Customer Service Quality Control

Donnyae McCoy

Washington, DC

n **********@*****.*** n 202-***-****

Professional Summary

Highly motivated employee with a desire to take on new challenges. Strong work ethic and adaptability. Adept at working effectively unsupervised and quickly mastering new skills. Professional with extensive experience in customer service and claims management within a metric-driven environment. Demonstrated ability to handle inbound calls from providers and members, addressing inquiries related to claims and benefits while maintaining compliance with quality control policies. Successfully resolved complex issues by collaborating with various departments, ensuring customer satisfaction and adherence to performance benchmarks.

Work Experience

Customer Service Representative

Target – Washington, DC May 2023 to May 2024

• Answered inbound calls, chats, and emails to facilitate customer service.

• Fielded customer complaints and queries, fast-tracking problem resolution.

• Upheld quality control policies and procedures to increase customer satisfaction.

• Escalated customer concerns, issues, and requirements to supervisors for immediate rectification.

• Mentored new employees on procedures and policies to maximize team performance. Assistant Office Manager

Keystone Plus Construction Corps – Washington, DC June 2021 to August 2021

• Assisted in escalated customer problems via phone and email.

• Conducted regular call monitoring to ensure a superior client experience.

• Coached, motivated, and counseled staff on performance, including administering disciplinary action when necessary.

• Communicated performance expectations and monitored performance plans.

• Participated in project meetings, creating new processes and procedures. Education

High School Diploma – Eastern High School, Washington, DC Graduation Date: June 12, 2025

Skills

Creative Problem Solving Billing Adjustments and Ref Understanding Customer Needs Salesforce Efficient and Detail-Oriented LiveChat

Email Support Call Documentation Order and Refund Processing Data Entry CRM Software Microsoft Office

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