Customer Service Quality Assurance

Mary Veevers

Quality Assurance Specialist

Hamilton, ON

***********@*******.*** - 289-***-****

A multi-skilled individual with demonstrated abilities in accomplished analytical, organizational and problem

solving skills. . Fast and accurate keyboarding skills. Excellent communication and interpersonal skills,

particularly in managing change.

A self-starter with a positive attitude who thrives in a dynamic and challenging workplace. Able to work well

independently or in a team environment, and can function well under pressure. Proven record for meeting or

exceeding required deadlines.

WORK EXPERIENCE

Quality Assurance Specialist

PetHealth Inc - Oakville, ON - February 2009 to February 2013

with R.I.B.O. License

.

• Monitor agent calls and provide feedback on strengths and weaknesses

• Ensure the customer is experiencing superior customer service on inbound calls

• Meet and exceed target number of scored calls per month

• Produce monthly report of agent scores to department managers

• Assist in answering overflow inbound claims, service, billing and complaint calls

Accounts Payable Clerk

Transport Corp - Hamilton, ON - November 2006 to July 2007

Input all invoices

• write weekly cheques

• bank reconciliation

• reception

Customer Service Rep

Burrowes Insurance - Hamilton, ON - February 2003 to January 2004

with R.I.B.O. License

• Provide fast and friendly commercial transport truck quotes

• Set up new policies

• Handle complaints

• Create and bind endorsements on existing policies

Client Service Analyst

Believer Plus Insurance Brokers Ltd - Hamilton, ON - September 2001 to January 2003

Service all existing personal lines insurance

• Handle all complaint and billing calls

• Create and bind endorsements to existing policies

ADDITIONAL INFORMATION

COMPUTER SKILLS:

Proficient in Microsoft Excel, Microsoft Word, Microsoft Outlook Express and Windows XP Professional.

Contact this candidate