Quality Assurance Customer Service
Resume:
Contact
***********@*****.***
www.linkedin.com/in/donna-
watson-59b985150 (LinkedIn)
Top Skills
Call Center Administration
Data Analysis
Customer Relationship Management
(CRM)
Donna Watson
Gig Product Specialist, Team Lead/Quality Assurance Analyst Lenoir, North Carolina, United States
Summary
I have over 30 years experience in quality assurance and customer service. My quality assurance experience started in the aerospace field with confirming that aircraft specs and standards were in compliance and then advancing into aviation Administration Assistant. I provided complete and concise aircraft records for both US military and FAA required usage reports in addition to quality assurance, budgeting, maintenance tracking and general administrative responsibilities.
My experience in customer service includes customer complaints, customer satisfaction and customer retention.
Accomplishments:
Ensuring agents are meeting performance and adherence guidelines.
Perform bi-monthly QAs and provide one on one coaching sessions on each agent as needed.
Train agents on company systems, best practices and protocols. Perform daily call, account, or transaction reviews to measure compliance with company/client policies, procedures, workflow and to ensure that all accounts are worked towards an appropriate resolution.
Use quality monitoring data management system to compile and monitor performance levels.
Prepare monthly narratives for management including gaps in service level goals, and training recommendations. Provide coaching to agents on performance and ability to meet quality standards.
Identify and document concerns with agent’s performance and report recommendations to management.
Report compliance risks to supervisor for further review and evaluation.
Maintain relationships with management to ensure fast response to employee issues and client changes.
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Present and/or assist with one (1) knowledge bar/ training session per week.
Perform regular agent observations and provide documented summary including any applicable training recommendations. Ensure agent inquiries and concerns are responded to in a timely manner.
Experience
Omni Interactions
Quality Assurance Analyst/Team Lead
November 2020 - Present (4 years 3 months)
*Monitored QA procedures for adherence by agents, notifying personnel of non-compliance issues.
*Trained agents on systems, best practices and protocols.
*Consulted with account managers and agents to educate on QA standards.
*Collaborated with management to discuss effective plans for resolving major quality problems.
*Secured positive customer experiences while executing effective quality assurance practices.
*Evaluated agent job performance and motivated agents to improve productivity.
*Maintained knowledge of company products and services to promptly resolve complaints and concerns.
*Assessed agents performances by delivering one-on-one coaching to promote better service.
*Monitored phone calls to provide feedback and coaching.
*Addressed customer inquiries to increase customer satisfaction ratings.
*Generated KPI reports to track and improve metrics.
*Delivered continuous training to agents to maximize performance and customer relations skills.
*Answered inbound calls, chats and emails to facilitate customer service.
*Set up and activated customer accounts.
*Consulted with customers to resolve service and billing issues.
*De-escalated problematic concerns, maintaining calm, friendly demeanor.
*Fielded customer complaints and queries, fast-tracking them for problem resolution.
*Asked probing questions to determine service needs and accurately input information into electronic systems.
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*Made outbound calls to obtain account information.
*Exceeded company productivity standards on consistent basis. FEV Tutor
Customer Care Advocate
August 2022 - July 2023 (1 year)
Remote
Restaurant Revolution Technology
Customer Service Management
March 2015 - August 2019 (4 years 6 months)
Remote
*Learned company products and services and communicated effectively with internal and external customers regarding actual and potential sales.
*Processed credit card payments.
*Processed orders and entered into OrderOne program.
*Provided exceptional service to high volume of daily customers.
*Developed rapport with guests and assisted in generating repeat business by providing exceptional customer service.
*Operated POS terminals to input orders and calculate totals.
*Navigated job responsibilities and completed regular tasks by interacting effectively with other employees.
*Addressed complaints to kitchen staff and entered replacement items.
*Greeted customers, answered questions and recommended specials to increase profits.
*Trained new employees on restaurant procedures.
*Displayed enthusiasm and knowledge about restaurant's menu and products.
*Promoted desserts, appetizers and specialty drinks to optimize sales.
*Completed accurate and efficient data entry and database updates to support business operations.
*Reviewed and updated account information in company computer system. DoorDash
Customer Service Support Management
August 2015 - July 2017 (2 years)
Remote
*Built orders to customer specifications for multiple restaurant concepts
*Maintained confidentiality when processing customer credit card payments Postmates
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Data Entry Management
March 2015 - October 2016 (1 year 8 months)
Remote
*Created and updated all online menus for multiple restaurants served by Postmates
Green Mountain Park
Reservations Manager
March 2014 - March 2015 (1 year 1 month)
Lenoir MC
*Booked reservations for Park Guests
*Processed payments and bank deposits
*Assistant Park Manager in supply purchasing and budgets North Carolina Division of Forest Resources Aviation Division Administrative Assistant
May 2000 - August 2012 (12 years 4 months)
Hickory, North Carolina, United States
*Responsible for processing all Military and FAA aircraft usage reports
*Personal assistant to the NCFS Chief Pilot
*Reconciliation of State issued Aviation Division Procurement cards
*Balancing Aviation Chart of Accounts
*Assisted in outlining yearly operating budgets
*Responsible for aircraft parts and material purchasing
*Maintained flight records for 36 State operated aircraft
*Assisted in pulling random drug tests for all aviation personnel Organized all Division meetings
Education
Caldwell Community College and Technical Institute Business Administration and Management, General
Emergency Management Institute
FEMA IS-00700 Certification, Crisis/Emergency/Disaster Management Emergency Management Institute
FEMA IS-00800 Certification, Crisis/Emergency/Disaster Management North Carolina State University
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AS9100 Quality Certification
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