Customer Service Quality Assurance

NEIL JOACHIM

Clarkston, GA ***** 470-***-**** *********@*****.***

Professional Summary

Experienced Customer Service call center supervising experience Including with performing detailed quality inspections and ensuring compliance with industry standards. Utilizes strong analytical skills to identify and address quality issues swiftly. Knowledge of processes and regulatory requirements essential for maintaining top-tier quality assurance. Skills

• Medical device handling

• Quality Control (QC)

• Storage, Packaging and Inventory management

• ERP and WMS Systems

• Coaching and Mentoring

• Data Entry

• Shipping and receiving

• Microsoft office and Excel Skills

• Salesforce

• Oracle

• Quality Assurance

• Analytical and Critical Thinking

Work history

Customer Relations Team Lead 09/2019 to Current

CVS Health – Remote

• Using customer relationship management software (CRM) to document customer interactions.

• Monitoring average call length and overall team volume.

• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

• Provided primary customer support to internal and external customers in face-paced environment.

• Resolved customer service issues using company processes and polices and provided updates to customers.

• Complete required forms based on call findings and communicate the results to the impacted individuals.

• Listen to call recordings and find compliance issues

• Maintained customer satisfaction with forward-thinking strategies focused on consumer needs. Field Service Representative 10/2024 to 02/2025

3M – Norcross

• Inspecting products to determine compliance with order specifications, customer requirements, and company's quality control system.

• Assuring compliance with legal requirements, and shipping and packing facilities for conformity to specified standards.

• Reduced equipment failures, conducting preventative maintenance and routine inspections.

• Collaborated with internal departments like logistics or procurement to ensure smooth coordination of spare parts deliveries or replacements.

• Improved team collaboration by sharing best practices for troubleshooting complex equipment problems.

• Delivered detailed reports on field service activities, providing insights for strategic planning. Emergency Roadside Dispatcher Team Lead 10/2019 to 04/2022 The Auto Club Group – Remote

• Effectively managed a high-volume of inbound and outbound customer calls.

• Answered a constant flow of customer calls with up to 100 calls in queue per minute.

• Defused volatile customer situations calmly and courteously.

• Accurately documented, researched, and resolved customer service issues.

• Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.

• Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership. Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.

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Machine Operator Supervisor 11/2015 to 03/2018

Suzanna's Kitchen – Stone Mountain

• Managed inventory levels effectively, resulting in reduced waste and cost savings for the company.

• Conducted regular safety audits of the workspace, identifying potential hazards promptly and taking corrective action when necessary.

• Troubleshot equipment malfunctions swiftly, minimizing interruptions to production schedules. Worked with precision tools and equipment using good judgment to prevent damage to equipment, to understand equipment operation, and to be efficient.

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• Enhanced team performance by providing ongoing training and guidance to machine operators. Education

Elizabeth Andrews High School - 1701 mountain industrial blvd 03/2015

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