Quality Assurance Specialist with CX Expertise
Resume:
**/**** - **/**** ******* Assurance
Optimum, Tyler, TX
****-**** **** *******., **** TX-323 Loop, Tyler, TX 75701 Position: Quality Assurance Responsibilities: Monitored inbound and outbound calls to evaluate agent performance, compliance with company policies, and adherence to quality standards. Provided detailed feedback and coaching to improve customer service, communication skills, and process compliance. Developed QA scorecards and reports to track trends, identify training needs, and enhance overall customer satisfaction. Collaborated with supervisors and training teams to implement quality improvement initiatives. Ensured compliance with industry regulations, data security, and company service standards. Contributed to continuous process improvement by identifying root causes of recurring issues and recommending solutions. 01/2015 - 12/2021 Sales Agent
Optimum, Tyler, TX
2015-2021 Position: Sales Agent Responsibilities: Delivered exceptional customer service while handling high- volume inbound and outbound calls in a fast-paced environment. Promoted and sold products/services by identifying customer needs, explaining benefits, and providing tailored solutions. Consistently exceeded sales targets and performance metrics, including call handling time, conversion rates, and customer satisfaction scores. Managed objections effectively and built rapport to foster long-term customer relationships. Documented customer interactions, track leads, and follow up on sales opportunities. Collaborated with team members and supervisors to optimize sales strategies and improve overall call center performance. 01/2014 - 01/2015 Retention Agent
Optimum, Tyler, TX
2014-2015 Position: Retention Agent Responsibilities: Managed inbound and outbound calls to retain customers, resolve concerns, and provide tailored solutions to reduce churn. Consistently met monthly retention and customer satisfaction goals by building rapport and offering personalized recommendations. Handled escalated accounts with professionalism, de-escalating situations and turning at-risk customers into loyal advocates. Analyzed customer needs to recommend appropriate products, services, or promotions that aligned with retention strategies. Collaborated with sales, billing, and technical support teams to deliver seamless service and improve customer experience.
01/2012 - 01/2014 Sales Agent
Optimum, Tyler, TX
2012-2014 Position: Sales Agent Responsibilities: Delivered exceptional customer service while handling high- volume inbound and outbound calls in a fast-paced environment. Promoted and sold products/services by identifying customer needs, explaining benefits, and providing tailored solutions. Consistently exceeded sales targets and performance metrics, including call handling time, conversion rates, and customer satisfaction scores. Managed objections effectively and built rapport to foster long-term customer relationships. Documented customer interactions, track leads, and follow up on sales opportunities. Collaborated with team members and supervisors to optimize sales strategies and improve overall call center performance. 01/2011 - 01/2012 Billing Agent
Optimum, Tyler, TX
Rodrigo Ramirez
310 S Lyons Ave, Tyler, TX 75702 Phone: 430-***-**** Email: ***********@*****.*** Employment History
2011-2012 Position: Billing Agent Responsibilities: Assisted clients with billing questions, payment plans, and account reconciliations to ensure a positive customer experience. Communicated effectively with customers to resolve disputes and explain billing procedures clearly. Collaborated with cross-functional teams to streamline billing processes and improve client satisfaction. 01/2006 - 01/2011 Salary Dispatch Supervisor, Transportation Brookshire Grocery Co, Tyler, TX
2006-2011 Brookshire Grocery Co., 1600 WSW Loop 323, Tyler, TX 75701 Position: Salary Dispatch Supervisor, Transportation Responsibilities: Dispatch drivers to deliver product to stores as needed in the most safest and cost effective way possible. Supervise 105 drivers and all their different duties according to their assignments. Supervise timely delivery of products from Tyler Distribution Center; Handle late delivery complaints, special orders, and store clean outs; Reassign grocery and perishable loads, as necessary, according to driver work schedules, company guidelines, and D.O.T. regulations; Provide BGC security with trailer and seal numbers for verification; distributes driver trip sheets; Coordinate with Transportation Resource Planning Manager to ensure driver coverage for city, dairy, and trailer jockey shifts; Supervise trailer jockey radio communication and logs all trailer movement; Monitor and record trailers in and out of BGC return center; Route overflow loads due to lack of space; Compile data needed to track costs and time of transportation drivers; Monitor information for cost effectiveness and efficiency; Provide communication of all activities to warehouse, loaders, and retail stores 01/1998 - 01/2006 Route Coordinator, Transportation Brookshire Grocery Co, Tyler, TX
1998-2006 Position: Route Coordinator, Transportation Responsibilities: Assist Resource Planning Manager on all department reporting, and special projects; In charge of receiving and processing daily, 100 plus grocery store orders into Manugistics routing system; Route daily grocery trucks in the most cost effective routes; Upload routes to warehouse management system for orders to be shipped; Provide dispatch office all information needed to dispatch drivers; Establish reports to keep up with monthly pallet averages and yearly totals. Prepare, maintain, and summarize, Transportation shipped/cost per mile; Receive and audit driver logs on XATA Driver/Trucking software to meet D.O.T. regulations. 01/1996 - 01/1998 Order Selector, Grocery Whse. Drug Room Drug Room, Tyler, TX
1996-1998 Position: Order Selector, Grocery Whse. Drug Room Responsibilities: Pull product accordingly to the order the retail stores would send in as accurately as possible without many outs. 1. Tyler Pipe Industries, P.O. Box 2027, Tyler, TX 75702 Position: Fork Driver Responsibilities: Kept operating machines with empty racks so they could keep being productive, filled in to give breaks, organized, helped in other departments, and did as was needed to keep my department going. 1. United Parcel Service, Lyons Street, Tyler, TX 75702 Position: Truck Washer Part-Time Responsibilities: Wash every Parcel truck every day and check oils. El Chico Restaurant, Beckham Street, Tyler, TX 75702 Position: Server Responsibilities: Serve customers and cleanup. Continue
Medical
No degree provided
Tyler Junior College, Tyler, TX
Education History
Business Management
Associate's Degree
Tyler Junior College, Tyler, TX
Business Professionals Of America, And D-Fy
High School Diploma
1. John Tyler High School, Tyler, TX
Medical Terminology
Occupational Licenses, Certificates and Training
Detailed References
Aaron Miles, QA Manager
Optimum
*****.*****@*******.***
Contact this candidate