Customer Service Quality Control

MICHELLE ROSA

865-***-**** **************@*****.***

SUMMARY

Personable and dedicated Customer Service Specialist with extensive experience in the business management industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Experienced in utilizing CRM software and Scheduling Software. EXPERIENCE;

10/2022 to Present

Aston Carter; Amazon

Coordinator of Administrative Services L3

• Scheduling 10,000 requests a week for interpreters around the US.

• Communicating with the vendors directly for client resolutions

• Quality Assessments over team

• Cross trained in multiple departments to know all company needs and help train new employees.

• Updated all necessary changes to system (Usked)

• Escalations

• Guided customers through troubleshooting, navigating the company website/mobile app or using digital tools

• Worked with internal teams to understand business needs and changing strategies.

• Used live chat programs to communicate within the company

• Quality Control – helped cut cost

• Prepare and submit reports that have to do with employee operations

• Take responsibility for leave requests from employees and general work timekeeping (scheduling)

• Work with the payroll unit to ensure appropriate employee payout

• Work closely with vendors to fill any existing vacancy in an appropriate way.

• Help with ad-hoc project

12/2017 to 10/2022 Customer Experience Specialist

Accenture

• Cross trained in multiple departments to know all company needs and train new employees.

• Phone transcripts for both Spanish and English line

• Quality control

• Processed customer service requests via phone support and email support

• Customized CRM using the most up-to-date tools (i.e., workflows, triggers)

• Noted customer correspondence in CRM to track requests, problems, and solutions.

• Accurately diagnosed customer needs and proactively educated them about the features and benefits of company products and services

• Guided customers through troubleshooting, navigating the company website/mobile app or using digital tools

• Audited internal data and processes to identify and manage initiatives, improving business performance.

• Recommended metrics and models based on observed trends.

• Worked with internal teams to understand business needs and changing strategies. 12/2014 to 01/2018 Customer Billing Specialist

TeamHealth

• Submit bills to clients

• Prepare, compile, and mail bills for medical services paid for by clients

• Enter data of medical visits into the system

• Respond to billing questions from both local and international customers

• Help with ad-hoc projects when assigned

• Process and keep track of incoming payments and accounts in compliance with financial procedures and policies

• Perform daily financial transactions which includes classifying, computing, posting, verifying, and recording accounts receivable data

• Prepare and send out invoice, bills, and bank deposits

• Compare billing accounts with accounts receivable ledger to ensure that all payments are properly posted and accounted for

• Verify discrepancies by clients, and resolve their billing issues

• Send bill reminders to clients regarding outstanding accounts

• Prepare reports detailing accounts receivable status. SKILLS

• Efficient and Detail-Oriented

• Email Support

• Quality Control

• Phone Transcripts

• Understanding Customer Needs

• Creative Problem Solving

• Call Documentation

• Order and Refund Processing

• Scheduling Coordinating

• Data Entry

• CRM Software

• Live Chat

• Microsoft Office

• Billing Adjustments and Refunds Review

• Data Entry

• Bilingual (Spanish/English)

• Analytics

• Quality Assurance

• Business Administration

EDUCATION AND TRAINING

GED

Marlboro Central School

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