Customer Service Quality Assurance

WOODROW R. CHANDLER

Skills

Proficient in Microsoft Word, Excel Outlook

Strong background in Customer Service/Call Center

People skills

Communications

Trouble shooting

Problem resolution

Strong attention to detail

Professional Experience

Oasis Legal Finance, North Brook, IL Sept 2013 – March 2015

Application Processor/ Call Center Representative

Collected data from applicants via phone in a high volume center environment.

Managed and resolved customer complaints regarding billing discrepancies in a professional and effective manner.

Effectively and accurately process customer’s financial application while engaged in telephone conversion.

Ensured all customer information is correct, including phone numbers and addresses.

Performed basic account maintenance activities.

Answered incoming calls from client’s regarding status update, contractual agreements, billing, and service concerns.

Inform clients of overdue accounts and amount currently owed.

Handled customer inquiries both telephonically and by email utilizing MS Outlook.

Documented all call information according to standard operating procedures using MS Excel spreadsheets.

Analyze customers inquires and route calls to appropriate resource in order to resolve complaint.

LaSalle Network Temp Agency, Rolling Meadows, IL Nov 2012 - Feb 2013

Default Analyst/ Call Center Representative

Attempted to collect payment via telephone in a high volume call center.

Provided customer service regarding collection issues on student loans, processed and reviewed account adjustments, resolved client discrepancies and short payments.

Located student’s using credit bureau information, background checks, loan documents, and other paperwork or databases.

Listened to student's story and determine if debt can be collected and setup a payment arrangement.

Documented all call information according to standard operating procedures using MS Excel spreadsheets.

Performed basic account maintenance activities by navigating multiple computer, business, and web applications.

Informed students of overdue accounts and amount currently owed.

Followed federal and state laws dealing with debt collection.

Utilized computer systems to handle skip tracing to locate student responsible for delinquent account.

JP Morgan Chase, Elgin, IL Nov 2011 – Aug 2012

Fraud Analyst/ Call Center Representative

Placed outbound and follow-up calls to customers to verify ownership of account in a high volume call center environment.

Monitored constantly customer and transactional records to identify unauthorized transactions and fraudulent accounts.

Ensured confidentiality of all information collected during investigation utilizing web applications and Excel spreadsheets.

Observed customer transactions to identify fraudulent activity such as account take over, friendly fraud, theft and similar other risks.

Determined existing fraud trends by analyzing accounts and transaction patterns.

Generated suspicious activity reports and risk management reports for Managers utilizing MS Excel and Outlook.

Interacted with banks and customers to validate information and to confirm or cancel authorizations.

Randstad, Chicago, IL April 2011 – Nov 2011

Customer service Agent – Inbound call center

Received inbound calls including transferred sales leads and calls from current and potential customers.

Answered questions about the product details, the company, and issues with account for the customers.

Performed basic account maintenance activities utilizing MS Excel spreadsheets.

Ensured call met Quality Assurance Requirements and other key performance metrics.

Transferred customer calls to appropriate staff.

Identified, researched, and resolved customer issues using the computer system.

Followed -up on customer inquires not immediately resolved navigating between multiple screens.

US Census Bureau, Bollington, IL May 2010 – July 2010

Quality Assurance Interviewer

Determined telemarketing quality standards by studying inbound and outbound calls and customer service presentations;

Conducted test calls to telemarketing service representatives on new products.

Verified telemarketing results by measuring skills in use of scripts, product knowledge, sales and service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call.

Provided feedback to telemarketers by monitoring calls.

Monitored feedback for external vendor programs.

Evaluated telemarketing approaches by rating effectiveness of telemarketing service representatives; providing quality ratings.

Identified training needs.

Directed quality initiatives by requiring adherence to quality assurance policies and procedures developing new models; implementing changes.

Allstate Motor Club, South Barrington, IL Sept 2006 – Oct 2009

Call Center Representative

Answered emergency calls dispatch emergency road services to customer’s destination in a high volume call center.

Provided customers with product and service information while proficiently placing customer orders in computer system.

Completed call logs and reports for each call to document customer account status utilizing MS Excel spreadsheets.

Assisted customers with any technical issues experienced with website and escalate any issues to management appropriately.

Followed up customer calls to ensure emergency vehicles have arrived according to work order.

United Airlines, O’Hare Airport, Chicago, IL June 1998 – Nov 2005

Customer Service Representative

Assisted customers with creating flight reservations, while providing word class customer service.

Checked in passengers and their luggage utilizing computer database.

Rebooked missed or cancelled flights, resolving customer issues and complaints.

Resolved all problems with seats, fares, luggage, compensation and accommodations.

Education

Technical High School, Chicago, IL

High School Diploma

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