Customer Service Quality Assurance
Resume:
MARTEZ JONES
• St. Louis • MO • 63125
• Cell: 314-***-****
• *******@*****.***
Caretaker for Dying Family Members
Jan 2010-March 2012
Took care of mother in law until death in April 2010
Took care of my younger brother until death in August 2011
Took care of my aunt until death in March 2012
American Express Incentive Services
Feb. 2009-November 2009
Sr. Client Support Specialist
•Receive inbound calls related to American Express Incentive products and services and code by type.
• Interface with business customers and offer customer-focused solutions.
• Educate the customer on client products and services including all
aspects of on-line ordering tool.
• Handle difficult calls avoiding escalation whenever possible.
• Assist customers with technical difficulties within the AEIS ordering
system and process.
• Perform problem resolution, escalating calls as outlined in
departmental guidelines.
• Maintain a high level of product and process knowledge.
• Open tickets and assign as appropriate to research order status or
other inquiries; following up with customer when needed.
• Handle inbound leads and distribute leads to appropriate sales reps as
outlined by company’s Rules of Engagement.
• Master desktop solution systems and all web-based systems and
applications.
•Used Excel Spreadsheets to track all emails, claims and problem tickets.
• Respond to information requests submitted via company’s web-based form.
Kelly Services at Maritz Fenton, MO
Sept. 2008-Febuary 2009
Temporary Worker for American Express Incentive Services / Client Support Specialist
•Receive inbound calls related to American Express Incentive products and services and code by type.
• Interface with business customers and offer customer-focused solutions.
• Educate the customer on client products and services including all
aspects of on-line ordering tool.
• Handle difficult calls avoiding escalation whenever possible.
Commerce Bank, Saint Louis, MO
January 2007 - July 2008
Sr. Customer Service Rep.
• Receive and responds to in-coming telephone calls from the bank
branches.
• Receive and respond to e-mail and written correspondence from bank
customers requiring enrollment, account activity information.
• Troubleshoots Home Banking products, PC, and Online Banking.
• Directly complete customer requests or transfer to appropriate area for
transaction completion
• Handles bill pay inquiries and helps set-up bill pay for customers via
email.
• Assisting customer with various financial issues via phone
•Giving customers information about accounts, CDs, other bank services
and up selling to customers.
• Taking loan applications via phone for various loans products.
• Research problems for business customer and VIP bank customers.
•Used Excel Spreadsheets to track all VIP customers and email request.
Today’s Staffing Clayton/Spherion Staffing Services, MO
Oct 2006-January 2007
Temporary Worker for Commerce Bank/ Member Service Rep.
• Receive and responds to in-coming telephone calls from the bank
branches.
• Directly complete customer requests or transfer to appropriate area for
transaction completion
• Handles bill pay inquiries and helps set-up bill pay for customers via
email.
• Assisting customer with various financial issues via phone
•Giving customers information about accounts, CDs, other bank services
and up selling to customers.
• Taking loan applications via phone for various loans products.
United Health Care
January 2005 - June 2006
Lead Quality Specialist/Saint Louis, MO
• Performing quality assurance audits on customer
service calls or Claims adjustment
and correspondence.
• Using our internal computer program to
record/monitor/score calls.
• Coaching and providing constructive feedback to
staff.
• Communicating the results of quality reviews and
call monitoring in the form of
management reports.
• Streamlining efficiencies in order to reduce errors.
• Providing input for the recognition program.
• Collaborating with associates and office leadership
on the development of individual
and team improvement plans.
• Developing increasing skills of competency related
to quality review and quality
improvement.
• Adding enhancements to the systems and performing
simple claim adjustments.
• Developing ongoing relationships with vendors.
•Used Excel Spreadsheets to track all quality scores.
United Health Care
October 2002 - January 2005
Lead Customer Service Rep/Saint Louis, MO
•Provide inbound customer service for national customer base.
•Consistent top producer with save ratio, phone time, and schedule adherence.
•Retain customers; discourage customers from disconnecting wireless service.
•Troubleshoot and resolve complex billing, technical issues and customer complaints.
•Appointed to mentor program, assisting new hires and tenured reps with adherence issues.
•Received numerous awards including Spirit of Excellence winner ten times, certificates and customer commendations.
•Used Excel Spreadsheets to track customer’s data for call backs.
SKILLS:
LEADERSHIP
DETAILED
ASSERTIVE
HARD WORKING
FLEXIBLE
CREATIVE
SUPERVISORY SKILLS
MICROSOFT EXCEL
MICROSOFT OFFICE SUITE
FAST LEARNER
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