Customer Service Quality Assurance

Mary Wolfe

Summary

** ***** ** ******** ******* experience motivated to maintain customer satisfaction and contribute to company success. Dedicated to employee advancement through continual guidance, direction, development and coaching. Customer- focused to troubleshoot issues to ensure satisfaction with internal and external customers.

Highlights

Customer service management experience

Accomplishments

Traveled to individual call center locations as needed to deliver conversion training and certify trainers

19100 Glenwest Drive Apt: 314, Friendswood, T X 77546 Home: 956-***-**** - Cell: 956-***-**** : ************@********.***

Experience

Operations Manager August 2004 to Current DISH - Alvin, TX Operations Analysis Manager November 2009 to Current DISH - Alvin, TX Communicated customer service performance objectives to enterprise Administered trainer certification to applicable candidates Developed, updated, and maintained training curriculum Assisted customers over phone regarding product, promotions, orders and complaints.

Customer Service Manager July 2006 to November 2009 DISH - Harlingen, TX / Alvin, TX Researched, calmed and rapidly resolved client conflicts to prevent loss of customer accounts Assisted with interviewing, hiring and training new employees Delivered performance appraisal reviews and rewarded and disciplined employees Ensured customer service associates and coaches met and maintained acceptable levels of work performance according to company standards and guidelines

Quality Assurance Manager August 2004 to July 2006 DISH - Harlingen, TX Oversaw and communicated Quality Assurance performance objectives to site leadership and staff Provided leadership, guidance and direction to Coaches and Quality Improvement Agents Assisted with development, implementation and maintenance of quality assurance guidelines Contributed to setting of policies and procedures in effort to ensure internal and external customer satisfaction

Education

Bachelor of Science : Speech Pathology and Audiology Carlow College - Pittsburgh, PA, USA

High customer service standards

Focused on customer satisfaction

Dedicated to process improvement

Developed and maintained database of agents to include performance metrics

Provided weekly, bi-weekly, and monthly reports on performance metrics

Strong problem solving ability

Training and development

Curriculum development

Strong organizational skills

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