Customer Service Quality Assurance

LAKENYATTA

MOORERHODES

SUMMARY

SKILLS

Complaints

Customer Service

Information Technology

Management

Microsoft

Microsoft Office

Monitoring

Planning

Progress

Quality

Quality Assurance

Research

Retention

Support

Training

Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Knowledgeable and dedicated customer service professional with extensive experience in the customer service field. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

WORK EXPERIENCE

Supervisor Women's Department May 2018 – Jun 2019

Hamrick's

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

• Ensured that all cargo was handled in compliance with safety regulations

• Scheduled cargo handling shifts for team members

• Coordinated with other departments to ensure that cargo was loaded and unloaded on schedule

• Inspected cargo for damage and ensured that it was properly labeled and stored Processing orders and transactions.

• Collecting and analyzing customer feedback Handling customers complaints.

• Developed and maintained quality control procedures for the Maintained accurate records of cargo handling activities

• team

Customer Service / Support Team Feb 2015 – Oct 2017

Teleperformance USA / Bank Of America

• Retained existing clients accounts by extending high quality and efficient support service.

• Provide excellent customer service through active listening.

• Work with confidential customer information and treat it sensitively.

• Aim to resolve issues by being proactive.

• Receive customers car payment.

• Organized customer information and account data for business planning and customer service purposes

• Typed memos, correspondence, reports, and other documentation including follow up customer letters to ensure questions were addressed and assure them of accounts.

• Maintained quality control standards, seeking new ways to improve customer service

• Worked with customers in past due status to negotiate solutions

Asst.Manager Front End May 2012 – Feb 2013

Knights Inn

• Collaborated with employees and owners to ensure the delivery of efficient, high quality service.

• Enhanced the company reputation by providing exceptional customer service at an individual level.

• Provided coaching, mentoring, and consultations to staff to enhance overall development.

• Reviewed weekly inventory charts and recorded facility needs, accordingly.

• Maintained and ensure pool utilities met corporate standards and operating procedures.

• Motivated the team in a fun, fast-paced environment

• Corresponded with guests to maintain high levels of satisfaction

• Reviewed daily staff scheduling based on business demands and labor requirements

• Consistently received positive feedback from guests on performance reviews

• Implemented a training course for new associates

• Worked a flexible schedule

• Executed all daily opening and closing procedures

• Collected soiled linens and placed in the appropriate receptacles

Lead Teacher Jan 2007 – Apr 2009

La Petite Academy Inc.

• Worked with teachers to design lesson plans and coordinate activities for classes, consistently noting successful ideas and identifying areas for improvement.

• Provided one-on-one and group-based learning support to maintain student progress and development.

• Kept students on-task with proactive behavior modification and positive reinforcement strategies.

• Performed staff monitoring duties such as overseeing recess, lunch and daily student intake and dismissal

• Kept records of student progress for teachers and parents and made notes on details such as behavior, grades, comprehension and personal growth.

• Collaborated on the leadership and management of the school

• Encouraged children to be independent through positive guidance techniques

• Demonstrated excellent subject matter knowledge by attending ongoing professional development sessions to improve skills

• Supported the professional growth of colleagues by sharing materials and information and providing helpful feedback

• Maintained a safe and healthy environment to promote a positive learning space

Customer Service Advocate III Apr 2006 – Nov 2008

Palmetto GBA

• Provided prompt, accurate, thorough and courteous responses to all customer inquiries.

• Handle situations that may require adaptation of response or extensive research.

• Maintain all departmental productivity, quality, and timeliness standards.

• Follow through on complaints until resolved.

• Assist with the training of new employees and cross training of coworkers.

• Typed memos, correspondence, reports, and other documentation including follow up customer letters to ensure questions were addressed and assure them of support throughout the life of their membership

• Organized customer information and account data for business planning and customer service purposes

• Employed exceptional listening skills to determine the nature of calls in order to clearly and precisely address inquiries in a professional manner

• Maintained quality control standards, seeking new ways to improve customer service

• Submitted requests to the proper department to prevent reoccurring issues, recommending process and procedure improvements

• Managed multiple client requirements and guidelines

WNS GLOBAL SERVICES

ASSOCIATE – OP MARCH 2022 – JULY 2023

• Coordinate and Resolve medical claims.

• Documenting claims.

• Answer the telephone in a high call volume atmosphere.

• Work with confidential customer information.

• Aim to resolve issues by being proactive.

EDUCATION

Certificate: Certified Pharmacy Technician Jan 2004

Richland County Community Adult School, Columbia, South Carolina

: Criminal Justice Aug 2001

South University, Columbia, South Carolina

: Chemistry Aug 1999

Benedict College, Columbia, South Carolina

CERTIFICATIONS

• Certified Pharmacy

• Technician

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