Customer Service Quality Assurance
Resume:
Kimberly Kelley
Stafford, VA *****
******************@*****.***
Professional Experience Summary
Customer Service Expert with over 10 years invested in learning the operations of various business and implementing innovative strategies to meet the needs of customers, managers and employees. I have developed strong relationships and emerged as the go-to-person to address issues. I have demonstrated my talent in both managing risks and customer expectations while delivering outstanding customer service around complex tasks. I am known as a team player who is consistently praised for my problem-solving abilities and conflict resolution skills. I am very dependable, timely and ready to add value to your company.
Work Experience
Quality Assurance Manager
Pro-Tech Collision Center - Fredericksburg, VA
May 2021 to Present
• Schedule and manage the receiving, completion and return of vehicles.
• Work closely with various insurance companies, verifying deductibles and availability of loaners
• Developed and implemented a formal Quality Assurance Program. o Identified and corrected problems after repair work is performed and ensured that it was corrected before the vehicle is returned to the customer.
• Address customer questions, issues, concerns and provide resolution with high quality customer satisfaction
• Develop and maintain positive and collaborative relationships with customers
• Collaborate and consult with the technicians to manage the timeframe for products to be completed and delivered
• Develop, modify and provide input to processes, providing customer service guidance and policies for the business
• Fulfill client expectations and optimize client satisfaction
• Formed effective partnerships with company partners, insurance companies and functional teams that have an impact on overall service delivery, including management
• Surveyed and reported on operations to ensure service level agreements are being fulfilled
• Prioritized, scheduled and tracked problems, services and support requests
• Demonstrated ability to train new and existing staff on the processes and operation of the business
CSR - Customer Service Representative
Caliber collision center - Fredericksburg, VA
May 2014 to April 2020
• Schedule and manage the receiving, completion and return of vehicles
• Work closely with various insurance companies, verifying deductibles and availability of loaners
• Address customer questions, issues, concerns and provide resolution with high quality customer satisfaction
• Develop and maintain positive and collaborative relationships with customers
• Collaborate and consult with the technicians to manage the timeframe for products to be completed and delivered
• Develop, modify and provide input to processes, providing customer service guidance and policies for the business
• Fulfill client expectations and optimize client satisfaction
• Formed effective partnerships with company partners, insurance companies and functional teams that have an impact on overall service delivery, including management
• Surveyed and reported on operations to ensure service level agreements are being fulfilled
• Prioritized, scheduled and tracked problems, services and support requests Education
High school diploma
Oakton High School - Vienna, VA
References
Will provide upon request
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