Quality Assurance Customer Service
Resume:
QuaChina Lumpkin
Hickory, NC *****
****************@*****.***
Summary
Exceptionally detailed, organized and highly willing to adapt and manage multiple tasks in a professional environment. I am very motivated and flexible. I will maintain effective written and oral communication skills which results in positive outcomes and beyond satisfactory engagements within the company. I am seeking a position where my broad determination, consistent dependability and willingness to grow can be recognized and enhanced within the company.
Skills
Call center (5 years)
Customer support (8 years )
Micro Office,MacOS,AMS, Salesforce (8 years)
Quality Assurance (5 years)
Excel ( 8 years)
Technical Support (3 years )
Experience
February 2018 - August 2020
Williams-Sonoma, Inc.
Quality Assurance Team Lead
Provided administrative support for call monitoring software (add new hires; update terminations, move agents, quarterly programming changes, monthly and bi-annual audits, etc.)
Maintained daily tracking logs and ensured the QA Agents were maintaining schedules and keeping records up-to-date
Point of contact to resolve any system issues such as escalations to management, Workforce Management, and/or IT Help Desk
Identified and recommended necessary corrective action and training opportunities discovered during calibration sessions with internal clients
Assessed the accuracy, quality and other performance aspects of the Quality Assurance Agents as assigned, and administering QA Guideline policies across multiple business lines
Ensured service levels and quality standards were met and provided training and coaching to enhance QA team's evaluator performance
Analyzed high volume of data as provided by the Line of Business, summarized and made appropriate recommendations for improvement based on findings
Captured performance findings about the QA Analysts and identified trends, inconsistencies or outliers to correlate results in key metrics
Completed monthly summary reports for management review of QA and client experience trends and evaluated customer service issues to make better recommendations based on thorough analysis
Maintained customer centric approach and effectively ensured service levels were met with an emphasis on first call resolution and client self-service
Engaged management and/or peers in topical discussions about questionable customer interaction situations and made decisions about proper courses of action
Trained, developed and facilitated calibration sessions and monthly team meetings for managers and agents and fostered a positive work environment for all employees
August 2016 - February 2018
Concentrix - Norcross, GA
Quality Assurance Representative
Provided daily reports to assure agents are meeting requirements when assisting customers on the phone
Provided numerous stats with emails of improvements to agents for score cards and meeting call volumes
Monitored and screen calls for agents to provide a better customer service experience to clients via phone, email or web channels
Identified conditions from requirements and specifications
Worked with agents to ensure quality of a solution and executing responsibilities accordingly including cases, transfers, and documenting appropriately
Defined improvement plans for agents to utilize escalations and privacy policies accordingly
Worked closely with site manager to uphold and maintain quality for all agents
December 2015 - August 2016
Concentrix - Norcross, GA
Customer Service Representative II
Used proper telephone and email etiquette and techniques to answer customer calls in a timely, polite and professional manner
Worked with a high degree of accuracy while troubleshooting with customer's systems following outlined knowledge based documents
Efficiently and professionally responded to customers and management on questions pertaining to customer accounts, products used, and technical support provided to rectify the issue
Utilized established policies and procedures for services and agreements
Resolved more complex customer issues with a higher level of service to assure complete satisfaction
August 2011 - December 2015
Acceptance Now (RAC) - Atlanta, GA
Collections Specialist/Customer Service Representative
Provided the highest level of customer service through sales support and account management activities such as selling merchandise and/or services
Advised customers on merchandise price, features and/or benefits
Created 'seamless customer service' by making every effort to find merchandise for customers if an item is not in stock
Identified and communicated the customer's needs and address their questions or concerns, and assisting the individual customer in the order of the delivery for the merchandise
Assisted in executive sales program including telemarketing, handling calls and taking routine inquires
Assisted in collection activities and processes as directed such as the maintenance and daily update of customer files, including contact information, sales activities and inquiries
Assisted in retrieving merchandise from default accounts and/or processing files through legal process
Education and Training
May 2017
Woodruff Medical & Testing Tucker, GA
Data Entry Computer And Information Systems
May 2009
Faith Academy High School Conyers, GA
High School Diploma
Personal Information
Work Permit: Authorized to work in the US for any employer
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