ROBYN C. WILEY

ad28pu@r.postjobfree.com 205-***-**** Cottondale, AL 35453

PROFESSIONAL SUMMARY

Precise Quality Assurance Manager proficient in all QA operations, policies and procedures. Experience hiring and developing individual team members. Committed to thoroughly assessing product quality and manufacturing processes to achieve excellent results and customer satisfaction.

SKILLS

Customer Service

Microsoft Office Suite

Time Management

Inbound and Outbound Calling

Quality Control

Attention to Detail

Verbal and Written Communication

Collaborative Environments

Complex Problem-Solving

Staff Management

Critical Thinking

WORK HISTORY

Technical Support Representative Teleperformance - Remote, AL

11/2023 – Present

Provide front line, first level, technical assistance for consumers

Supporting Client specific high speed internet services delivering an exceptional customer experience

Resolve technical problems, within a fast paced, customer facing environment

Troubleshooting and issue resolution assistance with Client service and/or devices specific issues including internet connectivity and performance troubleshooting.

Supporting customer needs related to Client specific high speed internet services and or devices including troubleshooting, triage, and additional required resolution techniques.

Deliver in scope support for internet service and connectivity related issues pertaining to operating system, PC, and browser configuration.

Demonstrate advanced product knowledge and the ability to solve customer issues.

Resolve customer issues on the first call as frequently as possible.

Open and manage trouble ticket system for user issues, Data Network, OS issues.

Be patient, courteous and friendly with customers at all times.

Demonstrate a positive attitude.

Address and solve technical problems in a timely manner and complete all work assignments within expected time frames.

Adhere to all work schedule assignments.

Abide by and support management directives and adhere to all Teleperformance policies.

Member Service Representative Alabama Credit Union - Tuscaloosa, AL

08/2023 – 11/2023

A front-line position that is responsible for providing members with outstanding service experience within the framework of the Alabama Credit Union Shared Values.

Duties include helping members with their basic financial transactions (such as conducting deposits and withdrawals, posting credit card payments and balance transfers, receiving debit card and check orders, etc.)

Providing information about products and services to members in order to serve their financial needs.

Quality Team Leader Mobis - McCalla, AL 08/2022 – 11/2023

Assisted with documenting key processes and procedures and security protocols.

Processed accepted materials and components into ERP system with timely data entry and logging of lots and serial numbers of tracked items.

Coordinated with shift management to establish clear expectations and complete daily quality assignments.

Inspected incoming materials, completed manufacturing pieces and assembled systems for conformance with standards.

Waitress Dreamland - Tuscaloosa, AL 10/2017 – 11/2023

Kept server areas clean and stocked to increase efficiency while working tables.

Used cash registers and credit card machines to cash out customers.

Greeted new customers, discussed specials, and took drink orders.

Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.

Quality Clerk Schnellecke Logistics - Vance, AL 09/2020 - 11/2021

Recorded findings of inspection process, collaborating with quality team to implement corrective actions.

Educated employees on specific QA standards and confirmed maintenance of standards.

Analyzed quality and performance data to support operational decision-making.

Monitored product standards and quality-control programs.

Deli Clerk Neighborhood Walmart - Tuscaloosa, AL 04/2019 - 12/2019

Greeted customers at the counter to fulfill requests and answer questions.

Responded to telephone inquiries regarding available products and services and helped customers make appropriate choices.

Made food according to standard recipes with requested changes for customer satisfaction.

Prepared and submitted weekly deli sales reports to highlight popular and fast-selling items and identify buying patterns.

Cashier Lowe's - Northport, AL 09/2018 - 01/2019

Greeted customers entering store and responded promptly to customer needs.

Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.

Helped customers complete purchases, locate items, and join reward programs.

Stocked, tagged, and displayed merchandise as required.

Shift Manager CVS Pharmacy - Tuscaloosa, AL 10/2016 - 05/2018

Kept employees operating productively and working on tasks to meet business and customer needs.

Trained and mentored new employees to maximize team performance.

Supervised employees and oversaw quality compliance with company standards for food and services.

Worked closely with team members to schedule breaks and shifts to meet state regulations.

Customer Service Associate Kmart - Tuscaloosa, AL 10/2014 - 10/2017

Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Informed customers about special promotions and provided detailed information for various products.

Responded to customer calls and emails to answer questions about products and services.

Team Trainer Arby's - Tuscaloosa, AL 01/2013 - 03/2016

Trained other employees in customer service, food safety, and performance requirements.

Set a positive example for team members by providing high-quality, efficient service.

Taught new team members correct procedures for all areas of operations.

EDUCATION

Lawson State Community College, Birmingham, AL

Associate of Science

Tuscaloosa County High School, Northport, AL

High School Diploma

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