Customer Service Quality Assurance
Resume:
I'd appreciate the opportunity to discuss my candidacy for this position. You can find my resume attach to this e-mail.
I'm looking to bring my experience in telephone systems, computer applications, experience in customer service and ability to maintain confidentiality, work collaboratively as well as independently, ability to work in a high-pressure atmosphere, and be bilingual in Spanish and English.
I'd love to find out more about this position you are looking to fill, and I would welcome the opportunity to tell you how my skills and ideas can benefit this position. I can be reached at 602-***-**** or adznzb@r.postjobfree.com.
Thanks for the consideration; I look forward to hearing from you soon!
Sincerely,
Cris Bel Castillo
Cris Castillo
Phoenix, AZ
adznzb@r.postjobfree.com
(Strong organizational and communication skills with the ability to direct multiple business affairs. I have the skills to transfer into any administrative needs with diligent attention to detail resulting in superior customer service and high levels of client satisfaction)
Skills
Business Services
People Management
Communication
Quality Assurance (QA)
Collecting Information
Computer Literacy
Data basing
Facilitation
Problem Solving
Researching
Written Communication
Call Center
Confidentiality
Microsoft Office
Multitasking
Office Administration
Phone Calls
Workforce Planning
Analytical Techniques
Critical Thinking
Leadership
Learning Quickly
Policy Procedures
Presentations
Resources
Work Instructions
Ability to multi-task in a fast-paced environment
Adaptability
Analyzing errors
Background Checks
Bilingual (English/Spanish).
Business Information
Business Partnership Formations
Cash Handling Experience
Coaching
Communication Styles
Contract Requirements
Coordinating Resources
Customer Service Management
Drawing Conclusions
Evaluating
Excellent typing, data entry skills
Financial Reporting Standards (FRS)
Financial Resources
Government Security
Internal Audit Development
Internal Audit Quality Assurance
Interviewing Skills
Management Trainings
Manage Resources
Mental Health First Aid
Operate Office Equipment
Operating Effectiveness
Pre-Employment
Problem resolution skills
Project Planning
Rate Reconciliation
Research Support
Security Clearance
Security Equipment
Security Policies
Social Work
Teamwork
Time Management Training
Training Assistance
Type 35-40 WPM
Vocational Rehabilitation
Work independently
Workplace Training
CPR certified
Finger print clearance
Notary certificate in the state of Arizona
Employment
Peckham:
Administration Support
Phoenix, AZ
March 2020- Present
Assists staff in daily schedule, communications, and planning
Pleasantly greet and assist visitors
Answer telephones and route calls correctly
Manage Service SharePoint sites and documents
Effectively manage schedules and deadlines, support and anticipate business needs of the staff
Prepare weekly and monthly government customer reports
Update call center statistic spreadsheets
Update and reconcile government travel invoice spreadsheets
Provide excellent customer service demonstrating professional, pleasant, respectful, and caring style
Assist in managing/preparing the Business Plan presentation and reporting template by scheduling the quarterly review, organizing data, and maintaining program statistics
Create, format, produce and edit correspondence and other written materials as requested
Assist with or manage special projects and escalated issues as assigned by the Site Manger
Prepare meeting agenda and maintain minutes for various Business Services meetings
Responsible for the Phoenix Petty Cash Funds; including petty cash reimbursement and travel advances. As well as reconciliation and the end of the month
Reconcile the staff’s company credit card statements
Assist with the planning and implementation of special events
Utilize a teamwork approach for all projects
Promotes Peckham’s mission, values and services to all customers and stakeholders -
Contact and/or escort appropriate personnel and vendors as needed – Daily
Sign for and route package deliveries
Distribute and collect visitor badges
Escort appropriate personnel and vendors through the contact center as needed
Order equipment and supplies, as well as receive and store supplies
Assists in maintaining organization-wide quality standards
Assists in the training of people with disabilities
Other related duties as assigned
Peckham:
Quality Assurance Monitor
Phoenix, AZ
December 2019 – March 2020
Performs call monitoring to meet monthly requirements
Completed call evaluation scorecards per contract requirements
Demonstrated expertise in CSR duties
Help Desk when needed.
Assisted in the supervisor phone line
Peckham:
Customer Service Representative
Phoenix, AZ
December 2018 – December 2019
Answer phone calls from U.S. citizens and using a computer-based knowledge system
Answer general questions about policies, practices, procedures, and other data to assist callers
State of Arizona
Program Compliance Auditor
Phoenix, AZ
November 2014- October 2016
Assist management with coaching eligibility workers with errors when completing eligibility determination
Facilitate new policy procedures for eligibility workers by doing monthly policy presentations with examples of new procedures
Create reports on eligibility representatives monitoring their error trends
State of Arizona
Program Service Evaluator III
Phoenix, AZ
March 2012- November 2014
Determine eligibility using policy procedures and guidelines for Medical, Nutrition Assistance, and Cash Assistance for families in need.
Referred customer to outside agencies for assistance
Initiated Fair Hearing request for customers on Denial of benefits
Lock File Eligibility Worker/Trusted employee to complete eligibility for state workers
Education:
High School Diploma
Contact this candidate