QA Associate, QA Trainer, Call center trainer, Remote positions desir
Resume:
Andrea Jackson
NJ *****
******************@*****.***
EXPERIENCE
April 2019 to September 2020:
ATT Pre- Qualification Manager:
Audit and approve all AT&T Business Sales Transactions to ensure projects are handled end to end efficiently.
Facilitated client meetings and did presentations that addressed business needs.
Review all presidential escalations and provided results that accurately addressed the client’s issues.
Conduct refresher training for the sales team on identified downward trends.
AT&T Project Manager
January 2015 to April 2019
Provides direct Customer support which includes Data gathering, Order Transactions, Coordinating and scheduling New Circuit Provisioning and DID moves.
Daily interface with customer and sales channel while providing quality customer service.
ATT Service Relations Manager August 2013 to January 2015
Supported government Projects and worked directly with customer and sales channel while providing end to end project support.
AT&T Wireless Services
Vendor Quality Analyst
June 2005 – August 2013
Monitor inbound calls taken by representatives
Audit observes completed by quality analyst’s and team managers.
Provide feedback to representatives/vendor quality analyst’s and team managers regarding calls, performance and proper business etiquette.
Organized and hosted calibrations which included management, representatives and quality analysts.
Participated in dispute calibrations for the inbound center.
Developed weekly trend reports to other functional areas of the organization that assisted in improving customer satisfaction and operating efficiencies.
Fostered the client relationship by working directly with analyst and Vendor Managers to build understanding of key concepts of initiatives and provide relevant examples by conducting side by sides and focus groups on ECPV, CSP, Premier, and various other initiatives.
Provide Vendor Support while planning, launching and ramping a new Service Center to support Business Customers. Responsible for agent performance across multiple metrics and Customer Satisfaction for Mobility Care (Inquiry & Dispute, Adjustments) and Mobility Service Assurance. Define and document processes, initiate test cases to assure Operational Readiness, audit processes and agent performance and provide feedback at both an individual and vendor level for metric improvement and process compliance. Responsible for support of Partner Agents who perform Billing Inquiry and Disputes and Tier 1 Service Assurance functions by guiding them through process issues and interfacing with Customers and Account teams.
AT&T Wireless Services September11, 1999 – June 2002
Customer Care Specialist
Provides direct Customer support in a call center environment.
AT&T Wireless Services
Billing Dispute Agent.
June 2002 -June 2005
Resolved billing inquiries and provided save options and contract extensions.
Also worked on several pilot programs in the wireless organization that improved
Certifications & achievements
Green Belt Certified
Meditech Trained
Proficient in Microsoft Suite
Knowledge of US and global GMP Standards and FDA guidelines
Circle of Excellence Award
Project Management Certification
AT&T Management Training Series
20 Year Track Record of client satisfaction within AT&T.
Ambitious and result driven with many years of diverse customer related and
Sales experience. Enthusiastic individual with strong technical and analytical skills proficient in Six Sigma Skills
Highly motivated, creative thinker with strong interpersonal and leadership skills committed to professional and personal growth.
Andrea Jackson
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