Customer Service Quality Assurance

CELACE POLIARD

Atlanta, GA *****

n *************@*****.*** n 786-***-****

SUMMARY

Customer-focused professional with extensive experience in customer service, account management, and problem resolution. Skilled in handling inbound and outbound calls, account maintenance, collections, compliance, and fraud investigation. Proven ability to mitigate risk, resolve customer issues, and maintain strong client relationships while meeting organizational goals. CORE SKILLS

• Inbound & Outbound Call Management

• Collections & Account Maintenance

• Compliance & Risk Mitigation

• De-Escalation & Conflict Resolution

• Fraud Investigation & Loss Prevention

• Customer Relationship Management (CRM)

• Quality Assurance & Performance Evaluation

• Microsoft Office & Google Suite

• 70 WPM Typing Secret Clearance

EXPERIENCE

Global Payments – Atlanta, GA

Customer Service Representative 08/2023 – Present

• Manage inbound/outbound calls related to account inquiries, maintenance, and collections.

• Investigate fraudulent activities, mitigating loss exposure through account analysis.

• Ensure compliance with company policies and call models, maintaining accurate documentation.

• Deliver customer-oriented service, resolving issues effectively and maintaining client satisfaction.

• Reconciled bank accounts daily, ensuring accurate records and compliance. Best Buy – Atlanta, GA

Technical Support Representative 01/2017 – 06/2023

• Handled high-volume customer inquiries through phone, email, and live chat.

• Resolved disputes and customer complaints, reducing escalation by 53% and improving satisfaction rates by 75%.

• Guided customers through account troubleshooting with a 98% resolution rate.

• Maintained consistent follow-up to ensure issues were fully resolved, aligning with quality and compliance standards.

Sun Life Stadium – Miami, FL

Data Entry / Customer Support 03/2014 – 01/2017

• Processed and verified customer account data, identifying and correcting inaccuracies.

• Handled customer calls/emails, ensuring proper documentation and compliance with guidelines.

• Assisted policyholders with claims, asset recovery, and account updates.

• Supported internal teams with account documentation and reporting. EDUCATION

Michael Krop Senior High School High School Diploma

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