Customer Service Quality Assurance

Vivian Samuel

Security Officer - I.S.S.C Security

Houston, TX

************@*****.*** - 281-***-****

WORK EXPERIENCE

Security Officer

I.S.S.C Security - October 2013 to Present

Monitors facility security alarms and surveillance systems. Responds to alarms, including fire, elevator,

maintenance, and medical. Monitors and activate access control for entry into building after business hours.

Responsible for dispatching, coordinating, documenting, and tracking information. Monitors and operates

alarm and emergency communications equipment including two-way radio base station, multiple alarm

receivers, closed circuit television cameras and monitors, emergency ring-down telephones, and video and

audio monitoring equipment. Back up public safety log information after each shift. Maintain all access keys

to control system, equipment check in/out, and documents transactions. Monitors pertinent facility status and

information including emergencies, shutdowns, construction, and blocked stairways and personal offices.

Responsible for attending and participating in the designated post building emergency plans, including natural

disasters, hurricane/severe weather, and all codes as required.

Interim Team Lead

StarTex Power - April 2013 to October 2013

Data-entered for payroll purposes, Scheduled meetings, trainings, Approve time-off requests, Order supplies,

Completed score cards for agents for statistical purposes, Keep track of attendance on excel spreadsheet,

Work closely with Excel, Outlook, Word, and SharePoint, Assisted customers service reps with any issues

regarding customers, Completed multiple reports using Nortel Call Center Manager to pull stats, Coordinate

meetings and gatherings, Order in Lunch for upper management, Worked with Account Services Department

processing enrollments/renewals as Customer Service Reps submitted them in the system, Processed

orders through CMS, Completed rate change for renewal through current customers account, Contacted new

customers if any issues arose from the enrollment, Pay close attention to detail to ensure that the customers

information is correct, Use ERCOT portal to located ESID numbers, Worked with Email Communications team

responding to customers emails in a professional manner using Outlook, Chats with customers online to assist

in any questions they may have.

Customer Service Supervisor

Just Energy LLC - January 2011 to April 2013

Managed 20 agents, handled customer escalations. Responsible for keeping track of each agents stats

included but not limited to (FCR) First Call Resolution, Escalations, Not Ready Time, Average Talk Time,

and amount of calls received daily. Completed Team builder exercises each week along with Team Meetings

to ensure that everyone remains motivated and in tune with one another. Completed 4 Quality Assurance

scores per month for each individual agent. Responsible for providing feedback to each agent. Enforced

companies Attendance policy to its full potential, including keeping track of attendance and tardy occurrences

on a daily basis. Responsible for providing verbal, written and final warnings to agents. Provides coaching to

each individual to assist in boosting daily performance and career development. Delivered a two week, high

quality training to classes of 10-15 agents in a classroom setting. Demonstrated systems and tools to be used

by the agents. Prepared training manuals, class agendas in daily format. Used appropriate methods in training

to transfer knowledge such as learning games, and real life scenarios for better understanding. Provided

feedback and recommended changes on training modules and materials to management. Kept a daily log on

each trainee to provide supervisors with up-to-date knowledge regarding trainee progress. Administered daily

quizzes to ensure growth and readiness for daily customer service duties. Responsible for keeping the floor

up to date on any new processes and company changes.

Customer Service Lead

Just Energy LLC - September 2009 to January 2011

Supervised and coordinated activities of workers engaged in customer service activities, Planned, prepared,

and devised work schedules, according to budgets and workloads, Observed and evaluated workers'

performance, Issued instructions and assigns duties to workers, Trained and instructed employees, Hired and

discharged workers, Worked closely with Microsoft Outlook, Excel and Word, Completed various reports using

Excel, Filed and scanned documents, Supervised and coordinates activities. Assisted customers with any

questions or issues they may have, Completed new service setup for residential and commercial customers,

Processed payment transactions online and over the phone payments. Assisted with CCA's with customer

accounts, Maintained knowledge of rates and transaction codes, Completed all other tasks directed by

management.

Customer Service Representative

ACS - Houston, TX - December 2005 to October 2009

Supervised a team of 10-18 agents, Handled escalated issues within compliance to assure that we are

handling our customer's issues properly. Researched and resolved various requests such as enrollments,

billing inquiries, disputes, suggestions, and compliments, Analyzed customer suggestions to find solutions to

better the success of the company, Handled calls dealing with customers billing issues, Processed enrollments/

renewals, payments, transfer of service, and transfer of ownerships

Texas Volunteer Office Assistant

Ben Taub Hospital - January 2001 to July 2006

Scheduled appointments and follow-up visits for patients, Answered multiple phone lines, Filed and data entry,

Completed all other tasks directed by management.

Receptionist

Lulu's Beauty Salon - March 2002 to December 2005

Answered busy phone lines, Assisted customers with sales, Scheduled clients accordingly, Maintained shop

maintenance, Made daily deposits, Completed all other tasks directed by management.

EDUCATION

Houston Community College

August 2011 to Present

Willowridge High School

August 1998 to May 2003

ADDITIONAL INFORMATION

Seeking a challenging position with a reputable company, that offers the opportunity for professional

development, that will utilize my ability to communicate effectively with expert audiences.

SKILLS

Microsoft Word, Excel, PowerPoint. Types 45 WPM

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