Quality Assurance Customer Service
Resume:
Call Center Manager with ** years of training and development experience, as well as media development and Quality Assurance experience. In addition to the training and development, media development and quality assurance experi- ence, have also developed great needs analysis and process improvement skills. Have great people skills and am process driven and results oriented.
ACCENTURE
New Mexico human Services Agent
July 2023 - August 2023
• Answer Calls fo customers who wan to apply or inquite about benefits, such as medicaid, SNAP, housing, energy
• Document calls accordingly
• Fast Pace environment
HR COVID Team Member
Truist
November 2021 - March 2022 (Temp Job)
• Take calls of Truist employess reporting exposure or positive rest results
• Provide guidance on how long the employees will be out because of their exposure, vaccination and positive test status
• Take calls from employees and managers who need to speak to a Team Relations Manager regarding HR-related issues
• Attend meetings and trainings related to updates regarding COVID and other HR-related issues
• This was a temporary assignment
Call Center Manager & Training and Quality Assurance Manager The Wholesale Group May 2015 - March 2021
• Designed the New Hire Training module for both Customer Service Reps and Sales Reps
• Prior to my arrival, the new hire training was very primitive; it was a lot of shadowing for feeabout a week and then the agents began taking calls, there was no formally training or a breakdown of procedural training
• Classes averaged about 3-5 students per class
• Handled all the hiring for the company. We eventually achieved a steady base of employees with almost 0% turn over
• Designed the New Hire Training assessment, which solidified the students’ retention to the imparted material
• Managed a staff of 20 call center agents, both Sales and Customer Service Reps
• Provided New Hire training, roughly 4-5 times a year, usually before the busy season started (which is from March - October)
• Provided On-going training to current employees
• Developed and implemented the Progressive Disciplinary process, which helped address inappropriate behaviors from the agents, providing them with room to improve before any adverse action is taken
• Re-wrote the Employee Handbook
• Implemented and managed the Quality Assurance program
• Increased the quality assurance scores from 73% to 93% in about three months
• Designed the Quality Assurance forms (for sales and customer service)
• Designed and implemented the Nesting process, which allows new hire reps to take calls and receive daily coaching sessions for the first two weeks since after completing training
• Created the PTO request process; which allowed the company to manage time off requests much better
• Designed and implemented the Customer Experience module, we needed to improve the customer experience, and this included providing better customer service
• Designed the Sales Training using the WIIFM process: this increased our sales by nearly 10ß%
• Put into effect and administered Coaching to Excellence process
• Customized and rolled out E-mail Etiquette Training
• Managed the warranty department; the reps who handled warranty claims did a good job, they were very on-task and had great follow-up
State Farm / Manpower
Customer Service Agent/Mail Processing Clerk
September 2014 - May 2015 (Temp Job)
• Generate reports and documents for depositions, and insurance claims
• Generate disclosure documents for new and current policy holders regarding State Farm policies
• Provide customer service to policy holders, medical providers and legal representatives regarding information in a policy holder’s/claimant’s claim
• Provide customer service to auto body shops and collision/repair shops regarding claims and other collision-type inquiries
• Process and distribute all incoming mail
• Process and prepare all outgoing USPS mail
• Process and prepare all outgoing UPS mail
• Maintain adequate office supplies for the center; process orders for supplies
• This was a temporary assignment
UPS / Manpower
Administrative Assistant III
February 2014 - March 2014 (Temp Job)
• Provide customer service to both internal and external UPS clients
• Follow set protocols to ensure USPS/UPS international mail reach targeted destinations
• Follow procedures for putting cargo on hold, identifying the reasons for such and communicating to all Internal departments and clients of such actions using a variety of programs for documentation purposes LOUIS A PEDROZA
11942 SW 210 ST • Miami FL 33177
*****.*******@***.***
Experience
• Creating reports using Excel and Access
• This was a temporary assignment
Allstate / Manpower
Telemarketing
October 2013 - December 2013 (Temp Job)
• Called potential customer from a supplied list to gauge interest in acquiring either additional insurance from Allstate or to change their insurance carrier
• Would gauge their interest in either property or automobile insurance or provide financial planning
• This was a temporary assignment
Brand Ambassador
Premium Retail Services
August 2013 - February 2014 (Temp Job)
• Provide product presentations for both store associates and customers for various brands (Roku, Nest and Beats)
• Answer product questions for both customers and store associates
• Participate in assisted selling events for the products currently promoting
• Travel from store to store, assigned by PRS and client to ensure products are promoted successfully
• Increase product awareness and generate sales
• Project ended
Transcend Media
Quality and Training Manager
September 2012 - January 2013
• Responsible for managing the Quality Assurance processes for Transcend Media
• Established new processes to meet requirements and efficiencies to achieve the monthly goal of 90%
• Met goal in the first month of establishing new processes
• Redesigned new training agenda, focusing on new learner emphasis and sales
• Designed, trained and implemented new coaching process Corporate Training and Quality Assurance Manager/Instructional Designer Alorica (formerly PRC) October 1998 – April 2012
• Responsible for writing instructionally-sound training materials, including facilitator guides, participant manuals for both classroom and web-based trainings
• Worked independently to manage project timeliness, deadlines, and course implementation process for both trainers and Quality Assurance reps company-wide
• Designed evaluations to measure content effectiveness for various programs throughout the company
• Training provided in person and via webinars; participation was very high on the webinar side
• Put together processes and best practices for Quality Assurance department: this increased accountabilty and credibility with the QARs and made them more efficient
• Designed and established Quality Assurance Representative Performance review: this was very necessary as there were no metrics to evaluate the QARs productivity and effectiveness
• Organized and established training modules for NICE application; NICE was the application used to evaluate reps
• Created and established Sexual Harassment Awareness Training across the enterprise: this training was very well received because many QARs experienced many forms of harassment and did not know how to address issues
• Designed and established Customer Service Training for non-sales programs: each program has this training customized specifically for them so we could meet the program’s individual needs
• Developed and established Computer-based Training modules for NICE application, KRONOS (payroll system) Oracle, Sexual Harassment Awareness and GMT (employee schedule management system)
• Laid out and established Quality Assurance Representative Certification process
• Created and established Quality Assurance Supervisor Certification process: this was developed to ensure the QA supervisors were following established protocols
• Drafted and established Trainer Certification process: this was put together to make sure all the trainers had under gone the same types of training regardless of their programs’ needs
• Developed and established QA Program Audit process: this was developed to ensure the program’s evaluations were meeting the needs Alorica had committed to
• Worked with LMS program, Cornerstone, to manage certifications company wide
• Worked with DemoBuilder software to build CBTs for the department for company-wide needs
• Managed Training and Quality Assurance for YUM!, Army, DTV Mainback, DTV Commercial, DTV Sales,
• Proficient in Microsoft Word, Excel and Power Point and Outlook and Gmail
• Proficient in both Windows and Macintosh platforms
• Proficient in Adobe Acrobat and Acrobat Distiller, Adobe Photoshop, Adobe Illustrator, Adobe InDesign, Quark Xpress, Multi-Ad Creator, Demo Builder,
• Worked with LMS software Cornerstone
• Worked with ATG, SAP, Salesforce and Workday
Florida State University (Attended)
Miami-Dade Community College (Attended)
• Speak, read and write English and Spanish
• Moderately proficient in American Sign Language
• W779445
0240- Healh
0214 Life Inc. Variable Annuity
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