Customer Service Quality Assurance

Location:

Posted:

September 08, 2014

Oscar De Leon

Phone: 915-***-**** E-Mail: ************@*****.***

SUMMARY

I’m a telecommunications specialist with an extensive and broad-based background of diversified responsibilities and

accomplishments in the communication and retail industry.

EXPERIENCE

Subway

Cleaned and maintained the beverage area, display cases, equipment, and order transaction areas.

Managed preparation and presentation of product for catered events.

Checked quantity and quality of received products.

Kept track of stock and dates to keep products as fresh as possible.

Managed store and closing duties alone on a regular basis.

Alorica Inc.

Demonstrated mastery of customer service call script within specified time frames.

Developed effective relationships with call center departments through clear communication.

Improved customer ratings by about 23%.

Formulated and enforced service center policies, procedures and quality assurance measures.

Maintained up-to-date records at all times.

Developed process improvements to enhance efficiency and effectiveness of call center operations.

Built customer loyalty by placing follow-up calls for customers who reported product issues.

Achieved customer satisfaction rating of 96% within 9 months, exceeding corporate target.

Baskin Robbins

Cleaned and maintained the beverage area, display cases, equipment, and order transaction areas.

Assisted co-workers while completing own duties.

Checked quantity and quality of received products and re-stocked as needed.

Managed preparation and presentation of the desserts for catered events.

Trained a few employees for correct facility procedures, safety codes, proper recipes and plating techniques.

HIGHLIGHTS

High customer service standards, service solutions expert, dedicated process improvement, bilingual (English & Spanish),

multi-tasking, able to lift 50 pounds or more, food and beverage handling expert, ability to handle/resolve difficult problems,

cash handling, back of house operations understanding, strong customer relationship builder, ability to handle fast paced

environment, team oriented, will work overtime as needed, researched, calmed and rapidly resolved client conflicts to prevent

loss of key accounts, handled two cash registers at once in tandem to maximize customer flow.

References available upon request.