Customer Service Quality Assurance

SAMANTHA WARNER

* *. ****** ****** **, *****

501-***-**** ********.******@*****.***

QUALIFICATIONS:

• Over seven years experience in the customer service -focused call center environment

• Capacity to train, supervise, and motivate others to achieve maximum performance

• Abilities to prioritize tasks and complete tasks accurately and on time in deadline-sensitive settings

• Professionalism required to address concerns while maintaining office efficiency and following standardized procedures and policies.

• Knowledge in Excel, Word, and power point

• Skills and perspectives gained through current and/or previous employment

• Outgoing personality, persuasive skills, and excitement about meeting goals

• Ability to interface with individuals at all levels

• Time and assertive follow-up skills to handle inquiries and reinforce existing relationships

EXPERIENCE

2004- Present Sykes Incorporated Morrilton, Ar. Team Manager

Sykes is an outsourced call center. My current position is Team Manager . The program I am currently working on is in a customer service environment for a major mortgage company giving me the opportunity to assist homeowners have a better understanding of the mortgage product the borrower purchased.

My current position provides not only the opportunity to manage a group of eighteen phone agents in which I work diligently on providing a fun and enjoyable work environment providing praise and encouragement for meeting KPI metrics by providing positive feedback during my daily checkpoints and weekly PEP meetings with each agent on my team but also gives me the privilege of handling escalated calls typically dealing with the more irate customers.

Other duties would include but not limited to:

• Running reports and distributing to correct contact persons

• Taking daily attendance

• Figuring up daily absenteeism percentage

• Partner with human resources for any needed disciplinary action provided

• Side by side monitoring to ensure great call control and quality assurance

• Sending work orders to a back office research team if more information is needed on account that first point of contact cannot resolve

• Detail noting of any mortgage account assessed

• Updating customers and employees personal contact information

• Interviewing potential new hires

• Printing, copying, and filing of documents

• Confidentiality is the utmost importance

• Maintaining two work email accounts , receiving and sending multiple emails per day

ACHEIVEMENTS AND ACCOMPLISHMENTS

• I have received an Employee of the month three times during my employment with Sykes

• I have received the customer focus award once during my employment with Sykes

EDUCATION

1991-1994 Conway High School Conway, Ar diploma

2006-2007 university of central Arkansas Conway, ar

2007-2008 UACCM Morrilton, Ar

REFERENCES

Available upon request

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