Call Center Quality Assurance
Resume:
Susan Martin Price
Pensacola, FL *****
***************@*****.***
Professional Summary
Diligent Quality Assurance Supervisor with 15+ years of experience in customer service and operations management within the hospitality and public service sectors. Proven track record in training and supervising teams, resolving complex guest issues, and enhancing service quality. Adept at utilizing data analysis to improve operational efficiency and ensure compliance with policies. Committed to fostering a collaborative work environment and driving team success. Authorized to work in the US for any employer
Work Experience
Quality Assurance Supervisor and Trainer
Brett Robinson Vacation Rentals-Gulf Shores, AL
May 2023 to Present
• Handle all guest reservations and respond to guests to follow up on their complaints. This includes reviewing recorded telephone calls to understand what was communicated by the guests and the agent to resolve the issue.
• Train all call center agents and re-train as necessary for any agent.
• Receive AI transcripts with potential problems and review calls to evaluate.
• Take care of Expired Hold reservations and ensure staff has canceled if not paid by due date. Answer directly to the Call Center Director and Assistant Manager.
• Take calls from guests that have problems that cannot be resolved by the agent.
• Call guests that owe money to the company and collect the money that is owed or cancel the reservation if they don't meet their deadline.
Reservation Supervisor
Brett Robinson Vacation Rentals-Gulf Shores, AL
December 2021 to July 2023
Promoted to Reservation Supervisor on 12/7/21. Establish great working relationships with agents, reservation guest and owners. Work with owners to create reservations for them and their guest. Transfer monies from one reservation to another, refund reservation monies, if applicable, and accept payment for vacations.
Take calls from guests that have problems. I determine how to resolve the issue and determine any credits or adjustments to the guest reservation.
Run reports for Call Center Manager for failed payments and contact guest to receive payment, run reports for reservations on Hold and complete other reports as requested by the Call Center Manager. Reservation Agent
Brett Robinson Vacation Rentals-Gulf Shores, AL
January 2021 to December 2021
• Answer incoming telephone calls in call center
• Book new reservations in computer and take payments from guests and post in computer program.
• Assist customers with questions regarding their existing reservations.
• Make changes to confirmed reservations at guest request
• Explain check in/check out process and any other questions guest have.
• Demonstrate great customer service through all calls and processes. Concierge Marketing
Wyndham Destinations-Branson, MO
March 2019 to January 2020
for three Wyndham Destination resorts in the Branson, MO area.
• Great communication skills and public speaking to large groups
• Greet guests and answer questions regarding ticket sales and sites to tour in Branson and the surrounding area.
• Complete ticket sales by booking dates and times, reserving guest seats at theatres, issuing vouchers for attendance at theaters, and providing vouchers and receipts to guests through the "Clover" credit/ cash machine
• Book on-site shows for guests.
• Be accountable for cash and credit ticket sales daily. Run reports to balance sales.
• Make nightly deposits for cash and credit card sales. Audited by the auditor nightly.
• Be presentable in dress and attitude to give the guest the best impression of the company and the best possible service.
• Knowledgeable of the Branson area to give guests directions to theatres and attractions.
• Make daily phone calls to guests arriving within two weeks to provide information about theatres and shows available in the area. Read from script provided by management with information to be provided.
• Check in all guests attending Party Weekend and Corporate Tours booked through Wyndham Destinations Corporate Office in Orlando. Provide tour times for property and answer questions they may have.
Office Manager
John Brodnax, LLC-Monroe, LA
April 2018 to January 2019
for John Brodnax, car wholesaler.
• Greet customers, visitors, answer phone, make out-going calls for auto business.
• Pay for vehicles purchased and complete booking sheet for new inventory
• Complete paperwork for sales of vehicles to dealerships
• Post the invoices for repairs to appropriate vehicle in computer program and match invoices to vehicles and pay for repairs or expenses.
• Complete weekly payroll and pay weekly business expenses.
• Complete tax payments timely.
• Deposit money for car sales in appropriate accounts.
• Quit to move to Branson, MO for full-time work with Wyndham Destinations in Branson, MO Associate Banker
Origin Bank-Ruston, LA
September 2017 to December 2017
• Trained as a part-time associate banker for Origin Bank.
• Transferred to Ruston Operations Center to work as Quality Control Reviewer for loans and mortgages.
• Served as back-up to Call Center Customer Specialist operator/receptionist for lunch and when she was on FMLA.
• This was a temporary and part-time position to help the mortgage department to catch up with their backlog of work.
• Reviewed work that had been scanned in to make sure all pages of documents were there and were readable.
Adult Education Instructor and Team Teacher
Louisiana Delta Community College-Delta, LA
September 2015 to July 2016
Taught adult education and a team teacher with the Certified Nurse Assistant and Certification for Manufacturing Instructors.
