Multilingual Customer Service & Quality Assurance Expert
Resume:
Jessica Carmona
Union City, GA **291
*******@*****.***
Professional Profile
Career Objective:
I would like to work in an environment that allows room for professional as well as intellectual growth.
Personal Profile
I am a responsible, professional woman who is skilled and experienced in customer service (Call Centers), quality control (Call Center), and cashier experience (grocery store). I have 7 years of experience in customer service, 3 years supervisory experience in a call center, and 3 years’ experience as a quality assurance analyst. I am extremely prompt; I do not arrive late. I also have a tremendous work ethic.
Skills Summary
●I can type 55+ wpm
●I am bilingual (English and Spanish)
●My grammar and vocabulary skills are superb
●I am a team player who can also be a team leader
●I have excellent computer skills (Microsoft Outlook, Excel, PowerPoint and Word).
Professional Experience
10/10/2022-current: Delta Airlines- Cabin Agent 6000 N. Terminal Pkwy Atlanta, GA 30320 800-***-****
I clean airplanes and at times, search airplanes as well. I work as a part of a team and do what is assigned to me.
10/25/2021-09/17/2022: Randstad- Customer Service Representative for Helzberg Diamonds 6100 Glades Rd suite 203-1, Boca Raton, FL 33434 561-***-****
I answer phone calls from customers that are either placing orders, checking on their orders, needing jewelry repaired or serviced, help stores that call in for help as well, and answer emails.
9/24/07-9/27/10: JVC Customer Care Center-Quality Assurance Analyst 3600 Formosa Ave. Bldg N McAllen, TX 78503 800-***-****)
I was the only Quality Assurance Analyst for the company. I was responsible for monitoring and evaluating every type of transaction that occurred between customers and our company (inbound and outbound calls, emails and letters).
I was also part of the training and quality department and assisted in training new hires, as well as coaching and developing agents. I wrote/revised/reviewed all policies and procedures for JVC, as well as made sure that they were implemented.
I submitted reports every week, as well as the end of the month, showing trends and analysis. I was laid off due to downsizing.
10/05/05-9/24/07: Manpower, Inc. –Customer Service Representative 5000 W Military Hwy #115, McAllen, TX 78503 956-***-****)
I was a customer service representative for JVC Customer Care (call center that offers support to customers and dealers that own/sell JVC electronic units). I answered inbound phone calls from customers that needed assistance with placing orders for parts, or required technical assistance. I became a team leader within two months and remained in that position until I was hired directly into the company.
As a team leader, I was responsible for offering floor support to the agents, as well as took escalated calls from irate/angry/upset customers and mediated between technicians at a service center and customers. I also assisted my immediate supervisor with managing a team of agents. I was hired directly into the company (JVC) that I was contracted at.
7/21/04-4/22/05: Maytag Corp.- Customer Service Representative 412 Nolana Ave. Ste 101C McAllen, TX 78501 800-***-****)
I worked in a call center answering phone calls from dealers or district managers who wanted to place orders for appliances to fill their stores or warehouses. I also took calls from upset customers who received their units damaged or defective and re-ordered the appliance for them. As well as scheduled delivery dates. I was laid off because the company was bought out by Whirlpool and the call center was closed down.
10/11/96-1/01/01: Kroger- Cashier 400 S. Maple Rd. Ann Arbor, MI 48103 734-***-****)
I was a cashier and dealt with customers on a daily basis. I handled money and lifted/carried products up to 50 lbs. I left the company because I re-located to Texas.
Education:
Donna High School- Donna, Texas; Graduated in the top 10% of my class in 1995
Eastern Michigan University- Ypsilanti, Michigan; Attended from 1995-1997 but did not graduate
University of Texas-Pan American- Edinburg, Texas; Attended from 2010-2011 but did not graduate
Walden University online school; Attending from 2018-currently
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