Service Representative Customer

Janis R. Hammond

**** ******** ***, **** *****, TX 76116 ***************@*****.*** 682-***-****

Objective To obtain a position as a Customer Service Representative with a company that promotes from within.

Experience Quality Analyst

11/2018-02/2019 BroadPath Healthcare Solutions Fort Worth, TX

*In this position I was responsible for auditing calls for up to 50 Member Service agents at a time to ensure that they had the tools and resources they needed to be in HIPAA compliance when taking calls from members.

* I evaluated pre-recorded calls for each agent at least twice per week to identify their strengths and opportunities and provide them with tips and tricks to enhance their performance on the phones with our members to ensure that each member interaction was handled with integrity and professionalism.

* In this home-based position, I was flexible to the needs of the agents and the client as I provided support to them via chat, email and over the phones for coaching opportunities.

*I participated in weekly calibrations and performance enhancement sessions with the client each week to discuss the results of reports that are generated daily in regard to the member services agent’s metrics and the quality of calls that I listen to for them.

*I maintained excellent daily communication skills both verbal and written to all of my agents, co-workers and supervisors to ensure that I remained in compliance with the quality and client guidelines.

Quality Assurance Performance Facilitator

09/2013-10/2018 Arise Virtual Solutions Fort Worth, TX

*In this position I was responsible for managing up to 30 Customer Service Professionals (CSP’s) at a time to ensure that they had the tools and resources they needed to be top performers on the phones.

* I met with my CSP’s at least once per week to discuss their strengths and opportunities and provide them with tips and tricks to enhance their performance on the phones with our customers to ensure that the customer experience continues to be excellent.

* In this home-based position, I was flexible to the needs of the agents and the company as I provided support to them via chat, email and over the phones for escalated and compliment calls.

*I provided weekly huddles and performance enhancement sessions with each CSP each week to discuss the results of reports that are generated daily in regard to their metrics and quality of calls that I listen to for them.

*I maintained excellent daily communication skills both verbal and written to all of my CSP’s to ensured that they were aware that I was a resource for them in addition to the other tools and resources available on the program so that they were aware that they could contact me at any time to ensure that we were always providing a stellar experience for our customers so that we could maintain their loyal and continued business.

Customer Service Representative

04/2006-03/2009 US Cellular Corp Waukesha, WI

* Provided excellent Customer Service to numerous customers daily by

demonstrating the behaviors of the Dynamic Organization inside of a inbound call

center.

* Frequently assisted customers that encountered technical, billing, and general

issues in an effective and timely manner while providing all customers the

4.0 experience.

* Analyzed customers’ accounts to ensure that we were providing the best

Customer Service to assist our customers in enjoying and receiving the

maximum usage and satisfaction from services that we provided for all

of our customers.

* Exceeded in compliance with adherence, availability, and productivity

expectations that were set for Customer Service Representatives while remaining

flexible and open to change as it arrived.

Education 8/2003-11/2004 Indiana University Northwest Gary, IN

* Enrolled full time in effort to obtain Associates Degree in

Computer Information System.

8/2006-5/2007 Milwaukee Area Technical College Milwaukee, WI

*Enrolled part time in effort to complete my Associates Degree in

Computer Information Systems.

References References are available on request.

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