Customer Service Quality Assurance
Resume:
Vivian Smith
***** *********** ********* **. *** B
Houston Texas, 77069
**********@*****.***
OBJECTIVE: To obtain a position that offers professional growth, individual employment and an
opportunity to utilize my experience and knowledge in Customer Service/Management.
EDUCATIONAL BACKGROUND
J.C. Harmon High School Kansas City, Kansas 66106
Penn Valley Community College, Kansas City, Missouri- 2010 to present
WORK EXPERIENCE
AT&T- January, 1995 - March, 2010
Position: Customer Service Specialist
Duties Performed: Assisted employees with difficult phone calls, and take over calls as needed
during the daily work schedule.
Position: Quality Assurance Representative
Duties Performed: Monitor phone calls and give appropriate feedback to help with the daily flow
of customer service.
Position: Technical Support Representative
Duties Performed: Assisted customers with technical issues regarding home telephone and
assisted with trouble shooting.
Position: Order Management Specialist
Duties Performed: As an order management specialist, I would input order into the data base.
Position: Customer Service Representative
Duties Performed: Scheduling appointments for local AT&T customers. Inbound customer
service calls. Assist customers with billing and calling card inquires. On a daily basis, I
demonstrate strong decision making skills to solve customers’ billing inquire. I assist customers
by adding calling plans to their current plans to best meet their telecommunication needs. I
assisted in the training of new employees from June 1996 to January 1998.
Extreme Solution: NCR I provide IT maintenance support service to WALMART And SAM
Club stores. July 2013 to present
SKILLS
MS Word, Excel, Windows 95-10, and 10 key
Filing, Faxing, and Copying
Type 35 wpm
Data Processing
REFERENCES Available upon Request
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