Customer Service Quality Assurance

Location:

Kansas City, KS

Posted:

December 24, 2013

Contact this candidate

Resume:

Capri Lewis **** N.**th Street

Kansas City, Kansas

Home Phone: 913-***-**** Mobile Phone: 913-***-**** E-mail: **************@*****.***

Career Overview

My goal is to utilize my knowledge and skills while assisting the improvement of the company that I am apart of in

which being efficient and self motivated with time management skills adding attention to detail are a few attributes I

will bring to your team.

Core Strengths

Strong organizational skills Markdown/promotional procedures

Active listening skills Inventory control familiarity

Seasoned in conflict resolution Telephone inquiries specialist

Sharp problem solver Customer service expert

Courteous demeanor Invoice processing

Energetic work attitude Adaptive team player

Opening/closing procedure Visual merchandising proficiency

Large cash/check deposit expert Management skills

Training, motivating, mentoring skills

WORK EXPERIENCE

Walnut Tower Apartments

Assistant Manager/ Leasing

September 2013- Present

Opening/Closing office daily, provide detail and attention to all residents as well as to paperwork. Open and close work orders

in timely manner, collect monies and insert into OneSite. Complete follow up calls/ emails/ fax. Run background checks for

prospects and subleasers. Log in packages, tour property, Perform move in and move out inspections, assist Property manager

with any duties needing my assistance. Commit to professional and outstanding customer service, complete market surveys,

submit over evictions to NCS etc.

Canyon Creek Apartments

Leasing Agent/ Assistant

June 2012 –May 2013 • Kansas City, Missouri

Maintained in-depth knowledge of competition through consistent evaluation of market conditions and trends.

Conducted apartment tours for potential tenants and answered any questions. Collected and kept careful records of

rental payments. Maintained excellent customer relationships by adhering to the “10 Pledges of Customer Service.”

Monitored and documented all income, including delinquencies. Handled customer complaints personally to verify

they were properly handled. Managed all day-to-day activities involving tenants, subcontractors and property

management. Conducted inventories of and delivered building supplies. Monitored common areas for cleanliness and

safety. Worked with the owners to identify, develop and achieve community goals and objectives. Reviewed all leases

to guarantee that tenants received the proper level of service. Prepared and submitted monthly tenant visit logs in a

timely manner. Created and updated marketing materials for department programs and properties.Updated tenant and

unit information to keep current in housing database. Notified property manager when change in existing tenants

circumstances might affect continued eligibility .Conducted annual re-examination appointments and housekeeping

inspections. Maintained tenant relations with regular tenant visits and phone calls.

Centrinex

Level 2 Supervisor

October 2011-May 2012

Managed team of 25+ of professionals. Served as mentor to junior team members. Defined strategy and business plan

for Loan Processing. Initiated program that standardized employee training and led to increase in customer

satisfaction by 12%.Performed daily maintenance of the loan applicant database. Analyzed applicants' financial

status, credit to determine feasibility of granting loan. Educated customers on the variety of loan products and

available credit options. Prepared internal quarterly and annual portfolio monitoring reports. Analyzed financial

information obtained from clients to determine strategies for meeting clients' financial objectives. Created charts and

graphs to illustrate daily, monthly and annual financial reports. Assisted senior-level credit officers with complex loan

applications. Recruited, managed and mentored an average of 25 new customer service representatives. Interviewed,

hired and trained new quality customer service representatives. Provided detailed monthly departmental reports and

updates to senior management. Addressed negative customer feedback immediately. Routinely prepared and

evaluated CRM reports to identify problems and areas for improvement. Effectively communicated with team

members to maintain clearly defined expectations. Developed and implemented policies, procedures and process

improvement initiatives to improve retention rates and increase customer satisfaction. Developed rapport with the

customer base by handling difficult issues with professionalism.

The Mix Hair Salon

Stylist/Receptionist

January 2009 - April 2011

Addressed all guest complaints and referred any escalated situations to management. Addressed all guest complaints

and referred any escalated situations to management. Checked members and guests in promptly for their

appointments. Addressed all member concerns with patience. Rotated between spa front desk management and

monitoring the reservation room. Meticulously entered client and service information when booking appointments.

Provided accurate product and merchandise information to customers. Responded to customer inquiries in a friendly

and professional manner. Suggested and sold salon services and retail products to customers. Verified end-of-day

reports against credit and cash profits. Greeted all guests and assisted them with requests and special services.

Processed all cash and credit card transactions with a 99% accuracy rate. Showed appreciation to resort guests by

thanking them for their business. Tracked and effectively managed client flow throughout the establishment. Clearly

communicated with each technician regarding any schedule changes. Executed all daily opening and closing

procedures. Organized salon paperwork and office files. Scheduled beauty consultations and hair styling

appointments .Monitored and tracked salon product contracts and deliveries. Helped analyze customers’ hair

condition to recommend appropriate products and hair care methods.

Directv

Trainer/CSR

July 2008 – December 2008

Collected customer feedback and made process changes to exceed customer satisfaction goals. Provided accurate and

appropriate information in response to customer inquiries. Demonstrated mastery of customer service call script

within specified timeframes. Developed effective relationships with all call center departments through clear

communication. Ran reports and supplied data to fulfill customer report requirements. Worked with upper

management to ensure appropriate changes were made to improve customer satisfaction. Formulated and enforced

Service Center policies, procedures and quality assurance measures. Provided cross training to 32 staff members.

Trained staff on how to improve customer interactions. Properly directed inbound calls in phone queues to improve

call flow.

ACS

CSR/Trainer

October 2006 - May 2008

Facilitated information flow between customer service, account management operations, quality assurance, training

and payroll departments to guarantee call center objectives were met. Formulated and enforced Service Center

policies, procedures and quality assurance measures. Built customer loyalty by placing follow-up calls for customers

who reported product issues. Maintained up-to-date records at all times. Demonstrated mastery of customer service

call script within specified timeframes. Provided accurate and appropriate information in response to customer

inquiries. Computed accurate sales prices for purchase transactions. Recommended and helped customers select

merchandise based on their needs. Confirmed that appropriate changes were made to resolve customers' problems.

Informed customers about sales and promotions in a friendly and engaging manner. Trained new employees on

company customer service policies and service level standards.

Convergys

CSR

April 2004 - September 2005

Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.

Processed up to 40 customer orders per day. Informed customers about sales and promotions in a friendly and

engaging manner. Extended customer phone service, offering discounts and promotions to ensure high customer

retention rates. Confirmed that appropriate changes were made to resolve customers' problems. Recommended and

helped customers select merchandise based on their needs. Received and processed debit and credit payments for over

the phone purchases. Placed special merchandise orders for customers. Shared product knowledge with customers

while making personal recommendations. Demonstrated that customers come first by serving them with a sense of

urgency. Worked as a team member to provide the highest level of service to customers. Maintained friendly and

professional customer interactions.

D&T Connection

Sales Manager July 2003

July 2003 - March 2004