Customer Service Quality
Resume:
ZETA ROGIOKOS
*****@*********.**
PROFILE
Customer Service and quality specialist with solid experience in training,
development, coaching and resolving escalations. A committed, motivated client
focused individual who accepts challenges readily and works to exceed goals.
Known for building relationships at all levels, developing process improvements
and closing gaps. A high level of understanding of call centre processes with a
focus on gaining and maintaining the best possible customer experience.
Bell Canada 1988 - 2013
Quality Manager, Customer Operations
2011-2013
Monitored and controlled performance via call evaluations, coaching side by
side and calibrations, to ensure a positive client experience on every call
Provided feedback and coaching to ensure targets were met or exceeded
Lead calibration calls with team leaders to ensure alignment of quality
guidelines and consistent standards
Facilitated team huddles to update agents on quality expectations as well as
open the floor for any questions
Prepared and send monthly reports to the centralized quality team with any
accomplishments/opportunity gaps encountered in the month
Presented quick hit recommendations weekly to help improve processes and
eliminate redundancy
Assessed training needs across all teams and recommend appropriate
course of action
Cross-trained peers to take on role of Quality Coach for Subsidized Accounts
Managed a team of 7 Executive Care Agents who specialized in getting to the
root cause of all complaints; complied results and shared with the Vice
President of each department
Collaborated with peers to create an "e-space"(a common area on the Bell
Internet system) where complaints escalated to the Executive Care Team
were posted along with the root cause, cost, and recommended fixes;
shared with all teams involved in the creation of the escalation
Requested feedback on all actions taken and followed up to ensure all
process/tools or training gaps were addressed
Attended bi-weekly meetings with the Customer Operations VP to review any
gaps and determine appropriate course of action
Conducted root cause analysis of Executive Care Escalations and
recommended solutions to close gaps
Managed a team of agents working on a company-wide initiative to improve
customer service and quality
Training and Development Specialist, 310 Bell Customer Operations 2006
-2010
facilitated initial training courses for all new 310 Bell hires coached to ensure
quality and productivity were maintained to meet/exceed standards.
Monitored calls and provided feedback
Assessed training needs across all teams and recommended next steps.
trained agents to follow call flow behaviours and created personal growth
plans to drive agent behaviours to be successful in all Key Performance
Indicators
monitored calls to ensure quality was executed and maintained via side by
side coaching, verint and remote call monitoring
provided timely feedback to ensure positive results were demonstrated and
maintained
organized team meetings to share best practices
created job aids to ensure efficient and accurate productivity
Call Centre Client Representative 1988 -
2005
Demonstrated the ability to repeatedly deal with service issues as well as
irate and emotional situations when handling customer concerns.
Searched for solutions that met customer needs and avoided further
escalation.
Achieved 100% accuracy results on orders processed and met and/or
exceeded performance objectives for volume of calls, call processing
times, sales per call and call quality.
Partnered with peers and managers to develop positive relationships and
share best practices.
EDUCATION
Coaching Certification (2-day Intensive Workshop), Certified Coaches
Federation
Public Relations Diploma (3-year Program including co-op), Humber College
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