Customer Service Quality Assurance

Professional Profile: Ingrid Gittens

Expert in Customer Service, Quality Assurance, and Real Estate

Contact: **** ** ***** ******, ***. 208, Miami, FL 33015 Phone: 305-***-**** Email: **********@*****.*** Professional Summary

Ingrid Gittens brings more than 20 years of experience in leadership, quality assurance, customer service training, and real estate sales. Recognized for building and inspiring strong teams, Ingrid is dedicated to helping others grow, raising performance standards, and delivering impactful training. With excellent communication skills and a deep commitment to integrity and client success, Ingrid thrives in both corporate and entrepreneurial environments. Core Competencies

• Leadership & Team Development

• Customer Service Training & Coaching

• Quality Assurance & Performance Management

• Real Estate Sales & Client Relations

• Voice-over Talent & Presentation Skills

• Online Course Development

• Stakeholder Communication

• Strong Organizational & Interpersonal Skills

Professional Experience

Independent Customer Service Coach & Consultant (Self-Employed, Oct 2024–Present):

• Offers personalized coaching and mentorship for customer service professionals

• Creates and delivers custom training focused on service excellence

• Develops and publishes online resources for customer service improvement PRC/Alorica – Miami, FL (Manager of Quality Assurance / Operations Manager, 1999–2024):

• Supervised a 32-person QA team for a major client account

• Authored training materials and led workshops for QA staff

• Facilitated strategic meetings to align business objectives with stakeholders

• Enhanced agent performance, team morale, and service delivery

• Advanced to Operations Manager, developing new team leaders and front-line staff Coldwell Banker – Realtor (2000–Present):

• Guides buyers and sellers through the Florida residential market

• Provides high-caliber service with professionalism and integrity

• Designs marketing campaigns, holds open houses, and closes real estate transactions

• Frequently recognized for outstanding client care Prudential Florida Realty – Realtor (1998–1999):

• Sold properties and delivered excellent service to first-time buyers

• Solidified a strong basis in real estate sales and client management Education & Certifications

• Postgraduate Diploma – La Chatelaine College, Switzerland

• Graduate Diploma – La Sagesse School, England

• Business Studies – The Business School, Port-of-Spain, Trinidad

• Florida Real Estate License

• Certificate in Health Care Management

• Writing Certification – Institute of Children’s Literature, Connecticut Technical & Language Skills

• Languages: English (native), French (conversational)

• Software: Microsoft Office Suite, Internet tools, CRM platforms Passions & Projects

• Author: Wrote Love Heals, an eBook on Amazon KDP promoting the humane treatment of dogs

• Voice-Over Artist: Provides narration and voiceover services for churches and organizations

• Customer Service Trainer: Designed and taught effective service delivery courses

• Community Advocate: Actively engaged in outreach activities supporting people and pets

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