Customer Service Quality Assurance

Lisa M. Harrington **** *th St W Leigh Acres Fl **971

________________________________________

*****************@*****.*** • Cellular 239-***-****

Call Center/Customer Service

Background Summary

I am a highly skilled bilingual professional looking for a position in the customer service industry. I believe that the customer is always right within the rules and boundaries set forth by the organization they are enrolled with. I will work diligently to uphold the company’s policies and procedures.

Relevant Experience

Sunshine Child Care, Sunshine Child Care Plantation, Florida 2008 to2009

Site Manager/Staff Trainer/Team Leader

Supervised staff members and held trainings for staff members in licensing requirements and childcare personnel policies. Responsible for all incoming payments, bookkeeping, staff files and payroll. Facilitate regular meetings. Encourage and support staff through shadowing and completing quarterly evaluations.

• I Achieved 100% quarterly reviews from Child Care and Licensing. I achieved at my site the "Gold Seal Accreditation in Child Care" from the School Board of Broward County Florida.

• I was often requested to assist other Site Managers in relating information to Spanish speaking customers.

• I achieved an award in “Perfect Payments" notice for the year of 2009.

YMCA of Broward County, Margate, FL 2005 to 2008

Human Resources

I assisted new hires in completing their employee packets. Sent new hires for drug and background screenings. Assigned staff to site locations. Contacted staff members regarding trainings and staff meetings. Counseled employees on any concerns or questions. I planned and organized staff trainings and child care classes. Met payroll deadlines to ensure that all staff members were being paid on time and in accordance to company policy.

• I always staff payroll on time. Assisted on training summer camp training employees for all new staff members. I maintained all monthly budget balances. I Assisted staff members with Spanish speaking clients.

• I received 100% attendance awards for two years during my employment.

YMCA of Miami, Miami, FL 2001 to 2005

Site Director

I supervise staff and their care for over 300 students. Worked with Child Care Licensing to ensure that all requirements are being met. Handled and resolved all parents concerns. Worked closely with the principal and faculty to ensure a proper child care setting for the students. I collected tuition payments on a monthly basis, receiving 100% payments certificate.

• I assisted Spanish speaking parents in filling out enrollment forms.

Precision Response Corp., Sunrise, Florida 1997 to 2001

Call Center/Customer Service

I worked in a fast paced call center environment. Handling both Spanish and English incoming calls. I created a Spanish script for bilingual call service agents in order to assist the other agents in translating the provided script.. I was a provider locator for Blue Cross and Blue Shield.

• I earned scores of 100% call accuracy and for customer service from the quality assurance supervisors.

Education

American High School, Miami, Florida 1995

H.S., General Education

GPA: 3.0

Skills

• Fluent in both Spanish / English

• I am computer proficient

• Excellent customer service skills

Licenses

As a child care Provider, 40 Hour Child Care HRS Certificates for Florida, 1997 to 1998. I attended classes in order to receive a child care license in the state of Florida

Training

One Minute Manager, 1997. This was training on shadowing employees and how to approach employees on areas that they need improvement using positive reinforcement.

Honors

100% Customer Service, scores at Precision Response Corp.,.

100% Perfect Payments at Sunshine, YMCA of Greater Miami and YMCA of Broward County.

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