Customer Service Quality Control

Professional Summary

Looking to leverage my extensive expertise as a highly motivated, technology-focused Director with a proven track record in remote management, quality assurance, and customer service. My objective is to drive efficiency through data-driven analysis, striking a balance between cost and reward while effectively managing teams and departments to benefit the company.

Experience

Hometown Quotes 2010 - 2023

Agent Service and Quality Director: 2020-2023

oTransitioned into a strategic leadership role, overseeing both agent service and quality control.

oRemotely led a team of customer service and quality representatives, providing coaching, guidance, and performance evaluations.

oRemotely collaborated with other departments, including sales, agent marketing, affiliate marketing and IT to ensure a consistent and customer-centric approach across the organization.

oImplemented new procedures and technologies that improved efficiency and streamlined operations.

oOversaw the integration of technology solutions, including CRM, Live Chat, and local IVR to streamline processes and improve customer support.

Quality Control Manager: 2015-2019

oRemotely managed the quality control department responsible for consumer lead review.

oDeveloped and implemented quality control processes and procedures internally and with outside call centers.

oLed efforts to enhance lead quality from the Affiliate level and streamlined quality review process.

oHelp integrate third party data into the verification process of our products to improve initial quality as well as automate the review of returned leads

Quality Analyst: 2010-2014

oEstablished and monitored key performance indicators (KPIs) to track bidding strategies for maximum benefit to the company at the best cost, achieving significant improvements.

oConducted in-depth analysis of leads from initial bidding to distribution, and quality.

oProduced detailed quality reports and provided data-driven insights.

oCost analysis of affiliate marketing partners impacting performance improvements individually and overall.

K and S Communications 2006 – 2008

West TN Utilites 2009-2010

Telecom Installation and Repair Technician

oInstalled, configured, and maintained telecommunications equipment, including telephone systems, data networks, and VoIP systems, ensuring optimal performance.

oUtilized testing and diagnostic equipment to ensure the quality and reliability of telecommunications systems, delivering efficient and dependable solutions to clients.

oTroubleshot and resolved technical issues related to telecommunications equipment, ensuring minimal downtime for customers.

oConducted site surveys to assess installation requirements and recommended appropriate equipment and cabling solutions.

oDemonstrated strong problem-solving skills to troubleshoot and resolve connectivity issues and signal disruptions promptly.

oCollaborated with customers to explain service options, address concerns, and ensure satisfaction with the installation process.

Application Proficiencies

Zendesk

Zopim Chat

Zendesk Chat

Talk Desk

Ring Central

Periscope

Heidi SQL

Domo

Google Workspace

Microsoft 365

Excel (V-Lookup)

Microsoft Teams

Ekata

Jira

Skill Highlights

Remote Team Management

Project Management

Departmental Cost Analysis

Workflow Improvement

IVR implementation

Data Analysis

Cross Department Collaboration

Escalation Resolution

SQL Data

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