Remote Customer Service Leader with QA Expertise
Resume:
REMOTE CUSTOMER
SERVICE/CALL CENTER
QA/HEALTHCARE
Lorna
Fiscina
********@*****.***
Scottsdale, AZ 85250
CONTACT
SKILLS
• Workforce management
• Multitasking
• Effective coaching
• Excellent communication
• Time management
• Active listening
• Cross-functional collaboration
• Customer service
• Strong leadership
Selling DME and Anti-Aging
Products
•
• Several phases of Healthcare
Proven leader in workforce management and a knack for emotional intelligence. Excelled in elevating team performance and customer service standards through Feedback from recorded calls under the title of Quality Assurance.
Organized professional skills in developing sales strategies. Proven ability to exceed sales quotas with DME, Healthcare and Anti-Aging products and build and maintain relationships with customers. Highly organized and detail-oriented with the ability to prioritize tasks and work independently in a fast-paced environment.
PROFESSIONAL SUMMARY
November 2010 - May 2024
Contact Center Outsourcing
Emerging Global, Inc. (EGS), Phoenix, Arizona
July 2007 - April 2014
Food and Beverage Bartender
Disabled American Veterans, Scottsdale, AZ
EXPERIENCE
Provided Supervisors with Feedback to coach agents with correct protocol
•
Ensured compliance with established quality assurance standards for all agents' calls.
•
• Developed strategies to increase efficiency
Collaborated closely with other departments within the organization to resolve complex Agent issues quickly.
•
Adhered to company policies regarding data security and confidentiality while handling sensitive information from customers. Guarded against HIPAA Violations
•
Demonstrated friendly and excellent customer service skills by efficiently responding to requests in a timely manner, developing strong relationships with the customers and staff
Austin, Chicago, Illinois
EDUCATION
References available upon request
REFERENCES
Contact this candidate