Customer Service Quality Assurance

Barbara Renner

*** ***** ****** ****** **********, OH 44641

330-***-**** ***********@*****.***

CREATE CUSTOMER-FOCUSED CULTURE THROUGH EFFECTIVE COMMUNICATION, QUALITY ASSURANCE, AND SUPPORT Career Summary

Administrative professional with 20+ years of combined experience in customer service and supervisory roles. Maintain a professional demeanor in all communications and operations, resulting in improved customer retention. Provide reliable support in identifying customer needs and delivering solutions. Additionally, boost employee morale and supervise teams, leading to improved efficiency.

Clerical Support/Reception Supervision Team Management Communication Supply Chain Inventory Management Customer Service Problem Solving Supervision Team Management Leadership File/Account Management Conflict Resolution Data Entry Quality Assurance (QA) Payment Processing Client Relationship Management (CRM) Continuous Improvement SAP IC Web MAX ACI Payment System HIGHLIGHTS

Ran Target inventories (up to $2MM) including oversight of 50 RGIS/WIS employees and 50 Target team members.

Earned placement as one of the top performers at First Energy, with nearly 100 calls per day. Professional Experience

First Energy/Ever Staff Akron, OH July 2023 – Present Customer Service Representative (First Energy)

• Hired on full-time March 2024 after bringing meaningful contributions as a temporary employee.

• Respond to roughly 100 inbound phone calls daily resolving customer inquiries, maintaining 99% first-call resolution rate—with call handling time at less than five minutes per call.

• Meet or exceed department targets for key performance indicators (KPIs), including average handle time (<5 minutes), average call wait, and de-escalating angry callers as needed.

• Process up to $1,500 in daily payments for residential and commercial customers in CRM.

• Serve as one of 150 operators (out of 500) trained to dispatch 911 calls for emergency shutoffs, maintaining compliance with regulatory agencies.

• Manage 1,000+ accounts with clear note documentation of calls and accurate payment posting.

• Reduced team errors when setting up service at locations by improving move-in process for entire company and the way it is trained.

Customer Service Representative (First Energy through Ever Staff)

• Answered 60-70 calls per day with professionalism, assisting business partners with move in/move outs to start and stop utility service; applied adjustments to accounts as needed. Kimble Companies Dover, OH August 2022 – June 2023 Customer Service Representative

• Processed payments each month as well as set up start/stop service for customer base of 500+.

• Resolved issues with any customer concerns while maintaining 90% customer retention rate.

• Met customer satisfaction goals with 95% satisfaction rate by ensuring that issues were resolved the first time they called—and by preventing issues in the first place when possible. Barbara Renner

236 South Marion Avenue Louisville, OH 44641

330-***-**** ***********@*****.***

RGIS Akron Akron, OH July 2012 – May 2023

Inventory Supervisor

• Supervised team up to 100 in tracking multi-million-dollar inventories across hundreds of stores/warehouses across AZ, OH, and PA.

• Entrusted to run most of the large inventories, including America’s Best and Fortune 500 companies such as Target.

• Scheduled 5-7 pre-inventory visit appointments weekly to prepare stores for inventory process.

• Interviewed, hired, and trained 10-20 new Inventory Specialists monthly.

• Input inventory data using 10-key-touch operation, with 99% accuracy rate.

• Communicated with customers and store personnel, tracking inventory using RM1s and RM2s to collect information and bar codes.

• Planned, organized, and led monthly employee meetings regarding inventory procedures. Education

• Associate of Science (A.S.) Psychology Kent State University at Stark North Canton, OH o Minor: Science

Community Involvement

• Volunteer Stark County Food Bank 2024 – 2025

• Women’s Ministry Director The Church of Canton 2024 – Present o SERVICE: Welcome new visitors and organize women’s ministry schedule. o EVENT MANAGEMENT: Coordinate events with women’s group, while continuing to be responsive to any questions.

o ENGAGEMENT: Attend meetings with staff members to promote the ministry and further engagement efforts.

o INITIATIVE: Developed initiative to mail cards to members on their birthdays and anniversaries.

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