Data Entry Customer Service
Resume:
Kayla B. Douglas
Quality Assurance Supervisor
Northeast, Washington, D.C. 20017
*******@*****.***
Seeking to obtain a position within a company that will allow me to utilize my exceptional customer service and management skills.
Experience
WMATA / Quality Assurance Supervisor
June 2022 - PRESENT, Hyattsville, MD
●Answer customers' calls collecting all necessary information for the permissible time period from a dedicated home office with high speed internet connection.
●Thoroughly investigate customer complaints and provide corrective actions and commendations.
●Monitor agents to ensure excellent customer service is displayed throughout service
●Audit files to ensure concise and accurate documentation
●Investigate cases experiencing service issues and close cases in a timely manner to remain within compliance
●Complete data entry maintaining up to date records in customer database, making all necessary changes in status, client contact information, and all other important field entries.
MTA / Quality Assurance Specialist
April 2019 - June 2022, Baltimore, MD
●Maintain, track, trend and report recurring issues providing corrective action recommendations to compliance.
●Initiate process to follow- up any information missing.
●Establish and promote collaborative working relationships with team members.
●Prioritize tasks and meet deadlines.
●Communicate effectively with operations staff regarding scheduling or passenger issues.
●Ability to handle multiple tasks accurately and effectively.
Skills
●Remote Work
●Intermediate within Microsoft Office (Word, Excel, PowerPoint, Outlook, Teams)
●Google Suite (Docs, Sheets, Slides, etc.)
●Maintain shared documents
●Chat platforms and video conferencing to collaborate with colleagues
●Correlate with daily check ins to accomplish compliance while working off-site
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