Customer Service Quality Assurance

Racheal McMutry

Sr. Customer Service Advisor/Account Management

Atlanta, GA

*******@*****.*** - 404-***-****

Diversified, results oriented business professional with extensive experience in customer service and

operations support. Effective communication skills and proven ability to manage complex tasks and meet

critical deadlines with a sense of urgency. Recognized strengths in research and account management with

demonstrated skills in problem solving and active listening, defusing customer situations with tact and ease.

Builds strong internal/external client relations. Strong interpersonal skills with the ability to use discretion and

good judgment while maintaining confidentiality. Works well independently and within a team environment.

Specialties include:

• Self-Management

• Strong Interpersonal Skills

• Highly Organized

• Quality Assurance

• Strong Analytical Abilities

• Computer Applications

WORK EXPERIENCE

Processing Team Support/Auditing Senior Associate

Allstate Insurance Company - Atlanta, GA - 2009 to 2013

Provides processing support and expertise to internal/external customers and business partners. Monitors and

verifies quality for processes, peers and colleagues. Coordinates and conducts training of support processes

for new and existing representatives.

• Screened incoming calls and assisted clients in a timely and professional manner

• Coordinated and conducted training of support processes for new and existing representatives

• Handled incoming and outgoing deliveries and communications

• Reviewed and analyzed internal/external audit results

• Examined and processed the issuance of customers Quotes, New Business, Renewals and Endorsement

policies

• Processed current evidence/certificates of insurance

• Selected numerous times for special projects

• Verified and validated introduction of new system conversion processes

• Consistently met and/or exceeded management expectations (90% - 100% quality ratio)

• Implemented new ideas and changes to better processes and production

• Effectively communicated with management on a daily basis

• Maintained reports and managed work conditions and deliverables

RACHEAL MCMUTRY *******@*****.***

Greater Atlanta Area www.linkedin.com/in/rachealmcmutry/

• Established and maintained working relationships with peers, professionals and clients

• Facilitated monthly team meetings

• Assisted with department meetings and event planning

• Assisted with department employee recognition awards

Subject Matter Expert - Demonstrated subject matter expertise within key areas of responsibility.

• Assisted peers with problem solving and determined solutions regarding the process of commercial property

insurance

• Recognized on several occasions for assisting and educating peers on processes

• Named project leader on various projects

Marketing Support Analyst

Allstate - Atlanta, GA - 2003 to 2009

Monitors and verifies quality for processes, peers and colleagues. Documents reports and communicates

performances providing feedback to peers and business partners. Processes business related functions in

accordance with internal and external business requirement guidelines.

• Maintained accurate records and files

• Reported weekly progress reports to management

• Identified quality trends and assisted with specific training needs

• Provided feedback to peers and business partners answering questions and/or initiated solutions concerning

processes and quality standards

• Screened incoming phone calls and assisted clients in a timely and professional manner

ADDITIONAL INFORMATION

Due to the results of a company restructure and a new system conversion there was a reduction in force.

More than 60 positions were eliminated, including mine. I am now searching for new opportunities to use my

expertise as well as new ideas for process improvements.

Contact this candidate