Customer Service Quality

Keith Smith

*** ******* ****

Chatsworth, GA ****5

Phone 813-***-****

E-mail: *************@*****.***

Objective:

Seeking a position with a company where my years of expertise in Quality Service, Customer Satisfaction and Leadership skills will add value to any organization. I display a continuous willingness to gain the experience and skills necessary for professional growth. I provide excellent quality and professionalism and would be an asset to any employer.

Qualifications:

17+ years experience as a Customer Service Representative.

16+ years Management experience

20+ years experience in general Customer Service.

17+ years of computer experience. Proficient in AS400, Microsoft Excel, Word, Outlook, and Power Point knowledgebase.

Organized and detail oriented.

Work well alone as well as within a Team Environment.

Quick learner

Excellent Work ethics.

Self Motivated

Work experience:

2013 – 2014: Teletech@Home Team Leader

Managed an At Home Team of 25 to 40 agents in providing both customer service and technical support for tax payers who were utilizing our client's software and website to file their taxes.

Provided support for my At Home agents through chat and phone customer service. I was able to give real time support to my agents through chat support and live call monitoring so that my team could provide the best customer experience for each customer.

Gave immediate feedback on calls and chats to drive rapid improvement in both quality and customer care during a fast passed ramp up for this first time client.

Provided on job training for agents utilizing the training department.

Attended weekly and daily meetings with the client and provided feedback to my team on hot topics, quick tips and resource availability to help them with the current call drivers.

Utilized reports to set goals with each team member and helped them set up a plan to achieve those goals, which included follow-up and a touch base session to evaluate their process.

1997 – 2013: APAC/Teletech (Tampa, FL) Team Leader

I managed teams with 20-35 members in numerous departments. For five years I managed and coached the Enterprise accounts team; which are the largest dollar volume account in the country for UPS. The teams I managed consistently achieved the best quality scorecards in the Tampa site on a continuous basis.

Created and implemented a summary report that detailed daily, weekly and month-end results. This allowed Management an overview of back-office productivity and quality results.

Instrumental in creating process and procedures for proactively monitoring all at risk shipments to ensure quality service and on-time delivery.

Trained agents on new processes and procedures; which was implemented by UPS on communicating these changes to the customer in a professional manner.

While my agents took phone calls I coached them on proper quality expectations so that they were able to pass APAC’s corporate call monitoring criteria. Using my expertise and background I set up a plan for each agent to ensure they would meet their individual goals of quality and productivity. I utilized root cause analysis to find out the main reasons the agents may be struggling in a certain areas, I was able to use the “five why concept” from six-sigma to get to the root cause. My agents and I worked together on a plan that would focus on changing their results to meet quality goals.

As a Team Leader I was also responsible for the following:

Editing and approving team’s time cards.

Maintaining and enforcing attendance.

Conduct candidate interviews.

Producing and analyzing production reports.

Monitor and adhere to quality expectations and ensure my team is up to date on new process and procedures.

Managed and resolved escalated calls to ensure client satisfaction.

Comply and implement Master Operating Procedures set up by the client (UPS).

1998 – 2004: Sears Logistical Services (Tampa, FL) Merchandise Handler (Part-time)

Squeeze clamp operator.

Unloaded and staged merchandise for Sears home delivery teams.

Inspected merchandise for quality control and verified all merchandise that was scheduled for delivery was available and ready for delivery for our customers.

1995 – 1997: Motor Parts and Bearings, Inc (Jackson, TN) Store Manager

Responsible for sales, inventory, scheduling, account sales, deposits, building maintenance and day-to-day customer service.

Education:

1991 – 1995: Union University (Jackson, TN) B.A. - Church Ministry with Youth

1985 – 1989: Northwest Whitfield High School (Tunnel Hill, GA)

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