Quality Assurance Customer Service
Resume:
Kevin Birmingham
Nolanville, Texas ***** (Central Texas an hour away from Austin, Texas)
************@*******.***
Skills
Technical, aptitude with data, flexibility, good communication skills, process oriented, genuine empathy. Computer programs used: Microsoft Office, QMS, Dropbox, Salesforce, AWS, Tableau, Power BI, Purecloud, NICE, CRM, Access and OneNote.
Experience
3/2021 to 1/2023
Accenture, Austin, Texas Quality Assurance Analyst
● Performed Quality Assurance on calls.
● Provided coaching and feedback.
● Attended call calibration sessions.
● Maintain exceptional procedural knowledge, adhering to process and policy and ensuring that specialists issues are escalated to the correct team.
● Meet and exceed productivity and accuracy expectations. 3/2019 to 1/2021
Pro-Unlimited at Facebook, Austin, Texas, Quality Assurance Analyst
● I worked for 3 different employment agencies during my time at Facebook but it was always for the exact same job. (Nytec 3/2019 to 2/2020, Accenture Flex 3/2020 to 8/2020. Pro Unlimited 8/2020 to 1/2021).
● Performed Quality Assurance audits of completed Quality Assurance Audits for 2 different companies who had contracts with Facebook- TASKUS and Accenture.
● Provided coaching and feedback for the Quality Assurance Analysts but also for the Facebook Marketing Experts as well.
● Attended call calibration sessions.
● Adhered to multiple QA Guidelines per company and per campaign within each company.
2
7/2018 to 1/2019
Appleone at Austin Energy, Austin, Texas, Quality Improvement Specialist
● Performed Quality Assurance Analysis of calls
● Provided coaching and feedback
● Attended call calibration sessions.
5/2017 to 1/2018
Kforce at Home Depot, Help Desk
● Assisted Home Depot employees with troubleshooting error messages.
● Remote accessed Home Depot employees computers to troubleshoot error messages.
10/2009 to 12/2015
Time Warner Cable, Austin, Texas, Customer Retention Representative
● Handled inbound customer service calls
● Provided Tier 1 Technical support
● Handled service and billing disputes
● Negotiated options to retain existing customers
1/2003 to 11/2008
Sprint - Customer Retention Representative
● Handled inbound calls from existing customers
● Negotiated options to retain customers from leaving the company
● Provided Tier 1 Technical Support
● Assisted with the training and the supervision of 25 to 30 new hires at a time in the training class
● Supervised a team of Customer Service Representatives 3
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