Customer Service Quality Assurance
Resume:
SarahCatherine Gordon
**** ****** ******, ********, **** 45015
********@*******.***
Summary
Eleven+ years customer service experience
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More than six years supervisory experience, directly managing ten to fifty employees at
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one time
Solid background in both management and training areas of customer service related
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fields.
Experience
October 2006 Present Netrada Cincinnati, Ohio
Supervisor: Mike Hull
Contact Center Training Supervisor (March 2011 Present)
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Contact Center Supervisor (March 2008 March 2011)
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Maintaining client databases regarding defective items, RMAs,
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replacements, discounts and courtesy coupons
Quickly and efficiently handling escalated customer issues and
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representative questions via telephone, email, and instant messaging
Efficiently managing work flow, scheduling, staffing and budgetary issues
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Maintaining and ordering office supplies for facility
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Providing support and feedback to retail call center associates, covering
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all aspects of call center employment
Providing immediate knowledge of business rules and SOP
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Order entry and payment reconciliation
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Contact Center Trainer (March 2007 March 2008)
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Providing constructive training for both new and experienced call center
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representatives
Providing constructive feedback regarding soft skills, technical
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knowledge, and inter office skills for up to twelve corporate clients
Assisting in scheduling and work flow management
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Contact Center Quality Assurance Agent (August 2007 March 2007)
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Monitoring customer service communications including both phone and
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email interactions
Assisting with training both new and experienced customer service
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representatives
July 2006 October 2006 CBS Employment Agency (assigned to FilTek)
Supervisor: Torre Hild
Call Center Quality Assurance
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Call Center Customer Service Representative
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September 2005 June 2006 Pharmacare Direct
Supervisor: Belvin Howard
Lead Customer Service Representative
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Resolving general and escalated issues for clients and members of
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various medical and pharmaceutical insurance programs
Providing assistance for members enrolling in mail service pharmacy
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Acting supervisor on weekends and evenings to resolve employee issues
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Providing support for team members
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Assisting with training of new hires and associates needing additional
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training.
July 2000 November 2003 Medco
Supervisor Jennifer Roberts
Doctor Call Department Lead Associate
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Placing office to office calls to clarify medical needs
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Placing office to patient calls to clarify patient needs
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Maintaining work flow within department
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Prioritizing work to meet deadlines and inter office requirements
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Distribution Department Lead Associate
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Maintaining work flow for entirety of front end pharmacy facility
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Organizing work flow within each area of facility
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Handling escalated issues from beginning to end to ensure timely
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completion
Support Associate
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Facilitating work flow for pharmacists
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Handling set up of work in various areas of front end pharmacy
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Handling daily projects as assigned by departmental supervisor
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Education:
Miami University Hamilton, Ohio
General Education Courses
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