Customer Service Quality Assurance

Summary

Highlights

Experience

Education

CHERYL WARR

**** **. **** **., ***** Park, CA 90620 H: 714-***-**** C: 714-***-**** ***********@*****.*** Dedicated customer service supervisor with approximately 25 years experience handling customer inquiries, and complaints. While calming unhappy customers, repairing trust, problem resolution, maintaining a professional attitude. Led, monitored the daily activities of four work groups consisting of 30 employees and two Supervisors in a call center setting. Recruited, interviewed, hired and trained new quality customer service representatives. Actively participated in the development and implementation of strategic plans, operational goals, objectives and business initiatives.

Focused on Customer Satisfaction

Analytical Ability

Mentoring & Coaching

Conflict Resolution

Skilled Multi-tasking

Creative

Flexible

Microsoft Office Skills

Call Center Supervisor II Call Center Operations Feb 2000 to Apr 2015 University California Irvine Health Orange, CA

Skill, I can motivate for example, in my last job I was tasked with heading up our office participation in the employee engagement survey. As a result I was able to present the survey questions in small workshops where we were able to discuss questions on the survey. Promoted the importance of staff participation in order to identify their concerns and improve employee satisfaction. Gathered results to create an environment in which we could address and implement changes. This led to increased employee satisfaction in the work place. I was able to improve employee participation from 64% participation to 99.5 in a 2 year period.Recruited, interviewed, hired and trained new quality customer service representatives. Monitored the daily activities of four customer support teams. Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives. Owned team productivity metrics. Resolved customer questions, issues and complaints. Addressed negative customer feedback immediately. Routinely prepared and evaluated call monitoring and quality of work to identify problems and areas for improvement. Effectively communicated with team members to maintain clearly defined expectations.

Quality Assurance Auditor May 1998 to Feb 2000

United Healthcare Brea, CA

Conducted quality assurance reviews of medical claims for accuracy and in adherence according to insurance plan benefits. Results increased customer confidence and the company's credibility, to improve work accuracy and efficiency. The emphasis on identifying errors before the customer service explanation of benefits was generated. Call Center Representative Trainer Oct 1994 to May 1998 United Healthcare Brea, CA

Responsible for ensuring that call center agents provide the kind of service that builds high levels of customer satisfaction. By coaching and training both new recruits and experienced agents with: increased productivity, reducing operating expenses, retaining customers, providing an outstanding customer experience, and reducing agent attrition. Business Skills

Santiago Canyon College Orange, CA, Orange

High School Diploma, Math, English, Science, History Social Studies and Home Economics

Esperanza Anaheim, CA, Orange

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