Customer Service Quality Assurance
Resume:
Mary Jo McMullen
Blakely, GA 39823
***************@*****.***
EXPERIENCE
White Oak Pastures, Bluffton GA— Customer Service Supervisor
July 2022 – Present
Managed a team of 2-3 customer service representatives, providing guidance and support to ensure high-quality customer interactions
Collaborated with cross-functional teams to identify process improvements and implement solutions that enhanced the overall customer experience
Monitored incoming calls and conducted regular quality assurance checks to ensure adherence to company policies and procedures
Created comprehensive training materials for new hires, ensuring consistent onboarding processes across the department
Resolved escalated customer issues promptly and effectively, maintaining a high level of professionalism at all times
Analyzed data from customer feedback surveys to identify trends and areas for improvement within the customer service department
Developed strategies for handling difficult customers or challenging situations, resulting in a decrease in escalations to management
Maintained up-to-date knowledge of product offerings, pricing information, promotions, and company policies to provide accurate information to customers
Conducted regular performance evaluations for team members based on established criteria, providing constructive feedback for growth opportunities
Collaborated with other supervisors on scheduling optimization efforts that ensured adequate coverage during peak hours while minimizing overtime costs
Coordinated with IT department on system enhancements or technical issues impacting customer service operations
Managed customer escalations by providing timely resolution and ensuring customer satisfaction
Implemented a knowledge base system for agents to access frequently asked questions, reducing call handling time.
Collaborated with the marketing team on initiatives to improve brand perception through exceptional customer service experiences
Mentored and coached team members to enhance their skills, performance, and career development opportunities
Conducted regular team meetings to communicate updates, share best practices, and foster a collaborative work environment
Monitored call recordings for quality assurance purposes, providing feedback and coaching as needed
Investigated complex customer issues or complaints, working closely with other departments to find appropriate resolutions
Served as a point of contact for VIP customers or high-value accounts, ensuring personalized attention and prompt issue resolution
Cultivated positive relationships with key clients through proactive communication and problem-solving
Identified opportunities for process automation within the customer service workflow that resulted in improved efficiency
Educated customers on self-service options available through online portals or mobile applications
Georgia Farm Bureau, Newton, GA — Customer Service Supervisor
May 2015– June 2019
Provided exceptional customer service and problem solving to all inbound and outbound calls.
Learned and strived to gain new knowledge about product and service changes.
Resolved customer service and billing complaints, recording details in system.
Completed contract forms, prepared address changes, documented billing information, etc.
Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
Built rapport with customers through active listening, empathy, and personalized interactions
Assisted customers in navigating company website, troubleshooting technical issues, and placing orders online
Participated in regular training sessions to stay updated on product features, policies, procedures, and industry trends
Handled billing inquiries including payment processing, refunds, adjustments, and account updates accurately and efficiently
4th Out Bar and Grill, Blakely GA— Server
2012-2014
Provided excellent customer service
Kept restaurant clean and sanitary
Provided exceptional customer service by promptly greeting and seating guests, taking accurate orders, and delivering food and beverages in a timely manner
Demonstrated extensive knowledge of menu items, including daily specials, ingredients, and preparation methods to assist customers with their selections
Effectively communicated with kitchen staff to ensure accurate order preparation and timely delivery of meals to tables
Managed multiple tables simultaneously during peak hours while maintaining attention to detail and providing personalized service
Collaborated with team members to create a positive dining experience for guests by assisting with table setup, refilling drinks, clearing plates, and resetting tables
Handled cash transactions accurately using point-of-sale systems while adhering to company policies on cash handling procedures
Resolved guest complaints or concerns promptly and professionally, ensuring customer satisfaction at all times
Maintained cleanliness of work areas including dining room floors, tables, chairs, utensils, glassware, etc
EDUCATION
Georgia Southern University, Statesboro GA — Bachelor's of Arts
August 2005-May 2010
Geography
Student Leader
Early County High, Blakely GA— High School Diploma
July 2001-May 2005
Student Leader
Who's Who Among America's High School Students
Debate Team Leader
Show Choir
References
Jenni and Will Harris, White Oak Pastures
Bluffton, GA
Chris Cowart, First State Bank Arlington
SKILLS
Excellent written and spoken English skills
Skilled at conflict resolution
Quick thinker and decision maker
Works very well with others
LANGUAGES
Beginner Spanish
Beginner German
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