Customer Service Quality Assurance
Resume:
Deborah Armstrong
West Jordan, UT *****
********@*****.***
I am looking for a full time position where my skills and performance abilities will help to build a professional and profitable business. My background in Customer Service has given me a deep insight into the importance of Quality Assurance from both sides of each business. Authorized to work in the US for any employer
Work Experience
Quality Assurance Analyst
StubHub-Draper, UT
January 2022 to Present
Quality Assurance Audit Specialist.
When first joining StubHub, I was a Frontline Customer Service Agent. As the company encouraged team members to grow, I then became a Tier 2 agent which is in between an agent and a Supervisor. The position was designed to help agents resolve customer issues by approving actions above what the frontline agents were permitted to access. As my knowledge of the business increased, I was promoted to the Quality Assurance team, from there to the Quality Audit Team. StubHub merged with a European company a d as of October 2024 will be relocating the headquarters to Atlanta, Ga.
Head Cashier/Customer Service
Lowe's Home Improvement-West Jordan, UT
April 2017 to October 2021
Ensuring the front end, which consisted of cashiers, Customer Service desk and customer online purchases pick up area, ran smoothly. Helping customers with questions, helping the cashiers with personal needs or difficult customer issues, running the shift to make sure all the policies were followed, making the customers and staff comfortable and safe. Manager
Empire Divers-Manhattan, NY
July 2005 to May 2013
I am an avid Scuba Diver, this was my dream job at that age. My business partner and I had a Dive shop in New York City. I am a Dive Instructor, the shop allowed me to teach my wonderful students this amazing sport safely, with full knowledge of the responsibilities we must put first while underwater. I ran the day to day management of the products stocking, ordering, scheduling and supervision of the instructors and instructors in training referred to as dive masters. The classroom and pool sessions as well as organizing and booking dive vacations for groups of our divers was a very large part of my responsibilities Inside Sales Representative
XS Scuba-Santa Ana, CA
September 2002 to July 2005
XS Scuba is a scuba manufacturer. I had the privilege of being the first inside sales person for the new company. I was responsible for incoming and outgoing calls for equipment our dive shop customers needed to order. I built a very strong relationship with all of our current customers and added more shops to our list of very happy dive shops. I was involved in every aspect of the company, including being a representative at various dive manufacturers trade shows and yearly sales events. Education
Associate's degree in Music
Allan Hancock College - Santa Maria, CA
August 1974 to June 1976
Skills
• Quality Assurance (2 years)
• Inside Sales (10+ years)
• Teaching (10+ years)
• Management (10+ years)
• Customer service (10+ years)
Additional Information
On Quality Assurance Team, I helped to build a strong solid audit practice. We are auditing our Customer Service Frontline team. The goal is to direct them to follow policy and customer service steps for assisting and resolving the customers issue. If we have an agent not following the guidelines, it is part of our responsibilities to include corrective actions for that agent. Additionally, we find and correct the misuse of compensation practices to avoid financial loss. During my many years of management and customer service, I have developed a love for resolving the customers issues while balancing the policy and good name of the company I am representing.
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