Customer Service Management

Cristine.Torres

***-* ********* *****, ***** York Ontario M4A 1K1

416-***-****(Home) / 647-***-**** (Mobile)

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

Objective

Seeking a position as a Quality Assurance Coordinator for a Non-Profit organization

and help enhance quality standards, deploying strong, long-term QA integration

strategies.

WORK EXPER I E NCE

Causeworx, I nc.

Toronto, Ontario

May 2012 – March 2014

Qua l ity and Assurance Coordinator / Team Leader

- Monitored Call Quality – focused in ensuring calls delivered meet client

expectation, with excellent customer service leaving donors always on a positive

note.

- Responsible for all donation/gift verification, processing accurate payment

methods used for donation. Listening to calls, making sure its legitimacy before

call reports are sent to the client

- Provided consistent coaching and feedback to fundraisers, helping them attain

goals for different campaigns. Assisted with on-boarding fundraisers with the

support needed to enhance their skills in order to become successful

- Facilitated donor complaint calls by looking into the call details and making

report on what transpired during the call to ensure it would not generate the

same complaint in the future.

- Responsible for any gifts that needs to be audited, deleted from call file, record

duplication, soft pledges to be removed before it could generate future

donor/client complaints

- Managed all scheduled manual callbacks for donations to be acquired, ensured

t hat when a callback is done solid paid gift has been closed while maintaining

good donor relationship

- Filled-in the position in facilitating Campaign Management – responsible for

various campaigns dialed on a day to day basis while ensuring each campaign

meets its goal at the end of shift. Monitoring and shifting fundraisers from one

campaign to the other in order to maximize their effectiveness at the same time

consistent support is provided

- Worked with the management by providing daily reports ensuring that all areas

such as QA, Campaign Management, Fundraisers issues has been covered for

t he day and that the team well informed on any important updates and to be on

same page

-

Echo Ma rketing Solutions

Toronto, Ontario

October 2008 – April 2012

Qua l ity and Assurance Coordinator

- Was responsible in ensuring gift validation, eliminating false pledges and soft

p ledges before reports are sent to various campaign clients

- Delivered fundraisers with monthly call evaluation, coached with feedback on

a reas that needs improvement

- Assisted in live call monitoring, doing spot check on calls to ensure fundraisers

a re following the standard call procedure expected from them

- Worked with the Management and Team Leaders by providing feedback on how

to enhance strategies on call quality that would benefit the company as well as

t he fundraisers with tools needed.

- Spear-headed with new campaigns script by doing a test-call, ensuring no errors

on the script, proper donor information are in-sync with the campaign before a

roll-out for the campaign takes place.

Echo Ma rketing Solutions

Toronto, Ontario

July 2006 – October 2008

Senior Fundra ising Special ist

- A strong communicator who effectively convey a passion for progressive

organizations over the phone and has proven to be result oriented in meeting

campaign goals

- Able to get donors believe in the different causes through its great need-build

and how their support would make a great difference for the people, animals,

and the world we live in.

- Has proven with the ability of being assertive on the calls, call judgement,

ensuring to leave donor on a good note either with a donation or just with a good

donor experience.

- Confident with any type of donor and does not let the “No’s” from donors get into

t he way but uses it as an advantage to strive harder on the calls made.

- Was f lexible with different campaigns dialed and easily adapts to various

scripting approach.

AT&T Telecommunications, Philippine s

Executive Secreta ry to the Business Development D i rector

1993 – 2005

- Provided executive assistance and marketing support to the Business

Development Director, handled day to day matters independently with

confidentiality.

- Responsible for scheduling business meetings, executive client visits and

coordination with affiliates worldwide, t ravel and hotel arrangement, conference

calls.

- Supervised administrative personnel to ensure office is well maintained

especially while Director is out on travel.

E D UCAT IO N

University of Santo Tomas, Philippines

Bachelor of Science in Hotel and Restaurant Management – 1992

Reference available upon request

Contact this candidate