Customer Service Quality Assurance

Location:

Posted:

November 17, 2014

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

Katrina Franklin

Objective

To obtain a permanent position in a company where my experience and skills

will allow me the opportunity for professional growth

Experience

03/2010-10/2014

Final Expense Direct

Sales Agents/Quality assurance

Made outbound calls/Receive incoming calls to offer new services to customers

Achieve handle- time goals and sales quotas

Monitor calls and emails to verify that employees are providing excellent customer service

Assisted in maintain compliance with internal quality assurance process and procedure

Monitor and provide counseling to sales agents to ensure customer satisfaction

01/2007-04/2010

Jackson Hewitt

Tax preparer

Prepare income tax statements on a timely basis

Interview clients to get the exact information on income and expense that are deducted

Review all the financial records of the firm including income statement and tax return forms

Analyze the forms and check if they are in accordance with the rules and regulations laid by the government.

11/2003-12/2006

Universal Fidelity LP

Collector

Made outbound/receive calls to collect on delinquent accounts

Locate and monitor overdue accounts, using computers and a variety of automated systems

Receive payments and post amounts paid to clients/debtors accounts

Sort and file correspondence, and perform miscellaneous clerical duties such as answering correspondence and writing

reports.

Record information about financial status of customers and status of collection efforts