Customer Service Quality Assurance

Kenya Montano

*** *** *** ** *****, Fayetteville, GA 30214 470-***-**** ************@*****.*** Profile

I am a highly motivated Customer Service Professional with 20+ years of experience providing excellent customer service and support. I have excellent communication, problem solving, and organizational skills, as well as an aptitude for quickly learning new technologies. Experience

QUALITY ASSURANCE ANALYST CHIME/VXI GLOBAL SOLUTIONS SEPTEMBER 2020- NOVEMBER 2023

· Evaluated work performed by team members and provided feedback based on adherence to documented guidelines and procedures.

· Responded to manager inquiries in support of aligning scoring assessment decision and calibration.

· Maintained scoring accuracy levels within calibrations targets ensuring that quality evaluations have minimal errors.

· Completed work efficiently ensuring that work assignments are completed on time.

· Led calibration sessions ensuring consistency in scoring assessments across teams.

· Analyzed and provided insights for a team or a team member's performance, supporting the training and coaching process.

· Administered and led internal and external interaction research request process ensuring responses are accurate, timely and meet all compliance requirements.

· Compiled, analyzed, and provided regular quality reporting to Client Care Leadership and Quality Team.

· Managed related projects, delegated as needed, and saw them through to completion while organizing and prioritizing multiple ongoing tasks.

GEEK SQUAD AGENT WIPRO JUNE 2015-OCTOBER 2019

· Provided exceptional customer service to Geek Squad customers over the phone.

· Diagnosed technical issues with a variety of products, including computers, tablets, phones, gaming systems, home theater equipment, and more.

· Explained complex technical concepts in an easy-to-understand manner for customers.

· Scheduled customer appointments for product setup, installation, and troubleshooting.

· Utilized Geek Squad tools and resources to provide accurate solutions to customer inquiries.

· Provided recommendations on additional services or products that may be beneficial to customers.

· Maintained up-to-date knowledge of current technology trends and products.

· Followed all company policies and procedures when interacting with customers.

· Participate in ongoing training sessions to stay abreast of new technologies and products.

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