Customer Service Quality Assurance

Danielle Barron

Customer Service Rep/Quality Assurance Coordinator

Somerset, KY

**********.**@*****.*** - 606-***-****

Microsoft Office proficiency Strong interpersonal skills Meticulous attention to detail High customer service standards Results-oriented Service solutions expert

Professional and mature call center management experience Technical help desk experience Dedicated to process improvement Conflict resolution proficiency

Advanced MS Office Suite knowledge

Proficient in customer account software

Resourceful

Multi-channel contact center software

Strong analytical skills

Customer Relationship Management

Dedicated team player software (CRM)

Self-directed Network asset management

Customer service management expertise Troubleshooting skills Toleration e-CRM Telecommunications knowledge

Authorized to work in the US for any employer

WORK EXPERIENCE

Customer Service Rep/Quality Coordinator

Blackboard Inc - Somerset, KY - December 2005 to February 2014 Blackboard Inc. - Somerset, Kentucky

Cross-trained and provided back-up for other customer service representatives when

needed.

Developed highly empathetic client relationships and earned reputation for exceeding sales goals.

Generated sales and inventory reports in Excel with data from a variety of sources, maintaining a 100% accuracy rate.

Trouble shooted and resolved web application issues escalated from customer support and other departments with a 100% success rate. Managed quality communication, customer support and product representation for each client.promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax.

Provided accurate and appropriate information in response to customer inquiries.

Demonstrated mastery of customer service call script within specified timeframes.

Maintained up-to-date records at all times.

Developed effective relationships with all call center departments through clear communication. Formulated and enforced Service Center policies, procedures and quality assurance measures. Trained staff on how to improve customer interactions.Assisted with the development of the call center's operations, quality and training processes.

Developed process improvements to enhance efficiency and effectiveness of inter- department call center operations.

Drafted meeting agendas, supplied advance materials and executed follow-up for meetings and team conferences.

EDUCATION

Associates in Business Administration

kctcs - Somerset, NJ

2010 to 2012

Scott County High School - Georgetown, KY

1997 to 1997

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