Customer Service Quality Assurance
Resume:
Lithonia, GA *****
***************@*****.***
KIRKLAND T. HARRIS
OBJECTIVE
To work in an environment that enables me to utilize my customer service experience and clerical skills, and allows me to contribute to the continued growth and success of the organization.
SKILLS & ABILITIES
MS Office Suite (Word, Excel, Outlook), in-bound call center, Siebel Case Management tool, light typing. Civet. Heavy customer contact. Strong written and oral communication skills. Database management. Strong interpersonal skills with the ability to work in an team anvironment.
EXPERIENCE
FULFILLMENT UNIT MANAGER, EBIX
7/2018-Present
Coordinate and supervise daily workflow of the team.
Schedule, coordinate and direct vendor visits.
Provide performance reviews.
Organize weekly meeting to ensure we exceeding our goals.
Approve and correct teams weekly schedule and time.
MAILROOM TEAM LEAD, EBIX
10/2016-7/2018
Coordinate daily workflow of the team.
Sort, Prep, Scan and archived incoming mail daily,
Train and supervise the team.
Prep and scan certifications via emailed.
Update new and old clients.
FILE ROOM COORDINATOR, HOUSING AUTHORITY OF DEKALB COUNTY
9/2012-3/2014
Created policies and procedures for requesting, delivering, and retrieving files;
Trained and supervised 5+ employees;
Received in-bound calls from clients inquiring about the Housing Authority of DeKalb County;
Completed weekly reports on incoming and outgoing files.
SCANNER AND MAILROOM CLERK, CVR
6/2010-6/2012
Maintained 95% quality assurance accuracy;
Trained employees and organized daily workflow;
Assisted clients with forms and answered questions about the Chicago Housing Authority program.
SCANNING CLERK, T&H CVP LLC
6/2008-5/2010
Maintained 95% quality assurance accuracy;
Trained employees and organized daily workflow;
Updated and created scanning processes for the company;
Assisted clients with forms and answered inquiries about the Chicago Housing Authority Program.
CHAC, CLERK
8/2007-5/2008
Assisted property owners with rental increase forms and the increase request process;
Approved rental amounts/increases for new and existing rental properties;
Received award for maintaining high level of quality, accuracy, and timeliness;
Assisted clients with forms and answered inquiries about the Chicago Housing Authority Program,
CUSTOMER SERVICE REPRESENTATIVE, ACCENTURE HR SERVICES
4/2003-9/2005
Assisted callers in resolving their inquires/re-routed them to the appropriate representative and educated callers by providing needed information;
Served as initial point of contact for resolving TSA client/customer inquiries related to HR policies/practices, Federal Health Benefits, Retirement and Worker’s Compensation and handled general issues;
Recorded and tracked issues – utilizing the Siebel eService Case Management Tool – from initiation through resolution;
Properly followed through to ensure client/customer cases were resolved and closed appropriately;
Contributed to process improvement initiatives.
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