Customer Service Quality Assurance
Resume:
Erin Elizabeth Doyle
A multi-skilled, hard working, flexible and adaptable team member-ready to happily fill any available position!
Cedar Rapids, IA 52404
****.*********@*****.***
SKILLS
●Masters technology & computer programs quickly
●Sensitive records handling;
●Welcoming and adapting to changes quickly, with an always growing curiosity;
●Established accuracy and quality production with various customer service and client needs;
●Thrives in deadline-driven environments; Far surpasses what modern day society deems to be proficient, cordial, and professional, in all aspects, across all cultures;
●Has an infectious knack for making a workday bright and positively boosting a team’s morale!
EXPERIENCE
PEARSON Education-Cedar Rapids, Iowa
2nd Shift Imaging "Keyer" - Data entry
MAR 2023-MAY 2023( Temp. Contract Ended/Seasonal employee)
PEARSON Education-Cedar Rapids, Iowa
2nd Shift Imaging Quality Specialist:
OCT 2022-NOV 2022(Temporary Contract Ended)
●Decipher/Edit/Correct Handwritten Data and finalize
ManPower Inc. Eldora, Iowa[Quality Products/HD Hudson Factory]
3rd Shift Line Assembler/Operator
SEPT 2021-JUNE 2022
●Operate/Start Sterling Blown Plastics Machine
●Package/Assemble/wrap/Stack Units of 1 gal and 2 gal pump sprayers
Brad's Restaurant in Wellsburg, Iowa
Fronthouse Manager/ Service Leader & Trainer/Owner
JAN 2021- AUG 2021
Sweets On Main (Ice cream parlor/Restaurant) in Traer, Iowa
Main Server Sat & Sun
JUNE 2019 – JUNE 2020 Closed due to COVID
●Provides excellent customer service
●Takes orders and delivers meals in timely manner
●Stocks all inventory before shifts end
Sunnyside Bar & Tavern- Traer, Iowa
JUL 2019-FEB 2020 Closed due to COVID
●Customer service/bartender/server
Whirlpool Corporation in Amana, Iowa
3rd shift Doorfoam Specialist
APR 2019-JUL 2019 Left due to Appendectomy
●General assembly line duties
FEBRUARY 2019: MOVED TO IOWA FROM SOUTH CAROLINA
NexusOp LLC (Subsidiary of USA ContactPoint)
Quality Assurance Team Member; Validations;
Team Member of Quality Assurance; Live Helpdesk Agent (Work at home position)
OCTOBER 2016 - JUNE 2017 (Eliminated all Remote Agents due to poor managerial issues internally)
●Data Entry
●Reviewing calls between current agents and clients to determine agents’ level of skill, and provide positive feedback as to how they can improve
●Validating an agent’s given review by our quality assurance team, to approve or reject the review as accurate
● Determining proper feedback and communications are being emitted, to ensure our call center agents’ optimum improvement and understanding.
●Creating all forms and most spreadsheets for the accurate tracking of our quality assurance team’s performance.
●Creating and implementing the use of fresh and entertaining- “scavenger hunt” like searches of our knowledge-base; An innovative way of keeping all quality assurance members current on any and all changes of center information, requiring they stay within minimum scoring requirements of these tests
●Answering any and all questions asked from “live agents” seeking assistance while on live customer calls; Subject matter expert, expected to produce set quota of responses in a given timeframe quickly (with a response time no greater than 120 second intervals)
USA ContactPoint LLC - Escalations Supervisor, Complaint Resolution (Work at home position)
JUNE 2013 - OCTOBER 2016 (Internally promoted to NexusOp LLC)
●Processes refunds for customers as well as password resets
●Resolves and de-escalates customer complaint situations
Maritz Research - Interviewer for GMCC Contract (Work at home position)
NOVEMBER 2014 - JANUARY 2015
●Survey customer satisfaction interviews for new vehicle purchases or vehicle servicing
●Had to adhere and meet required per hour call quantities
Active Network Inc / LLC - Advantage Billing & Reservation Agent(Work at home position)
FEBRUARY 2014 - MAY 2014 & JULY 2013 - SEPTEMBER 2013
●Provide and process refunds for customers and update customer information upon request
●Answer inbound calls and complete camping reservations for website Recreation.gov (NRRS); offered returning position after season’s end
EDUCATION
Allen School Online -Medical Insurance Billing and Coding Certification
AUGUST 2011 - JUNE 2012
Benton Community High School: Van Horne, Iowa -Diploma 2006
AWARDS/ACHIEVEMENTS
HEALTH OCCUPATIONS STUDENTS OF AMERICA Member, (2005-2006)
Won 2nd Place Silver medal for Medical Terminology Spelling Bee
**Work references readily available upon request**
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