Customer Service Quality Control
Resume:
Audie Hermon, Sr.
Jacksonville, FL 32256
904-***-**** x1219
*************@*****.***
Objective: To obtain a position where I can maximize my multilayers of management skills, quality assurance, customer service and a successful track record in the mail and call center environments
Summary: Results-oriented, high-energy, hands-on professional, with accomplishments in the mail distribution and customer service industries. Major strengths include strong leadership, excellent communication skills, competent, strong team player, attention to detail, dutiful respect for compliance in all regulated environment and management skills including hiring, termination, scheduling, training, payroll and other administrative tasks. Computer and Internet literate.
Accomplishments:
Administrative
Inbound and outbound sales call center experience
Successful management experience in mail center operations
Six Sigma Yellow Belt
Certified Mailpiece Quality Control Specialist
Excellent communication skill, courteous, well tempered
Service-oriented, energetic, pay attention to detail
Committed to quality and excellence in all endeavors
Bringing the best work quality out of personnel
Vast knowledge of mail distribution
Committed to finding ways to provide cost reduction for client
Computer Skills: All MS Offices, Windows: DOS thru Windows 7
Experience: Convergys Jacksonville, FL
Sales & Service Representative II October 2011 to Present
Checked to ensure that appropriate changes were made to resolve customers' problems.
Obtained and examined all relevant information in order to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.
Kept records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
Resolved customers' service and billing complaints by performing activities such as upgrade / downgrade services, and adjusting bills.
Referred unresolved customer grievances to designated departments for further investigation.
Sold telecommunication services to new & existing customers.
Conferred with customers by telephone in order to provide information about products and services, to take orders and refer for cancel accounts, and to obtain details of complaints.
Bellevue Hospital New York, New York
Central Supply Clerk / Supervisor April 2008 to June 2009
Scrubbed and washed medical equipment, such as aspirators and suction units.
Wrapped, labeled and sealed medical equipment.
Stored prepared articles and supplies in designated areas.
Filled requisitions and inventoried supplies.
Successfully handled medical restock of assigned floors.
Supervised and coordinated activities of personnel in medical central supply room engaged in furnishing sterile and nonsterile supplies and equipment for use in care and treatment of patients.
Inspected work activities to ensure workers were following prescribed procedures to meet hospital standards.
Inspected daily inventory, maintained records of supply usage and compiled daily reports.
Hofstra University Hempstead,New York
Financial Aid Document Clerk October 2007 to January 2008
Sorted and classified information according to guidelines such as content, purpose, user criteria, and chronological, alphabetical, and numerical order.
Found and retrieved information from files in response to requests from authorized users.
Gathered materials to be filed from departments and employees.
Performed periodic inspections of materials and files in order to ensure correct placement, legibility, and proper condition.
Placed materials into storage receptacles, such as file cabinets, boxes, bins, and drawers, according to classification and identification information.
Portfolio Recovery Associates Hampton, Virginia
Collections Account Representative September 2006 to January 2007
Mailed outgoing collections for payment.
Traced unpaid items to determine reasons for nonpayment and notified customers of disposition.
Collection activity, account reconciliation and maintenance of these accounts
Providing debt management to customer who are delinquent in bills & services
Maintain the Ability to Collect Defaulted Consumer Receivables
Follow-up on Customer Contact for repairing of Bad Credit
Manage collections of account payments and receivables with help of tools and ensure appropriate results.
Act as primary contact on assigned portfolio for all collection issues and inquiries
Telespectrum-Verizon Hampton, Virginia
Sales Agent January 2006 to September 2006
Checked to ensure that appropriate changes were made to resolve customers' problems.
Kept records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
Kept records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
Referred unresolved customer grievances to designated departments for further investigation.
Sold long distance services to prior customers for winback
Conferred with customers by telephone in order to provide information about products and services, to take orders and cancel accounts, and to obtain details of complaints.
Pitney Bowes Management Services-Bank of America Norfolk, Virginia
Customer Operations Manager October 2004 to November 2005
Planned, prepared, and revised work schedules and duty assignments according to budget allotments, customer needs, problems, work-loads, and statistical forecasts.
Verified completeness and accuracy of subordinates' work, computations, and records.
Interviewed, selected, and discharged employees.
Trained and managed 12 customer service reps and achieved significant improvements in their productivity.
Oversaw, coordinated, and performed activities associated with shipping, receiving, distribution, and transportation.
Evaluated subordinate job performance and conformance to regulations, and recommended appropriate personnel action.
Consulted with supervisor and other personnel to resolve problems, such as equipment performance, output quality, and work schedules.
Supervised 12 employees in work and safety procedures and company policies. employees, scheduled work hours, resolved conflicts, determined salaries.
Trained employees in work and safety procedures and company policies.
Analyzed financial activities of establishment and department and assisted in planning budget.
Identified and resolved discrepancies and errors via six sigma.
Maintained records of such matters as inventory, personnel, orders, supplies, and machine maintenance.
Examined procedures and recommended changes to save time, labor, and other costs and to improve quality control and operating efficiency.
