Customer Service Quality Control
Resume:
PROFESSIONAL SUMMARY
Customer-oriented Supervisor with 20 years of hands-on experience
overseeing employee performance and offering knowledgeable guidance and support. Expert in Call Center industry best practices and principles of employee management. Blends superb time management and organizational skills to drive group success. WORK HISTORY
Customer Service Specialist, 07/2009 - 08/2023
Geleta Associates, Tallahassee, FL
Customer Service Manager, 02/2018 - 07/2020
Continuum, Tallahassee, FL
Tallahassee, FL 32304
*******.*********@*****.**
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SKILLS
NATALIE
SOLOMON
Documented customer correspondence in CRM to track requests, problems and solutions.
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Assisted customers with making payments or establishing payment plans to bring accounts current.
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Upheld quality control policies and procedures to increase customer satisfaction.
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Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
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Troubleshot shortages and overages to support quality control efforts.
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Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
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Trained new hires on products and services, best practices and protocols to reduce process gaps.
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Responded to customer inquiries and provided technical assistance over phone and in person.
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• Researched and identified solutions to technical problems. Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
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Maintained knowledge of company products and services to promptly resolve complaints and concerns.
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Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
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Audited customer account information to identify issues and develop solutions.
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• Report creation
• Credit card payment processing
• Problem-solving abilities
• Office equipment proficiency
• Microsoft Office expertise
• Clerical support
• Call Center Operations
• Inbound and Outbound Calling
• High-energy attitude
• Quality control
• Telephone Etiquette
• Customer Order Management
High-Volume Call Environments for
10+ years
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EDUCATION
Associate of Applied Science, Psychology
Tallahassee Community College - Tallahassee, FL
Took ownership of customer issues and followed problems through to resolution.
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Resolved customer complaints while prioritizing customer satisfaction and loyalty.
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