Call Center Quality Assurance

Cynthia Thomas

Macon, GA *****

Phone: 478-***-**** *******.**********@*****.***

Professional Summary

Dedicated and accomplished Customer Service Leader with over 30 years of experience in fast

paced call center environments, including 25 years in supervisory roles within the insurance

industry. Proven ability to lead high-performing teams, enhance customer satisfaction,

streamline operations, and resolve conflicts with empathy and professionalism. Known for a

strong work ethic, consistent results, and a commitment to delivering exceptional customer

experiences.

Professional Experience

Supervisor II

GEICO – Macon, GA

May 1997 – October 2022 (Retired)

• Directed a team of 10–12 agents, achieving a 25% improvement in compliance and

accuracy through performance tracking, coaching, and quality assurance initiatives.

• Led weekly team meetings using quizzes, role-playing, and feedback to reinforce

training and policy updates.

• Analyzed call center metrics such as average handle time, customer satisfaction, and

first-call resolution to guide continuous improvement strategies.

• Utilized Verint call monitoring software to evaluate agent performance, increasing

post-training accuracy by 25%.

• Resolved escalated customer issues and team conflicts with empathy,

professionalism, and effective mediation techniques.

• Provided clear communication of billing processes, policy changes, and insurance

coverage to customers.

Core Competencies

• Call Center Operations

• Insurance Claims & Policy Support

• Quality Assurance & Compliance Conflict Resolution

• Customer Retention & Satisfaction

• Microsoft Office Suite

Education

Middle Georgia State University – Macon, GA

Associate of Science 2008

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