Customer Service Quality Assurance

YOLANDA BUTLER -HAMER

***** * ******* ***

Aurora, Colorado 80012

Home Phone: 720-***-****

S

O B J E C T I V E

To secure a position with in a company that offers new and exciting challenges.

S U M M A R Y

Over twenty years of experience in Customer Service with Telemarketing, Quality Assurance, Training, and Supervisory Background.

W O R K H I S TO R Y

United Airlines 2013-2016

Responsibilities included assisting customers with ticketing and issuing boarding passes

Checking in customers also assigning seats . I was responsible for assisting with unaccompanied minors escorting them to and from the aircraft. I provide customer service to customers who had issues such

With delays and canceled flights.

1.

Apria Health Care, (Temporary)

Responsibilities included inputting client’s information into the data base. Appointment setting also insuring that the clients received medical equipment that had been requested by physician. Receiving and retrieving medical documentation for proper scheduling.

Great West Life, 2008-2010 (Temporary)

Responsibilities included inputting client’s information and sending out bulletins regarding payment and releasing of insurance information for payment. Insuring all requirements had been met by the quality assurance department before sending information to clients. I also had some administration duties which included answering the phone, scheduling appointments, sending out correspondence.

Service Associate, Kaiser Permanente 2007-2008 (Temporary)

Responsibilities included appointment setting, scheduling specialty appointments, providing patient referrals and ID numbers.

Supervisor, Convergys (Team Lead) 2003-2006

Responsibilities include call monitoring using auto quality method, reviews all data to accurately asses the performance level of agents. Determines non- compliance and documents evidence of deficiency and communicates expectations by means of feedback. Additional responsibilities include but mot limited to attending calibration sessions, supervising 12-35 agents, taking several development classes to increase my knowledge in leadership, and management. Updating agents on new information and supplying additional coaching and monitoring as needed.

I have also had the opportunity to assist with implementation of a new call center for the Postal Project in North Carolina for 3 months. I was also asked to take over as Operations Manager while my manager was out on vacation. I also had the privilege of going to Washington D.C. to secure the Equal Opportunity Employment Agency contract for the company. I was part of the engagement team which implemented new and exciting ideas to help the agents to improve and become top agents.

Supervisor, Tele Tech 1999-2003

Responsibilities include call monitoring using auto quality method, reviews all data to accurately asses the performance level of agents. Determines non- compliance and documents evidence of deficiency and communicates expectations by means of feedback.

Assistant Supervisor, Vertical Marketing (part-time) 1996-1998

Responsibilities included quality control, attendance of the employees, up training implementation of new assignments, staffing, and scheduling of employees.

Assistant Supervisor, MCI Communications 1997-1999

Responsibilities included monitoring of agents, training for new plans, scheduling, over looking the work that had been completed, keeping records of customer’s information. Data processing.

E D U C A T I O N

HIGH SCHOOL John Marshall Harlan 1982

I N T E R E S T S

Singing

Traveling

V O L U N T E R W O R K

Currently volunteering at Friendship Baptist Church of Christ Jesus as Office Administrator, duties include answering phone, filing, drafting letters, scheduling appointments, sending out correspondence to inner office as well as outside vendors, making bulletins for services, taking minutes in all meetings, and coordinating weekly classes.

Also I am the Administrative Assistant for GRACE Ministries Inc. my duties within this organization consist of coordinating a yearly conference, taking minutes in meetings, contacting speakers, purchasing airline tickets and making hotel accommodations for large groups assigning duties to staff members, preparing fliers and informational material to be sent out.

C O M P U T E R K N O W L E D G E

Proficient in Micro Soft Word

Excel

Power Point

Lotus Notes

Oracle

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