Customer service, Quality Assurance

Kimberly Fontaine

**** * ********

Hopewell, Virginia 23860

********.**********@*****.***

Cell: 804-***-****

OBJECTIVE: To play an active role in the growth and profit picture quality company within a Call Center environment.

SUMMARY OF QUALIFICATIONS:- Excellent Customer Service Skills in a Call Center Environment - Over ten years’ experience in the customer service field- Over 10 years’ experience in a call center environment- Computer Savvy- Microsoft Applications, Windows and Internet- Trained in using VPN (Virtual Machine) and Avaya softphone applications- Dependable, independent, experienced in handling high call volumes - Work from home experience - Team player

Professional Experience:

Jlodge

08/2019 – 07/2020

Fort Meyers Florida

Quality Analyst

Audit recorded customer service and sales calls, take notes during the review audit, understanding and interpreting the interaction between the caller and the customer service team member, analyze sessions for adherence to policies and procedures and the use of soft skills to effectively and efficiently solve issues, completing an audit form on each interaction, Provide clear and concise written feedback on the analysis, outlining what went well, what could be improved, and coaching tips on how to improve performance. Read from written work guidelines and apply those guidelines to the audit process

Sutherland Global Services Cox Communications-

Rochester, New York

01/2013-11/2013

At Home Technical Support Representative/Call Center Representative- Work from home position- Assisted customers with their programming needs- Assisted in customer choosing the package that is right for them- Assisted with billing issues, credits, etc.- Worked with customer in upgrading packages (Up-selling)- Assisted in troubleshooting any program problems that may arise

Dominion VA Power

Richmond, Virginia

09/2001-10/2005

Customer Service Representative/Call Center Representative - Answered calls from customers inquiring about their bill, change of address, closing of accounts, transfer of account to new address. - Provided bill explanation- Set up new accounts for service - Provided emergency assistance to customers who had lost their electricity. - Searched for payments applied to customers account

General American Corporation (GAC)

Glen Allen, Va.

08/1998-09/2001

Call Center Representative/Order Entry/Team Lead- Answered calls from mortgage lenders requesting appraisals and title reports - Entered orders via email and fax - Offered (Up-selling) appraisal or title report add on's - Typed reports for lenders that verified ownership of a particular parcel of real estate- Provided guidance and direction to my teammates Education: Meadowbrook High School- Richmond, Virginia 23234 Graduated with High School Diploma in 1989(References available upon request

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