Quality Assurance Service Representative

Jenny Catanzaro

COMMUNITY SPECIALIST

Winston-Salem, NC 27127 336-***-**** *********.*****@*****.*** Objective

Seeking a challenging and rewarding Community Specialist position within a community- focused organization, where dedication to exceeding expectations and fostering customer and community loyalty will be an asset.

Experience

Customer Service Representative 2016 – 2022

Vocational Staffing Services, Philadelphia, PA

• Served as a primary point of contact for customer inquiries via phone, email, and chat, resolving issues and providing comprehensive support while adhering to quality assurance standards.

• Consistently exceeded customer satisfaction targets, evidenced by positive feedback and internal quality audits focused on accuracy, efficiency, and empathy.

• Actively participated in quality assurance initiatives, including call monitoring, feedback sessions, and process improvement recommendations to enhance the overall customer experience.

• Documented all customer interactions and resolutions accurately and efficiently in CRM systems, ensuring data integrity for quality review and future reference.

• Collaborated with internal teams to address complex customer issues, providing clear and concise information while maintaining a focus on quality and customer advocacy.

• Proactively identified and reported trends in customer feedback and potential areas for service improvement to management, contributing to enhanced quality protocols.

Certified Peer Specialist John F. Kennedy Behavioral Health Center 2016-2017

• Provided peer support services to individuals with mental health and/ or substance use challenges, using personal lived experience to promote hope and recovery.

• Facilitated invidual and group peer support sesssions, helping clients develop coping strategies, self-advocacy skills, and wellness recovery actions plans (WRAP).

• Documented client interactions in accordance with organizational and regulatory standards while maintaining confidentiality and ethical boundaries. Private Childcare In-Home 2007-2014

• Provided personalized and attentive care for two (2) children aged five and fourteen in a home setting.

• Developed and maintained a consistent daily routine, including age- appropriate activities, meals, and rest periods.

• Planned and engaged children in enriching activities such as arts and crafts, reading, outdoor play, and educational games.

• Prepared nutritious meals and snacks according to dietary guidelines and any specific needs.

• Maintained a safe, clean, and organized home environment for the children.

• Communicated regularly with parents regarding the children's well- being, development, and any relevant information.

• Responsible for transporting children to and from activities or appointments as needed [If applicable].

Education

Community College of Philadelphia 2010

Certificate of Medical Insurance Billing

University of Potsdam, NY 1997

Major: Sociology` Minor: Psychology

Skills & abilities

• Active Listening: Fully concentrating on and understanding customer inquiries and concerns.

• Verbal Communication: Clearly and concisely conveying information over the phone, in person, and through other verbal channels.

• Written Communication: Crafting clear, concise, and professional emails, chat responses, and other written correspondence.

• Interpersonal Skills: Building rapport, establishing trust, and interacting positively with customers.

• Empathy: Understanding and sharing the feelings of customers, especially when they are frustrated or upset.

• Patience: Remaining calm and understanding when dealing with challenging or demanding customers.

• Problem-Solving & Resolution Skills:

• Issue Resolution: Identifying and effectively resolving customer problems and complaints.

• Critical Thinking: Analyzing situations, evaluating options, and making sound decisions.

• Resourcefulness: Finding information and solutions using available tools and resources.

• Decision-Making: Making timely and appropriate decisions within established guidelines.

• Conflict Resolution: Effectively mediating and resolving disagreements or disputes with customers.

Certifications: Mental Health First Aid Philidelphia, PA 10/13/2013

• Peer Support Specialist 03/2014

• WRAP Seminar 1 Philadelphia, PA 03/2014

• WRAP Seminar II Philidelphia, PA

• CPS Volunteer United Peers Philadelphia, PA 06/20/2014

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