Customer Care Quality Assurance

Steven Tate

Customer Care Management Support

206-***-**** *******@*****.*** 7759 S. Peoria St, Chicago, IL 60620

Experience

OCT ‘24 – CURRENT EMPLOYER

Office Coordinator Illinois Department of Corrections, Chicago, IL

Supported sentence management operations by reviewing and verifying time-related data for accuracy and policy compliance within the Illinois Department of Corrections.

Assisted in regulating, monitoring, and processing sentence calculation data to ensure alignment with procedural standards.

Supported Quality Control efforts by reviewing documentation for discrepancies and contributing to internal compliance initiatives. Performed quality assurance checks on calls, emails, and other customer communications.

Responded to inquiries from agency officials regarding sentence structures and time computation.

Drafted and prepared professional correspondence and reports, ensuring clarity and adherence to agency guidelines.

DEC '12 - DEC '23

Customer Care Manager WatchGuard Technologies, Seattle, WA

Collaborated with leadership to define departmental goals, streamline objectives, and align team performance metrics.

Led resolution of complex, escalated customer issues with professionalism, tact, and urgency.

Ensured compliance with company policies and regulatory standards; conducted regular quality assurance reviews across multiple communication channels.

Analyzed customer feedback, performance data, and service trends to recommend and implement targeted process improvements.

Coordinated with cross-functional teams to design and refine scalable customer support systems and escalation protocols.

Supervised daily operations, conducted performance evaluations, and developed training modules to enhance team knowledge and service delivery.

Oversaw onboarding and retention efforts, optimizing recruitment, orientation, and employee engagement to reduce turnover.

Leveraged CRM systems (e.g., Salesforce) to track interactions, monitor outcomes, and generate data-driven insights.

Utilized project management and collaboration tools such as Jira and Confluence to document workflows, track issue resolution, and support cross-functional team coordination.

Built and maintained strong working relationships with internal stakeholders to support collaborative service initiatives.

Developed customer satisfaction benchmarks and conducted service audits to ensure continuous improvement.

Facilitated coaching sessions and peer mentoring to foster a growth-oriented team culture.

Played a key role in drafting standard operating procedures (SOPs) and improving documentation practices for transparency and consistency.

Feb '10 - Dec '12

Customer Care Team Lead WatchGuard Technologies, Seattle, WA

Assisted customers with product selection based on individual needs while upselling additional products or services when appropriate.

Developed strategies for improving overall customer experience and increasing sales through effective cross-selling techniques.

Trained new hires on company policies, procedures, and protocols for excellent customer service.

Collaborated closely with other departments such as IT, Sales, Marketing, and Finance to provide better customer solutions.

Demonstrated strong leadership ability by motivating team members to reach daily goals while maintaining a positive work environment.

Developed and implemented customer service policies, procedures, and standards for the team.

Provided technical support over the phone or via email, when necessary, to troubleshoot problems quickly.

Utilized customer service software to streamline processes.

Provided timely feedback and coaching to employees on their performance to improve customer satisfaction ratings.

FEB '08 - FEB '10

Customer Care Representative WatchGuard Technologies, Seattle, WA

Demonstrated strong communication skills to interact with customers via phone, email, and online chat.

Provided excellent customer service, resolving inquiries and complaints promptly.

Managed workload effectively by prioritizing tasks according to urgency or importance.

Maintained up-to-date knowledge of product information and services offered.

Provided external and internal customers with requested information.

Used computerized systems for tracking, information gathering, and troubleshooting.

Assisted customers in navigating webpages, locating products or services, or completing transactions.

Investigated complex customer inquiries utilizing multiple resources for resolution.

Followed up promptly on all unresolved cases from previous shifts.

Education:

Bachelor of Science in Health and Human Services with a minor in Psychology

Walden University, Minneapolis, Minnesota

Expected Graduation: 2028

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