Customer Service Quality Assurance
Resume:
TaQuisha Grady
San Antonio, T X 78219
Home: 210-***-****
Cell: 210-***-****
***************@*****.***
Summary
Customer Service Representative who maintains a high level of professionalism, patience and
efficiency to minimize customer dissatisfaction and increase customer loyalty.
Highlights:
Troubleshooting skills
Telecommunications knowledge
Proficient in customer account software
High customer service standards
Accomplishments:
Managed call flow with up to 100+ calls in queue per minute.
Experience:
Collections Specialist, 06/2013-current
Kohl's Contact Center-San Antonio, TX
Provided accurate and appropriate information in response to customer inquiries. Addressed
customer service inquiries in a timely and accurate fashion. Collected on over due 1st party
delinquencies.
Collections Specialist, 01/2013-07/2013
Conn's - San Antonio, TX
Provided accurate and appropriate information in response to customer inquiries. Addressed
customer service inquiries in a timely and accurate fashion. Collected on over due first party
delinquencies.
Direct Sales Representative, 06/2012-01/2013
The Scooter Store-New Braunfels, TX
Provided accurate and appropriate information in response to customer inquiries. Addressed
customer service inquiries in a timely and accurate fashion. Built customer loyalty by placing
follow-up calls for customers who reported product issues.
Team Lead,05/2011-06/2012
KGB–San Antonio, TX
Made reasonable procedure exceptions to accommodate unusual customer requests. Provided
accurate and appropriate information in response to customer inquiries. Addressed customer
service inquiries in a timely and accurate fashion. Worked with upper management to ensure
appropriate changes were made to improve customer satisfaction. Built customer loyalty by
placing follow-up calls for customers who reported product issues. Formulated and enforced
Service Center policies, procedures and quality assurance measures. Provided cross training to
20 staff members. Led a team of customer service representatives to increase service center
profitability. Properly directed inbound calls in phone queues to improve call flow.
Customer Care Consultant, 04/2009 - 01/2011
Afni - San Antonio, TX
Recommended and helped customers select merchandise based on their needs. Confirmed that
appropriate changes were made to resolve customers' problems. Exercises sound judgment in
issuing credits and making exceptions to customer policies to maintain high levels of customer
satisfaction. Informed customers about sales and promotions in a friendly and engaging manner.
Trained new employees on company customer service policies and service level standards.
Education:
2006 Roosevelt High School - San Antonio, TX, united states high school
San Antonio Community College - San Antonio, TX, united states nursing Coursework in
nursing. Coursework in Women’s Health. Coursework in Adult and Family Health
St. Phillips Community College - San Antonio, TX, united states nursing
Coursework in nursing
11
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