• Introduce and incorporate any educational component that corresponded with the daily content instruction.
• Assist students in enrolling in the adult education. Assist students with registering for HISET test.
• Tutor students in any education area that they were low in so that they could bring their scores up to the acceptable level for adult education testing.
• Arrange field trips to manufacturing plants for students.
• Provide students with release paperwork to ride in the college's vans on trips. Keep up with all releases for each semester and maintain case files for each student.
• Enter student attendance and test scores on a daily basis.
• Make sure that students are attending class as scheduled. Follow up on any absences.
• Resigned from this job on July 7, 2016 to provide full time care for my husband at home while he recovered from abdominal aorta aneurysm surgery. My husband passed away on July 15, 2016. Program Consultant
Louisiana Department of Family Services-Monroe, LA July 2012 to April 2015
Use public speaking skills to train all parish and regional staff on policies related to Supplemental Nutrition Assistance Program and Child Care Program. Also, train staff in parish offices or regional office on corrective action of particular policies.
• Train staff yearly in Monroe Region as well as any other Region on the Disaster SNAP Program for issuance of Food Stamp benefits for hurricanes or natural disasters, such as flooding or tornadoes. Travel to disaster zones and be the on-site SNAP specialists for clearances for Food Stamp policy. Be available for problems and explain reasons for rejections or request for information for applicants.
• Review 120 case records per quarter for any errors. Make recommendations to correct these errors to supervisor and Parish Manager. Submit written report for cases with errors and those without errors.
• Travel to all parish offices once a week. Visit with the Manager, Supervisors and staff to answer questions. Review case files while in the local office. Review scheduled appointments for redeterminations and applications. Document review of case review in case record or electronic case record.
• Complete monthly reports and submit travel claims to State Office.
• Worked from home independently with supervision from State Office in Baton Rouge. Respond to inquiries from supervisor by phone if immediate attention needed. Respond to other inquires through email or messenger.
• Served as a HUB Operations Manager for 15 months for a new component of the DCFS CAFE computer system. Hired 14 employees for the work group. We wrote instructions to the computer program and then tested situations that were given to us. We noted any problems we found with the system and reported these daily to our office in Baton Rouge, LA. As problems were fixed, we would put the script back through the test situation to make sure it worked. Served as call center support for staff in the field as they entered phase 4 of the CAFE program. Answered calls, trouble shoot problems and resolve issues. Forward up to second level any problems that could not be resolved.
• Retired from State of Louisiana Employment April, 2015 with 32 years service. Parish Operations Manager
Louisiana Department of Family Services-WINN PARISH, LASALLE PARISH, RAPIDES PARISH May 1994 to July 2012
Evaluate the work of staff to ensure that programs are administered properly and that resources are used effectively.Complete second level case readings as required per policy to make sure all cases are being read correctly and errors are being discovered by supervisors. File records when returned.
• Recruit, interview, and hire new employees. Refer to Civil Service Testing any persons that did not have test scores. Provide and arrange any training needed for the new employee to being work. Complete performance evaluations for all employees under my direct supervision. Review and give input to all supervisors for all performance evaluations for their employees as a second level review. Explain all wages scales, benefits that employee was eligible for and explain retirement system employee would participate in. I have 18 years of experience in this area.
• Maintain lease for buildings, furniture and equipment. Negotiate new leases at the end of term or if improvement/changes are needed. Review with architect and construction staff any changes and improvements to building and oversee project to completion. Lease terms are for 5 years with 5 year option. Received bids for any building repairs and submitted for review.
• Arranged for bids for cleaning of building by cleaning services. Had the on sight responsibility for making sure building was cleaned according to the contracted requirements, Address issues with cleaning of building with the other and director of the cleaning staff. Provide letter to owner about requirements that weren't being met and give deadline for these requirements to me be met. Provide letter of termination of services when the cleaning staff contracted could not meet the requirements of the contract. Arrange for more bids for building cleaning service.
• State owned building I had to contact local contractors and get 3 bids on services over $1000. Contact contractors for services to make repairs to the building and make sure they were able to report to the job in a timely manner. Provide approval of bills and authorize payment for all completed repair services.
• Meet with local officials at Police Jury, Sheriff's Office and Homeland Security to prepare a site for Disaster Food Stamps that had plenty of space for applicants, parking and National Guard team and Security for site. Arrange for equipment and furniture to be located and delivered to the site such as chairs, tables, copy machines, and office supplies.
• Attend daily Homeland Security Meetings with other community partners to update parish leaders on Disaster site and number of applicants in parish.
• Sign up volunteers and staff for all training programs for new policy or corrective action.
