call center quality

linda carter

***** ********* ****** ****, #***, Beaverton, OR 97006 - Phone:

408-***-**** - Email: *********@***.***

PROFILE: CALL CENTER QUALITY CONTROL AND MANAGEMENT

Quality Program Design ~ Process Improvement ~ Performance Metrics ~

Employee Training ~ Policy and Procedure Development ~ Change Management ~

Quality Assurance Audits ~ PIP Processes ~ Trends Tracking ~ Operational

Planning

o More than 15 years of experience designing and leading customer care

policies and quality practices within high volume call centers.

o Spearhead the design, development and implementation of a call center

quality assurance program on behalf of technology industry leader,

Yahoo!.

o Drive continuous development and evolution of customer service quality

program methodology.

o In-depth understanding of call center operations obtained through early

career experience as a Customer Service Representative throughout a

diversity of industries including, financial, medical and technology.

o Lead teams to successful execution of quality performance objectives to

achieve continued growth and productivity, expand market share and

enhance company reputation.

PROFESSIONAL EXPERIENCE

Yahoo! Inc. - Sunnyvale, CA Hillsboro, OR ? 2001 - 2014

Customer Experience Quality Analyst (2004 - 2014)

Customer Care Representative (2001 - 2004)

An American multinational Internet corporation. It is globally known for

its Web portal search engine, Yahoo Search.

Utilized broad scope of call center industry knowledge to build this

Fortune 500 Company's Small Business Quality Assurance Program. Designed QA

reporting, guideline processes, performance improvement projects and other

performance metrics. Built and sustained productive call center operations

by training 5 QA Analysts, 10 Operations Managers, and 80 Phone Agents in

QA processes and procedures. Contributed to hiring and training of a 4.5

person QA team. Performed quality assurance reviews on random selected

calls. Prepared quality assurance reports and identified policy or

procedural changes to improve quality assurance program and outcomes.

Designed and facilitated communications training and staff development

programs. Early career experience at Yahoo! included 3 years as a Customer

Service Representative.

. Implemented QA process and procedures, which improved Call Center Agent's

QA scores from 55% to 88%.

. Managed the migration of QA audit forms from an internal QA tool to

Witness System. The new system increased audit production by 20%.

Delivered system training to Operations Managers and QA personnel.

. Led the successful revision of the Yahoo! QA Audit Model. The operational

transformation focused on aggressively coaching the 23% of agents that

were performing below the 85% matrix. The new model reduced lower

performers by 24% within 6 months while maintaining high performance and

requiring fewer audits.

. Provided valuable feedback to the Product Development team on recurring

trends in customer support interactions. Delivered multiple product

recommendations that resulted in approximate savings of $1+ million in

customer support productivity expenses.Received 3 peer nominated awards

from 2007 to 2012 for dramatic improvement in operational performance

within the quality organization.

. As a Customer Service Representative, nominated 193 times by customers

for "Exceptional Customer Service Award Nominations" in response to

superior phone support.

Weave Innovations Inc. - Santa Clara, CA ? 2000

Customer Care Representative

Weave Innovations is a former developer of products to improve

communication via the Internet. It also operated the online picture framing

site StoryBox.com.

Resolved product and sales concerns for a diversity of customers within a

start-up manufacturing company. Following the company's acquisition by

Kodak Inc., wrote customer service training documentation and instructed

Kodak customer service management on operation of StoryBox picture frame.

. Responded to approximately 100 calls and 50 emails on a daily basis

achieving exceptional feedback and consistently achieving first call

resolution.

. Nominated for "Customer Care Representative of the Year" by the Public

Relations team.

Align Technology Inc. - Sunnyvale, CA ? 1999 - 2000

Customer Care Representative

Align Technology is global medical device company that pioneered the

invisible orthodontics market with the introduction of the Invisalign

system.

Delivered superior customer support to prospective orthodontists and

customers interested in utilizing the company's Invisalign systems product.

Established customer support procedures in a fast-paced start up

environment through the design of the customer support training manual.

Early career experience includes 3 years as a Customer Service

Representative with Automatic Data Processing Inc.

EDUCATION AND TRAINING

Bachelor of Arts in English, Rutgers College, New Brunswick, NJ

National Career Readiness Certificate (silver) (Locating Info-silver,

Reading-gold, Math-gold)

Paralegal Certificate, Montclair State University, Montclair, NJ

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