Customer Service Quality Assurance
Resume:
Nicole E. Barnes
Madison, Alabama 35757
Mobile: 585-***-****
Email:
**************@*****.***
Professional Goal: Result oriented manager seeking to leverage my extensive background
in employee relations, training, and development into a Human Resources position. I
aspire to be a valuable team player, while making a positive contribution to a company’s
Human Resources division with the opportunity for performance based advancement.
EXPERIENCE:
April 2013- Present
Customer Support Manager, Vertafore Pulaski, TN
• Manage and develop a team of 10-15 support representatives.
• Created metrics and goal ranges for the 2014 customer support
representative performance agreement.
• Product Management experience working as the Product Ambassador for PL
Rating (real time rating software).
• Partnered with the development team to provide insight on how product
releases will impact our customers’ and call volumes.
• Work with analysts to prioritize software defects and communicate customer
support requests to our development team.
• Partnered with Human Resource Director to modify recruiting and hiring plan
for Customer Support.
• Responsible for planning customer service events across our 6 call centers,
as well as improving employee engagement and morale.
October 2012-April 2013
Distribution Operations Manager-Group Leader, Target Corporation Madison, AL
• Manage daily activities of 25 employees within the Warehousing Department
of the Distribution Department.
• Responsible for monitoring over $2.5 billion in inventory for 82 stores within
the Southeast United States.
• Work cohesively with other departments to ensure maximum productivity,
efficiency, service level goals, and guest satisfaction is maintained.
• Successfully manages team performance, productivity, safety, while fostering
team work and leveraging talent.
• Quality ambassador for the Warehousing. Instrumental in reducing the quality
defects by 10%.
• Member of the Diversity Committee.
March 2008-October 2012
Customer Service Supervisor, Verizon Wireless Huntsville, AL
Train and develop 10-15 employees.
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Partner with employees to create actionable items to assist with
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career goals, by developing weekly action plans to maximize
performance.
Complete monthly employee evaluations, midyear, and year end
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performance appraisals.
Assists as Associate Director Point of Contact.
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Member of Interview committee. Assist call center with hiring, staffing
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and, recruiting efforts.
Call center loyalty champion. Partner with area call centers to retain
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existing customer base and decrease center’s loyalty results.
Received Supervisor of the Month award in August for Overall
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Highest First Call Resolution Results in the contact center.
Acting Northeast Area Loyalty Consultant
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December 2006-March 2008
Assumption of Liability Supervisor, Verizon Wireless Rochester, NY
Cross trained and developed 72 AOL representatives.
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Responsible for hiring and recruiting new representatives for the
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department.
Partnered with our Methods and Procedures team to develop legal
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practices for the department.
Developed cohesive working relationship with our Quality Assurance
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Department to create department’s initial quality program.
Assisted with developing Customer Clear Disclosure Checklist; which
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was used nationally within the organization.
Partnered with vendor call center to develop an AOL refresher
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program for their representatives.
Worked directly with Associate Director in creating formal
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performance appraisal for employees.
Acting Quality Assurance Supervisor
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February 2004-December 2006
Customer Service Supervisor, Verizon Wireless Rochester, NY
Trained and developed 10-20 customer service representatives.
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Assisted in training new supervisors through peer shadowing.
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Received Supervisor of the Month Award in March 2005.
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EDUCATION:
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BS Human Resources Management Faulkner University
Dale Carnegie High Impact Presentation
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