Customer Service Quality Assurance
Resume:
Stephanie Gilliam
Grand Prairie, TX ***** *******************@*****.***
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Quality Assurance Supervisor
Therabody (Theragun) - Grand Prairie, TX
October 2022 – Current
●Develop, implement, and manage processes to ensure that products meet required specifications for quality, function, and reliability prior to shipping.
●Identify and set appropriate quality standards and parameters for products.
●Communicate quality standards and parameters to QA team, product development team, and other appropriate staff.
●Coordinate product testing processes for the QA team.
●Identifies and analyzes issues, bugs, defects, and other problems, particularly when problems recur in multiple products; recommends and facilitates solutions to these issues.
●Maintain and track data for audit/quality on Excel sheets
●Use heat tunnel to wrap the product
●Create and maintain all department SOP’s and KPI’s
General Warehouse Receiving/Shipping Supervisor
Best Buy - Flower Mound, TX
December 2019 to October 2022
●Coordinate inbound and outbound shipping, both domestic and international, with a variety of transportation companies and carriers.
●Manage all important documents such as advanced shipping notices, pick slips, lading bills, and compliance documentation.
●Direct the flow of packages from preparation to shipment.
●Inspect labels, barcodes, and other features of completed orders.
●Collaborate with other managers and supervisors and departments to optimize processes, SOP’s, KPI’s, and AOM’s.
●Resolve issues regarding shipped orders.
●Ensure compliance to legal regulations and company policies.
●Assist in evaluating new package materials and systems.
●Package outgoing orders for delivery according to common carrier requirements for national or international shipping
Senior Customer Service Supervisor
EGS Global Solutions
January 2017 to December 2019
●Supervise and managed a team of 33 personnel including contractors and temps daily.
●Manage timeliness, accuracy, and maintenance of published content via Microsoft SharePoint.
●Oversaw and assess customer service staff activities and provide them with regular performance-related feedback.
●Trained staff in all company policies and procedures and documented and maintained training records.
●Monitored and authenticated all returns, exchanges, and voids issues for the customer service team.
●Investigated, reviewed, and solved customer service complaints.
●Assisted with the development and implementation of service policies, SOP’s, KPI’s, and AOM’s for the department.
Senior Account Manager of Customer Relations
American Express
June 2013 to November 2016
●Directly managed a team of more than twenty plus associates over various departments.
●Created and maintained schedules for the customer service, IT support, and collections department.
●Conducted annual evaluations and tracked required training for each team member of the customer service team.
●Built and maintained profitable relationships with key customers.
●Oversaw the relationship with customers handled by the collections team.
●Resolved customer complaints quickly and efficiently.
●Kept associates and customers updated on the latest products to increase sales.
●Met with managers in the organization to plan strategically.
●Conducted business reviews using CRM programs.
●Created and maintained all SOP’s, KPI’s, and AOM’s for the customer service department.
Healthcare Call Center Supervisor
Captel
March 2011 to June 2013
●Served as the primary contact to Captel Medical Group patients and provided world-class customer service
●Managed and continuously evaluated department metrics, performance criteria, policies, and procedures to ensure customer satisfaction on all service levels
●Acted as a subject-matter expert and “go-to” person regarding department systems, policies, SOP’S, KPI’s, and workflow
●Directed department activities and set performance goals and objectives accordingly.
●Monitored and reassign staff duties as needed to support inbound call volumes and other workload volumes
●Maintained a culture of accountability, continuous improvement, and personal excellence
●Maintained efficiencies by ensuring all the necessary information was gathered from a patient during the initial interaction
●Responsible for timely, efficient, and accurate documentation in the clinic’s electronic health record (EHR)
Education
HSD
James Madison High School
Milwaukee Area Technical College (Associate’s in Early Childhood Education)2009-2011
University of Wisconsin-Whitewater (Bachelor’s in Political Science)2009-2013
Skills
•MICROSOFT WORD (10+ years)
•WORD (10+ years)
•CUSTOMER SERVICE (10+ years)
•RECEPTIONIST (2 years)
•SALES (5 years)
•Organizational Skills
•Typing
•Excel
•Stocking
•Kronos
•SNAP
•SLACK
•Microsoft
•Oracle
•NetSuite
•Zenefits
•Telemarketing
•Upselling
•Payroll
•Alzheimer's Care
•Dementia Care
•Hospice Care
•Case Management
•Leadership
•Microsoft Excel
•Quality Assurance
•Patient Care
Certifications and Licenses
Forklift Certification
First Aid Certification
CPR Certification
AED Defibrillator Certification
Security License Class-D
Additional Information
SKILLS/QUALIFICATIONS
Extensive experience in high-volume call center situations
Extensive experience in member/customer service in a call center, or financial institution
Significant experience in managing multiple priorities independently and/or in a team environment to achieve goals
Advanced organizational, planning, and time management skills
Advanced skills in conflict management and resolution
Advanced skill in maintaining composure in a high production and changing environment
Advanced verbal and written communication skills
Advanced skills in performing mathematical calculations and working accurately with numbers
Expert active listening skills to accurately respond to inquiries and account requests
Expert skill in building effective relationships through rapport, trust, diplomacy, and tact
Expert skills exercising initiative and using good judgment to make sound decisions
Expert skill in interacting tactfully and effectively in difficult situations
Expert skill in producing desired results and achieving goals and objectives
Expert skill in resolving member/customer problems
Expert skill in navigating multiple screens and PC applications and adapting to new technologies Experience in a sales, cross-selling, or up-selling environment
COMPUTER SKILLS
Proficient in: Microsoft Word, Excel, PowerPoint, Outlook, Microsoft Office, Word Document, Oracle, NetSuite, SLACK, SNAP, Kronos, Dragon, RedBird
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