Customer Service Quality Assurance

sarah e. lizotte

Salt Springs, Florida. *****

407-***-****• *************@*****.***

Quality Assurance/Management/Customer Service & Sales

Empathic, customer centric professional who is proficient in people skills as well as sales with an emphasis on superior customer service and educating customers to be informed buyers. Very adaptable with success in providing data driven results in a fast paced deadline driven environment.

Core Skills

Project Coordination/ Training Creation and Presentation /Stakeholder Presentations and Servicing/ Data Analysis / Root Cause Problem Solving (RCPS)/ Customer Service and Sales/ NICE Administration and Support/ Microsoft Office Suite

Professional Experience

Liberty Mutual Insurance Group – Workforce Enablement Orlando, FL 2011 – 2022

Quality Assurance Associate

Worked collaboratively and individually to evaluate interactions related to the TL (Targeted Listening) and performed individual audits on sales and customer service agents for best practice recommendations.

Served as a NICE subject matter expert (SME) for the QA team. Provided expertise and support to sales managers in Voice Analytics, Forms Designer, NICE Reporter, and Business Analyzer. Created and continually improved NICE Administration SOPs. Utilized multiple resources to develop and deliver specialized training activities to relevant parties

Performed NICE, MyConnections, and SharePoint/Jira system oversights. Communicated with key stakeholders to ensure MyConnections call library selections, requestor-submitted voice analytic categories, NICE Forms, Business Analyzer queries, and recurring NICE reports are relevant to current company initiatives. Trained and supported Sales Managers and Sales Representatives on NICE.

Identified channel trends to guide development and presentation of content for small and medium group activity sessions

Reviewed TL results to select call recordings that gave a voice to data and recommendations gathered during the TL process. Utilized Audacity to scrub and clip recordings for upload into the internal MyConnections call library

Monitored individual service and sales interactions and collaborated with Customer Service Representatives (CSRs) and Management to set individual and team goals based on monitored results, NICE Reporter trends, and ad-hock Insight Manager category analysis

Managed Targeted Listening studies, provided analysis on results, worked closely with stakeholders and staff

Prepared and conducted Quality Assurance presentations to internal and external customers based on data findings from studies

Created and presented relevant trainings to staff along with various departments in sales and customer service

Liberty Mutual Insurance Group – Sales and Service Orlando, FL

2006 - 2011

Insurance Sales Representative

Licensed 20-44 sales agent developed quotes, closed and exceeded targeted sales goals in a call center environment

Evaluated risk utilizing underwriting rules, guidelines and various computer based systems and programs in order to bind coverage and council prospects for exception customer service

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