Customer Service Quality

Kathleen Mitchell

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

Rockford, IL 61108 815-***-****

*********@*******.***

Objective: To obtain a career in an office setting.

Skills:

• Microsoft Office Suite (word, excel, powerpoint)

Run a meeting trained

Quality experience with call monitoring and feedback

Quality calibration trained

Knowledgeable in ICD-9-CM Coding, Ambulatory Care Coding, Anatomy

Knowledgeable in HCPCS coding

and Physiology, and Medical Terminology

• Trained in maneuvering Quantim, and Medcin Software programs.

Education:

Associates of Applied Science Degree: Health Information Technician.

Graduated March 2012.

• Rasmussen College - Rockford IL, GPA 2.5

• Rasmussen College accredited by the Commission on Accreditation for

Health Informatics and Information Management (CAHIIM) and the

Higher Learning Commission.

Employment:

Tax Program Assistant, Goodwill, Rockford, IL, January 2017- present

Assistant for Vita Tax program

Receives and makes calls to tax service clients

Arranges appointments

Recommendation letter from Supervisor for quality work

Call Center Representative, EGS, Rockford, IL, February 2014- October 2016

Met quality standards on a month to month basis.

Was made a team lead by the first 2 weeks of on the floor work

Was made a senior representative specializing in quality monitoring

Excellent attendance and punctuality.

Recommendation letter from supervisor for quality position

Call Center Represntative, The Connection, Loves Park, IL May 2012-February 2014

•Demonstrated the ability to deescalate a irate customer or participant

•Excellent at multi-tasking

•Able to focus on 100% quality work at all times

•Selling a customer on either adding on services or staying with the company

Employee, Wendys, Rockford, IL December 2009 – May 2012

Demonstrated the ability to provide excellent customer service

Developed the ability to keep a level head while multi-tasking at a

high pace.

Upselling new products during order taking.

Acknowlegments

•Multiple customer appraisals while at The Connection

•Cross trained in two different types of clients

•Responsible for properly documenting sanitation regulations per law regulations

•Monthly bonus pay for performance

•2 years at one job location

•Used to train new hires at all employment locations due to quality excellance

References upon request

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