Customer Service & Quality Assurance Professional

JUANA POWELL

Objective

To obtain a position in a customer service environment, in a company that

recognizes hard work as key to successful job performance, Also seeking a position where my strong organizational skills will contribute to company success and to secure a position that will fully utilize my current abilities also In a Company where I can maximize my customer service skills, quality assurance, program development, and training experience.

Work Experience

TTEC

April 2020 to October 2021

Customer service representative.

Remote position, work from home. Inbound customer service calls, third party banking.

Verified transactions, balances. Scheduled funds transfers, verified fraud activity transferred to appropriate department. Card activations, including unblocking card purchases. Verified and updated customer’s information and obtained email addresses. Participated in team zoom meetings, completed continuous trainings of all products and services. Stream Global Service

December 2008 to June 2018

Customer service Representative.

My job duties require me to make and receive calls from current Sprint customers, Answering any questions they might have about their account, research any information threw a tool known as CST(Call Support Tool) that I might not have a answer to at the time, I would ask the customers permission to be placed on hold for one to two minutes while I researched 602-***-****

***********@******.***

Phoenix, Arizona 85021

the information, I would find the information then proceed with the call to solve the customers issue.

Customers would call in to see where their phone order is, I will research previous phone orders or return kits,

I take payments, change plans to current or next billing cycle. verify customers eligibility to upgrade or to add new lines to the accnt. I will process orders for new lines of service or upgrades. I keep up to date in training courses required by Sprint to maintain knowledge of new phones and products including plans and cost, I also take courses to obtain great customer satisfaction that are also required. My requirements are to maintain a quality assurance monitors of 6 per month with a score of 85 percent or higher, to maintain after call work of 2.50 or less, and to maintain the amount of sales required a month per business needs.

MDS Communications

May 2007 to July 2008

Sales representative.

My job duties required me to make outbound calls for different pro line campaign committees, the calls we made were to people who have donated to the committee in the past, as well as reaching out to people who have never donated before. Weather it was to give information over the phone on a certain campaign or sending information via mail. The requirements of my job was to make sure I hit all of the quality assurance metrics.

Neutron Industries

January 2006 to March 2007

Sales representative.

My job duties at Neutron Industries were to process orders in bulk for cleaning supplies, I account managed my own customers since I first sold product to them, as I got their information from a lead distribution list that was provided threw the company.

Outbound sales, called major corporations as well as small businesses including cleaning services, funeral homes, restaurants, and a variety of warehouses.

I had consistent training to be up to date with products so we can sell them to our clients based on what there needs are.

I handled in and out bound calls, the inbound calls were clients calling back to order more product, and outbound calls were to touch base with clients to see how everything is working for them and if they need any refills on any cleaning products including carpet cleaners, odor eliminators, or degreasers.

Additional Information

Comprehensive written and verbal communication skills Possess sound judgment with excellent problem solving skills Highly organized and ability to balance multiple tasks simultaneously Ability to work independently as well as part of a team Good motivator with excellent customer service skills Ability to solve customer queries as well as set goals and meet objectives efficiently

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