Customer Service Quality Control
Resume:
ANGELA M. NUNNALLY
MCDONOUGH, GA 30252
*********@*****.***
PROFILE
Extensive experience in the following areas within both the profit and nonprofit areas: administrative, secretarial, clerical,
legal, and insurance.
EDUCATION
Ohio Christian University- Circleville, OH
Bachelor of Science Healthcare Management- 05/14
Branell Institute- College Park, GA
Computer Accounting-1991
EXPERIENCE
WORLD CHANGERS MINISTRIES 4/07-12/10
Quality Control Analyst
• Prepared all weekly and monthly revenue reports for the Executive Office and outside
vendors
• Maintained / prepared the Quality Control error /quota reports and loaded workflow for
d ata entry operators
• Assisted with closing revenue and non-revenue batches for the week and month
• Loaded all revenue and non revenue batches in Donor Direct system for the main office
a nd all satellite churches and conventions.
WORLD CHANGERS MINISTRIES 4/06-4/07
Quality Assurance Specialist I
• Responsible for conducting one-on-one training and group training for agents
• Created and maintained phone scripts for the Contact Center
• Maintained, tracked and reported quality control, training, and monitored calls
• Responsible for Web interfaced orders for partners and members
• Calibrated Contact Center calls for the department and the outsource company to
i dentify, measure, and ensure applicable call standards are adhered to
• Worked with the IT Department with the training of Donor Direct
WORLD CHANGERS MINISTRIES 12/04 -4/06
Supervisor for Call Center
• Responsible for conducting weekly meetings with agents
• Handled major incidents that could not be resolved by agents.
• Assisted Human Resources in interviewing new agents for the Contact Center
• Responsible for developing incentives to assist agents in keeping calls shorter and with
less errors
• Responsible for training agents to be promoted to other positions in the Contact Center.
• Responsible for time sheets, conducting evaluations for each agent
• Issued refunds to customers, as well as asked customers to provide feedback on agents
a nd customer service experience.
• Resolved complaints and order issues.
WORLD CHANGERS MINISTRIES 3/04 -12/04
Team Lead for Call Center
• Responsible for entering outreach and member financial information and product orders
i n Case Management System
• Responsible for handling difficult and i rate customer service calls
• Assisted with weekly meetings and training
• Provided support to agents and monitored calls to better serve the partners
WORLD CHANGERS MINISTRIES 3/95-9/98
Departmental and Customer Service Support Assistant/Data Entry
• Processed credit card payments for partners and members, as well as entered financial
i nformation for members and partners of the ministry in the CMS System
• Maintained and prepared weekly and monthly departmental reports
• Handled all incoming mail, ordered supplies and preformed other related duties for the
department
• Trained all customer service agents
• Processed all return checks
ROBINSON & DIXON, P.C. 7/92-3/95
Legal Assistant/Technician/Office Manager
• Conducted entrance /exit interviews with clients
• Negotiated property damage claims
• Established accident claims with insurance adjusters
• Prepared and typed settlement statements for the attorney
• Trained all employees on CMS system
• Developed training manual and installed all software for all offices
• Ordered medical reports for the clients
BRANELL INSTITUTE 4/92-6/92
Receptionist/Secretary
• Answered multi-l ine (20) switchboard
• Prepared letters, memos budget reports, and bank deposits
• Ordered office supplies
• Handled all incoming and outgoing mail
• Administered admissions test to students
UNITED INSURANCE COMPANY OF AMERICA 6/90-5/91
Office Assistant
• Answered multi-l ine phones
• Retrieved medical records
• Reconciled checks
• Handled all incoming and outgoing mail and fi led all medical records
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