Customer Service Quality Control

Gia Beckett

***** ***** ******** **. *******, TX 77073 832-***-****

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

Business-savvy Microsoft, IS0 9000 and HIPAA certified customer service specialist with demonstrated success in

developing, delivering, and deploying high quality tasks completion and team leadership methodologies

SUMMARY OF QUALIFICATIONS

• Outstanding stakeholder management, customer service, and team building skills

• Able to successfully build strong working relationships with all clientele, while ensuring cooperation among

company departments, outsourced services, and regulatory commissions

• Excellent multitasker; able to efficiently plan and prioritize all project types simultaneously

ADDITONAL SKILLS

Microsoft Office Tax Preparation Payroll Accounting

NetGen Desktop Real Time Adherence Evoke Witness

SharePoint 2010 Avaya/Nortel Remedy SAP/Oracle

Professional Experience:

General Dynamics IT / Customer Service Supervisor Houston, TX 2013-

Present

Coach, mentor, motivate and lead 30 team members; assisting insured and uninsured consumers with

Affordable Healthcare Act “Obamacare” application processing and status updates.

• Team scorecard consistently ranked in the upper 1% of 554 equivalent business units nationwide

• Manage daily operational activities; prepare status reports, escalation and ownership of any

outstanding issues in multiple project areas increasing team performance by 20 - 40% within 3 months

• Influence team members to take positive action and accountability for their highly visible assigned

work activities and project tasks leading to improved customer satisfaction ratings of 91%

Med – Blue Patient Services / Lead Customer Service Rep / Trainer Houston, TX 2012-2013

• Field inbound and outbound calls from patients, insurance companies, and clients seeking accurate

information in a timely customer focussed manner

• Accountable resolution of account payments, insurance verification, payment arrangements, charitable

assistance programs, account review and issue escalations

• Conducted weekly status meetings with upper management, team members, recent students, course

development and document management teams to help guarantee consistency in services delivered and

agreed upon alignment to all quality metrics and operational processes

Colbert Ball Tax Services/ Service Manager Houston TX 2002-2014

• Managed all aspects of the tax preparation for individuals, small businesses, and large corporations

• Duties included software training and certification updates and tracking for all employees

• Managed scheduling, resolving customer issues, client retention, and advertising

Hewlett Packard/Compaq Computer Quality Control Analyst Houston, TX 1993-2008

• Prepared extensive correspondence, production status reports, and variance analysis from SAP data

• Participated and coordinated a wide range of projects throughout the product manufacturing lifecycle

• Heavily involved in quality planning, quality assurance, and quality control process definition

Education

Texas Southern University Business

Quick Strike Technical Training MCP

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