Quality Assurance Customer Service
Resume:
RACHAEL ROJAS
Fort Worth, TX *****
************@*****.***
I have over 25 years in Administrative Assistance and have experience with the majority of all systems and programs. I am a fast learner. I can work with or without Supervision. Very motivated and driven.
Work Experience
Customer Advocacy / Quality Assurance
Octane - Irving, Tx
May 2023 - July 2024
Customer Advocacy. Handle and enter all customer complaints, compliments and dealer complaints. Listen to the call and ensure that the correct actions were taken to correct the issue or complaint. Keep track of call calibration meetings and quality assurance training for new hires. Quality assurance. To listen to the agents calls and score accuracy according to the score card used. To make sure that we are suggesting or coaching to improve call handling to ensure a great customer experience and effectiveness. Bank Back Office Escalations Team
Union Bank - Arlington, TX
March 2021 to November 2022
Retail Customer Service Escalations. Handle issues that the front line Agents are not able to resolve. Provide resolution and educate clients with their issues or concerns. Mandated Reporter for Elderly abuse and file Fraud Claims.
Customer Technical Support Analyst
ADT Security - Irving, TX
November 2020 to January 2021
Customer Tech Support. Assisted client with issues and troubleshooting the Alarms for both Business and Residential. Providing monitor and security and dispatched Police, Fire or Ambulance Assistance. Communicated clearly and effectively and maintained excellent customer service. Provided service and navigation to our clients via phone, email and live chat. Made closing and random PA announcements. Administrative Assistant
Burnett's Staffing - Richland Hills, TX
October 2019 to November 2020
Performed all office duties and responsibilities. Customer Service Representative. Answered multi-line phone system. Data Entry, Managed and made all traveling arrangements. Office Manager. Order all Office Supplies and Cleaning Supplies. Shipping and Receiving. Created an Inventory system and organized the Shipping, Receiving, Tracking and Ordering Parts. Education
Associate's degree in Business Management
Career Technical College-Shreveport - Shreveport, LA 2011 to 2013 General Equivalency Diploma in All
SMU College - Dallas, TX December 1996
Fluent in English and Spanish. References upon request.Res
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