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Customer Service Quality Assurance

Texas, United States
October 19, 2016

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Tonna Phillips

**** ****** ***. *** *** Fort Worth, TX 76120

Phone: 817-***-**** Cell: 815-***-****


Motivated, self starter with over 20 years of Customer Service experience and a can do attitude. Organized and focused with demonstrated ability to balance demands of multiple projects while meeting strict deadlines. Known for adaptability and commitment to achieving goals. Accustomed to handling sensitive, confidential records. Excellent team-building skills.


HS Diploma

Beloit Memorial High School Diploma (June 1992)

Professional Experience

Customer Service/Quality Assurance (August 2010 – February 2016) ServiCom

Provide excellent customer service by telephone or in person to educate about products and/or services, intake new orders, and cancel accounts.

Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as document actions taken and resolutions provided.

Check to ensure that appropriate procedures were followed to resolve customers' problems.

Resolve customers service or billing complaints by performing activities such as offering discount, refunding money, or adjusting bills or invoices.

Refer unresolved customer grievances to designated departments for further investigation.

Advancement to Quality Assurance department.

Resume: Tonna Phillips

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Packer/Puller (December 2008 – July 2010)

Snak King C.J. Vitners Inc.

Collect, sort, distribute products and quality checked for valid expiration dates.

File and maintain invoices.

Listen and resolve complaints from customers of the public.

Ensure that document control functions are being performed in accordance with the procedures and in a timely manner. Customer Service/Cashier (July 2007 – December 2008) Dollar Tree

Stock and deface products on shelves.

Provide assistance to customers with pricing and products.

Organize or work with detailed office or warehouse records, using computers to enter, access, search or retrieve data.

Transmit claims for payment and inventory into company software. Summary of Qualifications

Dedicated to superior Customer Service

Proficient verbal and written communication skills Proficient with computer applications

Creative problem solving techniques

Effective listening skills

Ability to complete multiple tasks and not compromise quality Ability to work in a fast paced, deadline driven environment Energetic performer


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