Customer Service Quality Assurance

Amber Q. Williamson **** West **st Street, Inglewood, CA 90305

*********@*******.*** Phone: 323-***-****/Cell 323-***-****

SUMMARY OF QUALIFICATIONS:

Results driven, people oriented, self-motivated professional skilled in effective marketing and team building. Exceptional

presentation, interpersonal, verbal and written communication skills. Diplomatic at achieving mutual agreements and

conflict resolution. Extensive supervisory/management experience. Proactive strategic planner with the ability to attract

and secure partners in building strong and lasting business relationships. Efficient with Microsoft Office Suite.

PROFESSIONAL KNOWLEDGE

Training and Development Specialist/Customer Service Trainer

Create training manuals for facilitators and participants of LLC’s and non-profit organizations. Plan activities and

exercises which promote organization's agenda. Consult and helped develop additional curriculum for trainees and

program. Train over 150 new hire Retention agents. Travel to the corporation's other call centers to facilitate agent and

new hire training procedures. Create and implement a retention manual to improve training programs. Develop and

administer CBT (Computer Based Training). Interview and select prospective employees.

Retention Agent /Customer Care Specialist

Answer inbound calls in attempts to retain customers wishing to discontinue products and services. Meet and maintain

monthly metrics including QA, Save Percentage and Product sales. Provide on-the-job-training and mentoring for new hires.

Establish and conduct Retention and Quality Assurance workshops for existing agents. . Resolve customer issues and

complaints. Train staff and new hires on call center procedures, adherence and quality. Achieve and exceed all

department quarterly goals while answering 800-1000 inbound calls per shift.

Crew Leader

Manage 18 Enumerators, audit and approve payroll. Facilitated and supervised enumerator’s access into various

communities. Trained assistants and enumerators for numerous operations.

Partnership Assistant/Recruiting Assistant

Cultivate partnerships with countless schools, businesses and organizations on behalf of the 2010 Census.

Organize and support meetings and events with leaders and members of diverse communities promoting the Census.

Assist Specialist with training of staff, clerical responsibilities and accomplishing directives. Forge relationships with

officials and members in the local community. Secure test sites and administer tests to prospective census employees.

Train new recruiting assistants and monitor their test activities.

Academic Tutor/Area Recruiter

Supervise tutors and communicate with schools, principals and local districts. Orchestrate recruitment activities for

potential students and their parents. Recruit tutors, as well as school sites. Create educational games and learning

activities to enhance student participation. Provide classroom instruction and homework assistance.

EMPLOYMENT HISTORY

07/13 – present, Training and Development Specialist, INDEPENDENT CONTRACTOR, Inglewood, CA

10/11 – 07/13 Retention Agent and Customer Service Trainer, SENSA PRODUCTS LLC, El Segundo, CA

12/08 – 06/10 Crew Leader/Partnership and Recruiting Assistant, U.S. CENSUS BUREAU, Inglewood, CA

10/07 – 12/08 Academic Tutor/Area Recruiter, EXTREME LEARNING INC, Inglewood, CA

10/98 – 04/07 Customer Care Specialist, GTE/ VERIZON, Long Beach, CA

EDUCATION:

Master's of Arts Radio/TV/Film California State University Northridge, CA

Bachelor's of Arts Mass Communication, Magna Cum Laude Lane College Jackson, TN

Contact this candidate