Quality Assurance Customer Service

Beverly Wilpitz

619-***-**** *******.*******@*****.*** San Diego, CA

Professional Summary

Dedicated and detail-oriented Customer Experience Administrator with extensive experience in quality assurance, customer service, and operational excellence. Proven track record of driving continuous improvement initiatives, delivering actionable feedback, and fostering team growth. Skilled in utilizing Verint, CRM systems, and data analytics to monitor performance, identify trends, and implement process enhancements. Adept at building strong relationships and achieving organizational goals through effective leadership, communication, and problem-solving. Key Skills and Competencies

● Quality Assurance & Monitoring

● CRM Systems Management

● Data Analysis & Performance Reporting

● Feedback Delivery & Coaching

● Training & Development

● Process Improvement & Optimization

● Leadership & Team Collaboration

● Time Management & Organizational Skills

Professional Experience

Customer Service Representative

Rentokil

February 2022 – Present

● Serve as a Seasonal Coach, mentoring underperforming team members through weekly sessions focused on quality assurance expectations and results.

● Conduct quality monitoring by reviewing recorded customer interactions, identifying strengths, weaknesses, and areas for improvement.

● Deliver structured feedback to enhance team performance and drive continuous development.

● Maintain and update quality monitoring forms to align with evolving business objectives.

● Analyze customer service metrics, presenting data-driven insights and trend reports to leadership.

● Facilitate targeted training workshops, improving team competencies and overall service quality. Account Executive

Nguyen-Muth Insurance and Financial Services, Inc. September 2019 – October 2021

● Built and maintained strong client relationships, driving customer loyalty and satisfaction.

● Delivered personalized insurance and financial solutions, guiding clients in selecting optimal coverage.

● Managed client accounts, ensuring accurate documentation and compliance with policies.

● Identified opportunities for upselling and cross-selling, contributing to business growth.

● Collaborated with colleagues to develop innovative strategies for client acquisition and retention.

Stay-at-Home Parent

San Diego, CA

June 2010 – September 2019

● Managed household operations, including budgeting, scheduling, and organizational tasks.

● Provided primary care and educational support for children, fostering their development.

● Volunteered extensively at Sandburg Elementary School, contributing to classroom activities, fundraising initiatives, and community events.

Education

High School Diploma

Sweetwater High School

National City, CA.

Certifications

● Proficiency in Verint Quality Monitoring Systems

● Advanced Customer Service Training

Key Achievements

● Contributed to the outreach pilot program aimed at improving customer retention, aligning with organizational efforts to achieve the 85% retention goal.

● Played a pivotal role in implementing updated quality metrics, driving measurable performance improvements.

● Provided coaching and feedback that resulted in agents achieving high quality assurance ratings and being recognized as Customer Service Representatives (CSR) of the Month.

● Delivered actionable insights through data analysis, leading to improved service quality and operational efficiency.

● Mentored and developed colleagues through activities such as call listening and conducting weekly one-on-one sessions, enhancing individual and team capabilities.

● Collaborated closely with supervisors to provide support in colleague support chats, ensuring a consistent and efficient approach to issue resolution.

● Handled escalations effectively, maintaining high customer satisfaction and preserving organizational integrity.

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