Customer Service Quality Assurance
Resume:
Tommy Rusk
***********@*****.*** **610 Jupiter Rd Apt 301
Dallas, TX 75238
PROFESSIONAL SUMMARY
I have been in customer service for over 12 years. I have been in management for 5 plus years. I have managed teams through growth and coaching in customer service and hospitality, food and beverage. I love what I do, I also have 3 plus years of remote call center experience meeting goals and metrics that promote great business results.
SKILLS
Inventory and Data management Medicare A,B C(Medicare advantage) and D
POS systems Call Handling
Safe food handling Quality Assurance
Clean and sanitize Leadership and coaching
Process payments Creative thinking
Problem-solving Teamwork
Task prioritization Prioritization
Training and development Microsoft Excel, Word, Teams,PowerPoint
Front of house operations Product promotion
EXPERIENCE
Alorica- Remote Customer Service/Quality Assurance Assosiate-focuses on ensuring customer satisfaction and operational excellence by monitoring and improving the quality of interactions and products. I conduct audits, identify areas for improvement, and work with various teams to implement quality control measures. This includes monitoring production processes, inspecting products, and providing feedback for continuous improvement.
Nov2023- Now
-Commercial, Medicare and Prescription insurance
-Billing
-Claims
-Call Handling
-Remote
-Quality
-Calibrations
-Daily, Weekly and Monthly Audits
-Excel, Verint, Teams, SharePoint, PowerPoint
-Call monitoring and Grading
-Mid-management, team building and work instructions.
-Team work and leading
Rem-X McKesson (Cover My Meds Temp)- Remote CSR Medicare
Oct 2022-October 2023 (Contract Ended)
-Inbound and outbound calls
-Process Faxes for Medication
-Medicare B and D
-Claims
-Prior Authorization
-Remote
-Sales
G-Texas Catering- Concession Manager – Winspear Opera House
Jun 2022- Oct 2023
-Manage Café
-Pos and Customer service
-Events and Sales
-Inventory
-Café cleanliness maintenance
Wolfgang Puck Catering, Café Manager - Winspear Opera House
Jan 2022- JUN 2022(Reason New Management)
-Manage Café
-Pos and Customer service
-Events and Sales
-Inventory
-Café cleanliness maintenance
Barista Shift Supervisor, Starbucks, Apr 2020 -JAN 2022
Executed established opening and closing procedures using [Software] to cross-check transactions against available cash and inventory levels, decreasing losses.
Trained and oriented new employees to cafe policies, procedures, and standards, verifying acclimation to normal and peak demands.
Provided free product samples to customers, increasing sales [Number]%. Displayed and priced snacks appropriately behind glass counters, enabling easy signage for customers.
Created and assigned work schedules to staff, distributing shift coverage to match demand.
Maintained cleanliness checklists and delegated janitorial duties to preserve cafe health standards.
Coordinated food and drink preparation and serving while maintaining cafe product quality levels.
Supervised customer transaction processing, checking accuracy to minimize delays and verified payment failures with customers to resolve pending transaction issues. Engaged customers and explained promotional and seasonal items, enabling patrons to make educated choices.
Lead Barback, Yardhouse/ Sidecar Social, Dec 2018 - Dec 2019, DALLAS, Texas
Organized liquor storeroom and took inventory to determine required purchases. Took orders from customers and punched them into Point of Sale (POS) System.
Observed bar area to restock garnish, napkins, straws, and bar snacks.
Replenished bar during service, including restocking liquor and wine and installing new beer kegs.
Cleaned counters, dishes, glassware, utensils, and floors to maintain clean, sanitary bar and storage areas.
Backed up servers with any need, including pre-bussing tables and retrieving items from kitchen.
Making cocktails and mixers
Barista, Fairmont Dallas, Oct 2016 - Oct 2018, SUPERVISOR 2017
Spoke to and interacted with new and regular customers.
Maintained clean and sanitized workstation and complied with health and safety guidelines.
Made and served specialty coffee and tea beverages.
Cleaned and restocked work and dining areas, emptying trash, and sanitizing equipment and utensils.
Barista, Starbucks, May 2015 - Oct 2016, DALLAS, Texas
Maintained clean and sanitized workstation and complied with health and safety guidelines.
Made and served specialty coffee and tea beverages. Spoke to and interacted with new and regular customers.
Learned about brewing methods, beverage blends, food preparation, and presentation techniques to improve food quality.
Barista, Tom Thumb, March 2014 - May 2015, Dallas, TX Made and served specialty coffee and tea beverages.
Spoke to and interacted with new and regular customers.
Maintained clean and sanitized workstation and complied with health and safety guidelines.
Prepared sandwiches and baked goods, ground and blended coffee beans, brewed coffee and tea, and served items to customers.
Cleaned and restocked work and dining areas, emptying trash, and sanitizing equipment and utensils.
Learned about brewing methods, beverage blends, food preparation, and presentation techniques to improve food quality.
EDUCATION
High School Diploma 2014
Lake Highlands Highschool - DALLAS, Texas GPA 3.6
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