Customer Service Quality Assurance

Corrence E. Farley

**** ***** *** **.

Atlanta, Georgia 30349

Phone: 404-***-****

Email: ********.******@*****.***

Professional Summary: Possess over 10 years of progressive training in

management and customer service experience in a call center and

professional office environment. Extensive call center management

experience for major customer service companies. Possess strong team

leadership, coaching, and motivational skills. Technologically savvy with

extensive experience working with telephony systems. Well rounded

consultative coaching management style and extensive interviewing and

hiring experience. Establish performance goals to exceed efficiency levels,

quality assurance standards, and sales targets.

Professional Experience:

2005 - 2013 Optima Service Solutions Alpharetta, Georgia

Order Management Rep. / Customer Service Rep.

- Effectively executed and implemented multi store/client installation

programs and services based on program specifications.

- Set up new accounts, maintains records, prepare reports and perform

work processing assignments and related clerical duties.

- Coordinate with other departments to ensure all clients and field

technicians' needs are fully supported and met.

- Maintain daily communications with client-side leaders to ensure

satisfaction goals are cons

tantly being met.

2004 - 2005 Caremark Inc. Nashville, Tennessee

Protection Service Alarm Coordinator

- Immediately resolve alarm events to the appropriate authorities based

on departmental policies and procedures.

- Monitor closed circuit videos for breaches in security and respond by

taking appropriate actions.

- Assist store personnel and local authorities with security related

questions on multi-line phone.

- Effectively perform system backups and maintenance; generate reports

and identify/documenting alarm maintenance issues.

2000 - 2004 Convergys Nashville, Tennessee

Customer Service Personnel

- Served as a liaison between the customer and various departments.

- Resolved customer requests, questions and complaints frequently

requiring analysis of situations to determine best use of resources.

- Plan and respond appropriately to resolve all customers concerns and

questions.

- Demonstrate the ability to make quick and accurate decisions based on

customers and company needs.

Abilities:

Experienced in Data Entry and general office procedures and equipment.

Excellent written and verbal communication with an eye for detail.

Extremely productive in a high volume, high stress environment.

Proficient in the use of IBM clone and Mac desktops.

Proficient in the use of Windows 97, 98 & 2000 operating systems.

Proficient in the use of Microsoft Word, Power Point, Excel, & Outlook

software.

References:

Provided Upon Request

Contact this candidate