Call Center Quality Control
Resume:
Kyra Blackmon
************@*****.***
***** ****** *** *******, ** 48219
Education
Associates Degree – Criminal Justice
Wayne County Community College District, Detroit, MI 2011-2013
Skills
Active Listening
Customer and Personal Service
Service Orientation
Administration and Management
Critical Thinking
Attention to Detail
Qualifications
Adept at easily establishing rapport and communication with diverse individuals, defusing hostile situations, and ensuring customer satisfaction
Knowledge of raw materials, production processes, quality control, costs, and other techniques for maximizing the effective manufacture and distribution of goods.
Conscientious team player motivated to be a major contributor and achieve optimum results
Self-motivator that is excellent at multi-tasking and very adaptable to various work environments from production to retail to office
EXPERIENCE
Consumers Energy Call Center Representative
Concentrix, Farmington Hills, MI 02/2015- 05/2017
Provided customer relations support via inbound and outbound calls
Ensured first line resolution while expressing empathy for customers in the following areas: credit and collection payment arrangements, hold (delay next credit action), payment options, sealed for non-payment, assistance referrals (refer to Agency for assistance) electric outage and general billing inquiries (balance, payment postings)
Used and navigated multiple systems to track, document and research case
Production Line Personnel
Chrysler Company, Detroit, MI 07/2013 – 08/2013
Worked various positions within the Chrysler automobile manufacturing plant after being hired as a temp to provide summer vacation replacement
Operated as a replacement for personnel that were vacationing
Inspected materials, products, or equipment to detect defects or malfunctions
Financial Aid Processor
Henry Ford Community College, Dearborn, MI 05/2008 – 10/2010
Responsible for electronically processing a high volume of Title IV awards including loans and grants in addition to reviewing and processing scholarships
Communicated with and supporting the campus Financial Aid staff with policy and procedures
Processed Pell Grant payments and Institutional Scholarships, while resolving applicable errors and assisting in the research of client concerns
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