

6/1996, Youngstown State College

Associate of Arts

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