• Establish and maintain relationships with other agencies and organizations in community to meet community needs.
• Worked with local employers to develop job work sites to develop training for the welfare clients so they may find jobs based on their training. Continually monitor the sites weekly with the supervisor and the case managers to insure there are no problems and that no additional are needed for the client from our office.
• Direct activities of professional and technical staff members and volunteers.
• Monitor applications and reviews of cases on the scheduling system used by the Agency. Ensure that all appointments are entered timely for cases. Assist with appointment scheduling if staff were out of the office.
• Plan and administer yearly budget for local office. Submit quarterly budget reports with expenses and anticipated expenses to the end of the budget year. Report any surplus monies. Monitor budget so that office would not go over allowed monies.
• Prepare yearly budget and submit for approval.
• Participate in the determination of organizational policies regarding such issues as participant eligibility, program requirements, and program benefits.
• Prepare and maintain records and reports, such as personnel records, safety training and policy training.
• Implement and evaluate staff yearly. Review each evaluation in the office with the supervisor prior to it being reviewed with the employee. Review evaluations of supervisors with my Area Manager and present evaluations to the supervisors.
• Represent the Agency in relations with governmental institutions, private employers, local school boards and community organizations.
• Speak to community groups to explain and interpret agency purposes, programs, and policies .Attend community meetings as requested to explain program information or needs. Family Support, Case Manager
Louisiana Department-Ferriday, LA
October 1992 to May 1994
Work individually with all Project Independence/Find Work participants in assigned parish offices. Schedule and mail appointments for clients.
• Contact local employers and work on agreements to provide job training for the participants.
• Arrange for drug screenings, if needed.
• Provide safety training for all participants.
• Work with the client to provide clothes needed for their job site.
• Arrange for attendance at adult education classes for those students that did not have a high school diploma.
• Provide or arrange transportation to the participants to their work activity or school.
• Arrange child care for participant's children under 13 years old.
• Authorize payments for clothing, glasses, car repair and child care.
• Ensure that participants attended their job training by monitoring weekly attendance.
• Document all case activity in the case record and file case record in the appropriate area.
• Respond to employer's complaints or attendance problems of participants.
• Meet with local community organizations and explain the Project Independence/Find Work Program and the benefits to the community.
Kindergarten Teacher
Huntington School-Ferriday, LA
August 1991 to May 1992
as a kindergarten teacher for 1 year.
• Ensure that students learned all information in kindergarten that they would need for first grade.
• Attend teacher's meetings as required.
• Attend any training required for by the school.
• Meet with parents to discuss children, problems or any other issues. Employment Officer
Louisiana Department of Employment Security
September 1989 to June 1991
• Served as Intake Officer for people submitting claims for unemployment benefits.
• Assist customers to register for work.
• Provide weekly customer training on how to search for employment and submit claims.
• Provide testing for job skills.
• Provide list of possible employees to employers looking for new hires.
• Resolve any issues with claims.
Town Clerk
Town of Ferriday-Ferriday, LA
July 1988 to September 1989
• Served as Town Clerk to Mayor Glen McGlothin.
• Supervised the employees in the Town of Ferriday's office.
• Weekly meetings with all department heads and Mayor to discuss local concerns.
• Served as cashier at front desk for water and sewer bills, garbage bills, property taxes and any other town fees. Review and recount money from clerk's deposits to verify accuracy. Deposit monies on a daily basis for all accounts collected at City Hall.
• Received money from the police department for fines and fee. Check the deposit information for accuracy. Deposit monies on a daily basis.
• Ensure monies were accounted for correctly and that daily deposits were made in my absence.
• Approve and pay bills for the town.
• Monitor budget and any concerns. Meet with the Town's accountant as needed.
• Approve and sign paychecks for all employees.
• Assure that checks were issued correctly at the end of pay period by monitoring attendance of departments.
• Attend all Town meetings and type minutes of those meetings for approval by the aldermen and mayor.
• Approve and sign the federal monies for the Town's new water system. Eligibility Determinations Supervisor
Louisiana Department of Children and Family Services-Ferriday, LA May 1985 to June 1988
• Administered Food Stamps, AFDC and Medicaid programs for the State of Louisiana.
• Visit clients in their home or nursing home to complete their six months of twelve-month redeterminations.
• Promoted to Supervisor in April, 1995.
• Managed a unit of eight employees.
• Met with each employee weekly to answer questions and solve any problems.
• Completed case readings on Food Stamp, AFDC and Medicaid cases.
• Monthly unit meetings to review case errors, review new policies and review any policy that staff had questions about.
• Complete safety audits monthly for assignment of building. Held monthly safety meetings with all staff.
• Served as Director of the office in the absence of the local office administrator.
