Customer Service Quality Assurance

Shawn Marie Sosa

**** ******* ***** *** *******, Texas 78231 Phone: 210-***-**** E-Mail: *********@*****.***

Professional Summary

•

• Possesses a high level of professionalism, enthusiasm and energy, with a commitment to excellent work

quality. Solid background in Customer Service and Strong Understanding of how important it is to an Operation.

Proven ability to deliver Customer Service over the phone, or person to person, and create positive results.

Legend Retirement Corporation-Adante Senior Living, San Antonio, Texas

•

Lead Concierge

•

2011-Present

• Prepare concierge schedule and organize coverage when needed. Communicate changes in rules and

procedures. Answer phones for both external call and calls within the community. Greet visitors in a timely manner.

Respond to emergency boards as needed. Clean office and lobby areas as needed. Respond to questions and requests

from residents, family and visitors in a timely manner. Assist Marketing with tours and distributing information about

the community. Assist the Business Office and General Manager with letters, memos and spreadsheets.

Emeritus Senior Living-Hamilton House, San Antonio, Texas

•

Concierge

•

2010-2011

Answer incoming calls in a professional and respectful manner. Graciously greet

•

community visitors, addressing the questions or concerns of prospective or current Residents

and families. Provide support to Sales and Marketing. Assist the Business Office and Executive

Director.

Southwest Airlines, San Antonio, Texas

•

Customer Service Agent Supervisor

•

2002-2009

Problem solved for customers and agent group. Created positive work environment for

•

agents. Provided agent group with technical and operational support in a high-energy, fast paced

work environment. Able to multitask, and delegate. Offer support to agents during peak times or

heavy flight loads. Worked hand in hand as a team with other departments to accomplish

providing a positive experience with our company for customers while traveling in/out or

through the San Antonio International Airport. Create Fun Atmosphere for agent group and

Customers.

Customer Service Agent

•

2001-2002

Focused on delivering “Outrageous Customer Service” for all customers while preparing

•

travel tickets, itineraries, or detailed questions about travel. Prepared Customers for boarding in

gate area as well as providing information about flight, delays and weather. Offered detailed

positive information in Baggage Claim. Worked closely with other departments to find

information or accommodate customer concerns. Create Fun atmosphere for Customer

Reservation Sales Supervisor

•

1999-2001

Assisted agents with calls requiring additional support. Monitored agent calls to ensure

•

quality assurance, Scheduled agents and monitored call volume and processed reports.

Facilitated team meetings, recognized employee accomplishments.

Reservation Sales Agent

•

1995-1999

Answered incoming sale calls. Delivered flight options and information with a positive

•

tone and calm manner. Held a good standing with quality assurance. Selected for 2 years as a

“Customer Care Representative” to assist other agents with calls requiring detailed information

or search. Focused on learning and understanding the importance of Customer Service in the

airline industry. Chosen to Represent the San Antonio Reservation Center as a Goodwill

Ambassador to create fun for other centers.

International Bank of Commerce, San Antonio TX

•

Bank Teller/Customer Service

•

1994-1995

Processed deposits, withdrawals and other financial requests. Prepared New Accounts

•

with new customers. Assisted customers with account information and safety deposit boxes.

•

• Education

Sam Houston State University, Huntsville, Texas

•

McClennan Community College, Waco, Texas

•

Tyler Jr College, Tyler Texas

•

•

• References Available Upon Request

3

Contact this candidate