Customer Service Quality Assurance

LASHAWN SHIPMAN

Objective-

Motivated and driven individual looking for next employment opportunity. I am searching for a company I can grow with and help benefit the team with my knowledge and background.

Employment-

Pinnacle Logistics- July 2017- Current

Supervisor of Administrations

• Oversee staff of thirty employees

• Delegate work duties to staff members, ensuring that all is being performed according to protocol

• Select, evaluate, and develop staff members to ensure that they work optimally

• Complete performance reviews

• Coordinate Schedules

• Daily Reporting

• Plan for constant operational changes

Iqor- June 2017-April 2018

Customer Service Supervisor

• Assessed customer service staff activities

• Provided reps with regular performance-related feedback

• Assisted staff in complex situations

• Trained staff in areas of customer service and company policies

• Completed performance reviews

• Handled Escalation Calls

• Daily Reporting

Lord and Taylor/ HBC - May 2015- June 2017

Customer Service Quality Assurance Lead

• Managed and implemented quality assurance

• Ensured proper execution of products and customer satisfaction

• Monitored representatives as they received and handled inbound calls

• Provided coaching and support

Apple, Inc.

Call Director Mentor June 2013- May 2015

• Mentored Apple customer advisors

• Coached Apple advisors

• Assisted with training advisors

• Received and handled escalated calls

References-

Available upon request.

Contact this candidate