• Provide training for office staff as required.
• Meet with public officials as needed.
• Provide written response and answer phone calls for inquiries by the local politicians, Representatives, Senators and Governor's offices.
Eligibility Determinations Worker
Louisiana Dept. of Children and Family Services-Ferriday, LA May 1982 to April 1985
Completed applications and assigned cases for my caseload that were Food Stamp, AFDC and Medicaid that were in my territory.
• Visited client's home once a year to complete their redetermination.
• Visited Nursing Home patients and families to complete their yearly redetermination.
• Attended unit meetings, staff meetings, safety meetings and training.
• Participated in required training sessions as assigned.
• Completed any overpayment claims for my cases. Assisted other staff with their overpayment claims. Elementary Education Teacher
Franklin County Schools-Meadville, MS
August 1978 to December 1981
• Served as Math Education teacher for those children that tested below grade level.
• Operated a center with children from grades 1-6.
• Supervised 2-3 aides that assisted in the Math center.
• Attend yearly conferences for Title IX students.
• Taught kindergarten for 2 years.
• Supervised one teacher aide that assisted with the class.
• Planned weekly teacher plans and submitted to the principal for approval. Eligibility Worker
Louisiana Department of Children and Family Services-Ferriday, LA August 1976 to August 1978
Completed applications and assigned cases for my caseload that were Food Stamp, AFDC and Medicaid that were in my territory including Medically Needy cases.
• Visited client's home once a year to complete their redetermination.
• Visited Nursing Home patients and families to complete their yearly redetermination.
• Attended unit meetings, staff meetings, safety meetings and training.
• Participated in required training sessions as assigned.
• Completed any overpayment claims for my cases. Assisted other staff with their overpayment claims. Education
B.S. in Elementary Education K-8
University of Southern Mississippi - Hattiesburg, MS August 1975
High School Diploma
Franklin County High School - Meadville, MS
May 1972
Skills
• I worked summer jobs while in college at the Franklin County Superintendent of Education's office.
• Classroom Management
• Basic math
• I enjoy learning new things and work great under pressure.
• Banking
• Front desk
• Teaching
• Word processing
• Administrative experience
• I have 21 years' experience in employment and hiring of employees. I made sure all staff attended their required trainings. I interviewed employees for job and made sure that all Human Resource papers were completed and filed with the Agency.
• Windows
• Social Work
• Microsoft Word
• Conflict management
• Hospitality
• Operate computer and computer programs such as Word, Excel, Power Point, Internet and Intranet.
• I worked for the State of Louisiana for 32 years and retired in April, 2015. My work for the State included contacts with clients, administration and the local Representatives, Senators and the Governor's office. I, also, contacted private employers, nursing homes, schools and other businesses to get work agreements for our participants.
• Experience Working With Students
• Microsoft Office (10+ years) and PowerPoint (10+ years)
• Computer literacy
• I have great people skills. I am easy to talk to and get along with most everyone.
• Office experience
• Microsoft Office
• Case Management
• Scripting
• Leadership
• Cash handling
• Research
• Property management
• Microsoft Outlook (10+ years)
• I taught school for five (5) years and worked with parents and administration.
• Adult Education
• I have worked with the public since 1971. I was employed as a sales clerk at Mullins Department Store my senior year in high school. I received cash for the customer's purchases or payments on their accounts. The following summer I worked at Meadville Rexall Drug Store as a sales clerk in the gift, and cosmetics department. Received cash or checks for purchases. Also, collected payments that customers had for their charge accounts.
• Dealership experience
• Use office equipment such as paper shredder, fax/scan machine, calculator, copy machine, and switchboard.
• Writing Skills
• I am organized and work independently. I seek assistance from my supervisor as needed.
• Customer service
• I worked for the President of USM while attending college there.
• Scripting Assessments Data Entry Clerk -- Highly Proficient June 2020 Maintaining data integrity by detecting errors. Full results: Highly Proficient Office Manager -- Proficient September 2019 Scheduling and budgeting. Full results: Proficient Filing & Organization -- Proficient June 2020 Arranging and managing information or materials using a set of rules. Full results: Proficient Customer Focus & Orientation -- Proficient September 2019 Responding to customer situations with sensitivity. Full results: Proficient Scheduling -- Highly Proficient February 2020 Cross- referencing agendas and itineraries to avoid scheduling conflicts. Full results: Highly Proficient Indeed Assessments provides skills tests that are not indicative of a license or certification, or development in any professional field.
• I am loyal to my employer and attend work as scheduled.
• Tutoring
• English
• Mentoring
• Negotiation
• Presentation Skills
• Communication skills
• Time management
• Microsoft Excel
Certifications and Licenses
Teaching Certification
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