Customer Service Call Center
Resume:
GENARINE NDILLE
**************@*****.***
Kingwood Texas, 77345
SUMMARY TEL +1-571-***-****
● Experienced Call Center Quality Analyst who exhibits a professional demeanor and excellent communication and interpersonal skills. Skilled at evaluating both verbal and written customer contact by agents while coaching them for success in executing superior service to customers. Able to rapidly gain product knowledge.
● Experienced customer service specialist with a proven ability to provide innovative client solutions across multiple disciplines spanning: sales, marketing, logistics, and account management
● Expert ability to diffuse difficult client situations to reach resolution and grow business relationships by leveraging advanced communication techniques
● Focused and determined to bring value through methodical time management, capable of successfully prioritizing competing deadline projects to ensure completion
● Proficient in: MS Office, Advanced Excel (V/H vlookup, pivot tables, Macros, VBA), Visio, SharePoint, Citrix, Oracle RightNow, Java, and CRM EDUCATION AND CERTIFICATIONS
High School Diploma
Bachelors in Social science and Anthropology (University of Yaoundé I) CORE QUALIFICATIONS
● Deliver coaching feedback to agents
● Conduct and evaluate customer feedback surveys
● Prepare management reports
● Exceptional listening and analytical skills
● Detail oriented
● Flexible
SKILLS
● Computer skills (outlook, word, power point). Communication
● Customer service Organizational
● Quality Control Leadership.
● Critical Thinking. Account management
● Interpersonal Skills Time and Priority Management PROFESSIONAL EXPERIENCE
MERCY HEALTH Houston, TX
Oct 2019 – Dec 2021
Professional Quality Analyst
● Listened to calls either recorded live or side-by-side while communicating feedback.
● Encouraged good practices and discouraged bad ones.
● Identified calls failing to meet predefined standards and identified the problem.
● Implemented agent training and coaching initiatives.
● Understood the priority of the organization and evaluated call behaviors for regulatory compliance cross-selling and adherence to policy.
● Provided customer feedback and internal compliance feedback to management.
● Reviewed provider policies, procedures and documentation standards and identify areas of improvement, during initial and re-credentialing audits
● Met and worked collaboratively with other Clinical Quality Analysts on the Provider Performance team on a regular basis
● Performed product testing, validation and packaging activities
● Interpreted the information gathered during a QOC audit to develop reports to requesting committees, with recommendations of corrective action
● Supported medical directors, product management, sales, marketing, training, implementation, account management and customer support staff
● Reviewed provider policies, procedures and documentation standards and identify areas of improvement, during initial and re - credentialing audits
● Responsible for health promotion activity plan, development and implementation
● SLA Tracking and Reporting and analysis of service delivery performance metrics
● Assist in utilizing reporting tools that track performance at a department, team and individual level to measure quality rates
● Strong expert knowledge of Microsoft Office products, including Word, Excel, PowerPoint and Microsoft Visio
● Perform ticket audits of each operations team, ensuring the proper documentation and workflow of service request per internal procedure MTN Cameroon Yaoundé, Cameroon
Feb 2014 – June2019
Quality Analyst Expert – Call center
● Assisted in the formulation of targets for individuals and teams
● Hired and trained onboard new employees
● Devised ways to optimize procedures and keep staff motivated
● Measured performance with key metrics such as call abandonment, calls waiting etc.
● Ensured adherence to policies for attendance, established procedures etc.
● Prepared monthly/annual results and performance reports
● Managed and monitored order status using Citrix and CRM
● Prepared reports and analyzed data to assist management as they determine call center goals.
● Conducted monthly calibration sessions with call center Team Leaders to develop scoring consistency and best practices
● Produced reporting based on audits and offer suggestions, job-aids, etc. for improvement
● Utilized feedback from customers to facilitate improved quality of services being provided
● Monitored and evaluate randomly selected calls to assess associates' service level standards and complete online evaluations of client calls
● Completed analysis of results to identify root causes or trends that will lead to efficiency and quality gains in the contact center
● Conducted customer interaction and ticket reviews, and complete evaluations
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