Customer Service Quality Assurance

Milka Jimena Vega Camacho

410-***-**** • Nottingham, MD • ************@*****.***

EDUCATION

Miami Palmetto Senior High School, Pinecrest, FL JUNE 1995 Photography / Miami Palmetto Senior High School Pinecrest, FL JUNE 1995 Flight Attendant: Centro Educativo Integral Lloyd Aereo DEC 1996 Boliviano / Cochabamba, Departamento del Beni

DATS Dental Assistant Training Schools, Westminster Md DEC 2015 Radiology Board license(DANB.ORG) DEC 2015

Certification, Red Cross Adult CPR DEC 2015

TTT Facilitator Training (E-ZPASS ) JAN 2020

RELEVANT EXPERIENCE

Server,Hostess, Bar, Cashier /El Salto Mexican Restaurant, Perryhall, MD August 2022 – Present

● Greet guests and seat them at tables or in waiting areas.

● Provide guests with menus.

● Speak with patrons to ensure satisfaction with food and service, to respond to complaints, or to make conversation.

● Distribute food to waiters and waitresses to serve to customers.

● Prepare and serve a variety of beverages such as coffee, tea, and soft drinks.

● Fill beverage or ice dispensers.

● Run cash registers.

Quality Assurance Specialists -/ EZ Pass, Baltimore, MD January 2017 – October 2020

● Auditing the Call Center Customer Service Representatives.

● Auditing the Fulfillment Team.

● Auditing the Tag Room.

● TTT Facilitator Training.

● Record and evaluate incoming calls for quality assurance and training purposes.

● Internal auditing of transactional Data Collection and other clerical assignments, Evaluate and test upgrades and improvements to various data systems. Exceptional attention to detail and the ability.

● File transmission monitoring, tracking and analyze automated systems for accuracy and reliability.

● Evaluate customer requests, account openings and account maintenance for quality assurance purposes. Metric Reporting Identify Customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.

● Ensures that all established policies and procedures are adhered to Maintains and improves quality results, A thorough understanding of all E-ZPass Maryland operational guidelines

● All reports monitored, Web reports, daily received report, WIP report, daily production report, TAT by day report.

Customer Service - Bilingual / EZ Pass, Baltimore, MD January 2017 – July 2018

● Obtains client information by answering telephone calls; interviewing clients; verifying information.

● Coordinator I - Bilingual Customer Service Rep

● Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives

● Maintains and improves quality results by adhering to standards and guidelines, recommending improved procedures.

Manager (Owner) / Jehova Nissi Company, Owings Mills, MD November 2006 – November 2015

● Streamlined budgeting processes and introduced process improvements that enhanced productivity Simultaneously managed organization expenses and program costs for numerous productions and programs. with a focus on reducing negotiable expenses while gaining profitability in income areas, such as ticket Managed all aspects of contracts and production, staff, and independent contractor payroll.

● Schedule guest appointments.

● Maintain client databases.

● Perform accounting duties, such as recording daily cash flow, preparing bank deposits, or generating financial statements.

● Sell products, services, or memberships.

● Inventory products and order new supplies.

● Schedule staff or supervise scheduling.

● Collect and deposit money into accounts, disburse funds from cash accounts to pay bills or invoices, keep records of collections and disbursements, and ensure accounts are balanced.

● Set up and manage the filing system, both paper or electronic; Assistant Manager / S.A.S Shoes, Fairfax, VA April 2003 – March 2004

● Coordinating store operations

● Assisting the Store Manager in organizing, planning and implementing strategy.

● Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals.

● Collect and deposit money into accounts, disburse funds from cash accounts to pay bills or invoices, keep records of collections and disbursements, and ensure accounts are balanced.

● Set up and manage the filing system, both paper or electronic;

● Manage office equipment, such as fax machines, copiers, or phone systems and arrange for repairs when equipment malfunctions.

● Monitoring inventory and ordering merchandise based on demand. Flight Attendant / Lloyd Aereo Boliviano, Santa Cruz, Bolivia January 1997 – December 2002

● Verify that first aid kits and other emergency equipment, including fire extinguishers and oxygen bottles, are in working order.

● Direct and assist passengers in emergency procedures, such as evacuating a plane following an emergency landing.

● Administer first aid to passengers in distress.

● Announce and demonstrate safety and emergency procedures, such as the use of oxygen masks, seat belts, and life jackets.

● Prepare passengers and aircraft for landing, following procedures.

● Walk aisles of planes to verify that passengers have complied with federal regulations prior to takeoffs and landings.

● Attend preflight briefings concerning weather, altitudes, routes, emergency procedures, crew coordination, lengths of flights, food and beverage services offered, and numbers of passengers.

● Announce flight delays and descent preparations.

● Determine special assistance needs of passengers such as small children, the elderly, or disabled persons.

● Answer passengers' questions about flights, aircraft, weather, travel routes and services, arrival times, or schedules.

● Prepare reports showing places of departure and destination, passenger ticket numbers, meal and beverage inventories, the conditions of cabin equipment, and any problems encountered by passengers. Hostess, Waitress, Cashier / Cafe Kolibri, Coral Gables, FL November 1994 – January 1996

● Greet guests and seat them at tables or in waiting areas.

● Provide guests with menus.

● Speak with patrons to ensure satisfaction with food and service, to respond to complaints, or to make conversation.

● Distribute food to waiters and waitresses to serve to customers.

● Prepare and serve a variety of beverages such as coffee, tea, and soft drinks.

● Fill beverage or ice dispensers.

● Run cash registers.

Skills

● Microsoft Office Suite

● Microsoft word and Excel experience.

● Excellent written and verbal communication skills.

● Foreign language (bi-lingual in Spanish)

● 4 Years of experience with customer service and call center experience.

● 2 Years Quality Assurance Specialists

● E-ZPASS TTT FACILITATOR TRAINING

● Medicine & Dentistry experience.

● Telecommunications

● Bi-lingual, who builds and leads friendly & efficient service teams.

● Capable of carrying out a given task with all details necessary to get the task done well and proficient in growing key customer relationships.

● Represent establishment with friendly, professional demeanor at all times. Goal-oriented dedicated to high levels of customer satisfaction and meeting aggressive business goals.

● Devoted to a task or purpose with loyalty or integrity, Friendly & enthusiastic.

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