Customer Service Quality Assurance

KATHY HOLDINESS

Lauderdale, MS *****

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

SKILLS

Organization and Time Management

PPE Compliance

Excellent Communication

Clerical Support

Problem-Solving

Interpersonal Communication

Active Listening

Teamwork and Collaboration

Good Telephone Etiquette

Self-Motivated

Dependable and Responsible

Teambuilding

WORK HISTORY

11/1993 to 03/2023 Supervisor Center for Dermatology Ochsner Clinic Foundation Hospital – Meridian, MS

Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.

Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques. Executed Monthly Performance Plans with representatives to to identify production gaps.

Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.

Determined quality assurance benchmarks and set standards for improvement. Led daily team meetings to review performance, set targets and motivate staff. Evaluated data to identify trends and determine customer service needs. Resolved escalated customer issues promptly and professionally to maintain satisfaction.

EDUCATION

06/1980 High School Diploma

Meridian High School - Meridian, MS

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