Customer Service Quality Assurance

Amy S. Sanders

***** ******* ****** *******, ** 48203 Phone #313-***-**** E-Mail:

***************@*****.***

EDUCATION

Bachelors of Arts - Industrial Organizational Psychology, Wayne State

University

EMPLOYMENT EXPERIENCE

AAA OF Michigan, Dearborn, Michigan

December 2011 to August 2013 Customer Service

Representative

< Routed customers to travel destinations all over the United States

traveling by car

< Provided customers with maps and tour books when requested

< Advised customer of Membership plans that were offered from AAA

< Upgraded memberships and added additional family members to

memberships when requested

Chrysler Financial, Troy, MI

May 2002-February 2010

Collections Representative

< Negotiated collection strategies with customers to meet

monthly goals

< Responsible for performing advanced skip tracing techniques to

locate customers

< Processed over 160 inbound and outbound calls daily

< Responsible for managing a portfolio of accounts from 15-75

days past due

Entech Personnel Services, Detroit, MI

November 2000 - December 2001

Personnel Coordinator

< Maintained sufficient supply of qualified temporary employees through

recruiting efforts to satisfy present and future work order requests

< Placed temporary employees on assignment according to experience,

skills abilities and interest to ensure employee/client satisfaction

< Liaison between client and temporary employee to establish and

maintain mutual understanding among parties

< Performed required pre-employment procedures ( i.e.-screening,

interviewing and evaluating) in order to determine employment

eligibility

< Maintained employee files with regard to account specific guidelines

including criminal background checks, drug testing, credit checks,

etc.

Ameritech Cellular, Farmington Hills, MI

September 1994 - November 2000

Quality Assurance Analyst

< Identified fraud accounts and work with loss prevention and collections

to rectify accounts

< Investigated and resolved misapplied payment errors to customer accounts

< Completed price plan changes on cellular accounts when requested from

customers

Quality Assurance Coordinator

< Accessed TRW to verify credit information and managed the credit

approval or denial process

< Processed Consumer Assumption of Service paperwork

< Distributed bill reprints and determined correct billing address for

return mail

PROFESSIONAL ASSETS

o Self-starter, dedicated to achieving personal and professional goals

o Highly organized with ability to work under pressure

o Performs well independently or in a team oriented environment

o Excellent communication skills

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