Requisitioned supplies.
Reviewed records and reports pertaining to such activities as production, operation, pay roll, customer accounts, and shipping.
Computed figures, such as balances, totals, and commissions.
Compiled reports and information required by management and governmental agencies.
Oce Business Services-Bank of America Norfolk, Virginia
Site Manager March 2002 to October 2004
Planned, prepared, and revised work schedules and duty assignments according to budget allotments, customer needs, problems, work-loads, and statistical forecasts.
Wrote, designed and produced Procedure/Ops Flowchart Manual for personnel training retention.
Was instrumental in coordinating the development of the Research Manual for Mail Center.
Interviewed, selected, and discharged employees.
Trained and managed 15 - 18 full, part & temp employees and achieved significant improvements in their productivity.
Trained and managed <how many> <what> and achieved significant improvements in their productivity.
Evaluated subordinate job performance and conformance to regulations, and recommended appropriate personnel action.
Consulted with supervisor and other personnel to resolve problems, such as equipment performance, output quality, and work schedules.
Supervised 15 -18 employees, scheduled work hours, resolved conflicts, determined salaries.
Trained employees in work and safety procedures and company policies.
Analyzed financial activities of establishment and department and assisted in planning budget.
Inspected equipment for defects and notified maintenance personnel and outside service contractors for repairs.
Identified and resolved discrepancies and errors via six sigma
Maintained records of such matters as inventory, personnel, orders, supplies, and machine maintenance.
Examined procedures and recommended changes to save time, labor, and other costs and to improve quality control and operating efficiency.
Participated in work of subordinates to facilitate productivity and overcome difficult aspects of work.
Responded to written and telephone requests for Bank of America & Oce Business Services, in compiled reports and information required by management and governmental agencies..
Reviewed records and reports pertaining to such activities as production, operation, pay roll, customer accounts, and shipping.
Compiled reports and information required by management and governmental agencies.
The Faneuil Group-Verizon Hampton. Virginia
Sales Agent November 2001 to March 2002
Checked to ensure that appropriate changes were made to resolve customers' problems.
Kept records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
Referred unresolved customer grievances to designated departments for further investigation.
Sold long distance service to prior customers winback.
Conferred with customers by telephone in order to provide information about products and services, to take orders and cancel accounts, and to obtain details of complaints.
Mail Traffic Coordinator New York. New York
Mail Traffic Coordinator February 1989 to June 2001
Was instrumental in schedule planning and calculating daily reports.
Was instrumental in major changes in Mail Center from manual to Hi-Tech.
Wrote, designed and produced written reports generated to management.
Designed and produced barcode system that assists in charge back of accounts.
Prepared outgoing material for mailing.
Affixed postage to packages and letter by hand and stamped with postage meter and dispatched mail.
Released packages and letters to customer upon presentation of written notice and other identification.
Stacked bundles of bulk printed matter for shipment and loaded and unloaded from trucks and conveyors.
Addressed packages and letters by hand and using addressing machine, labeled and stamped.
Inspected wrapping, address and appearance of outgoing package and letter for conformance to standards, and accuracy.
Weighed packages and letters, computed charges and accepted payment, using weight scale and rate chart.
Wrapped packages and bundles by hand and using tying machine.
Recorded and maintained records of information such as charges and destination of insured, registered and c.o.d. packages.
Stamped date and time of receipt of incoming mail and distributed and collected mail.
Sorted letters and packages into sacks and bins and placed identifying tag on sack and bin, according to destination and type.
Answered inquiries regarding shipping and mailing policies.
Sealed and opened envelopes by hand and machine.
Computed amount of postage required for outgoing mail according to weight and classification.
Computed cost of mail permits from postage meter readings.
Trained Out-going mail personnel in Excellent Customer Service.
Assigned duties and examined work for exactness, neatness and conformance to policies and procedures.
Studied and standardized procedures to improve efficiency of subordinates.
Resolved complaints.
Trained new employees.
Education: AmbaiU – AMBAI University Online Cambridge, MA
Associate of Business Administration 02/2001
Additional Training:
Certificate, 9/2006 & 7/2007 Debt Collection Specialist
Portfolio Recovery Associates, Hampton VA
Certificate, 1/2006 Sales Training
Telesprectrum, Hampton, VA
Certified Six Sigma Yellow Belt, 3/2005
Pitney Bowes, Washington, DC
Certificate, 7/2002 Mailpiece Quality Control Specialist
United States Postal Service, Norfolk, VA
Certificate, 11/2001 Sales Training
The Faneuil Group, Newport News, VA
Certificate, 04/2001 Olympus Mail Sorter Technician
MailCode, Lafayette, IN
Certificate, 1/ 2000 PC Repair and Upgrade
Compustar, Corp.
Bayside, NY
Certificate, 10/ 1999 A+ Certification course
Compustar, Corp.
Bayside, NY
Awards: Certificate, 7/2007 Outstanding Achievement Award
Portfolio Recovery Associates, Hampton VA
Certificate, 9/2006 Outstanding Achievement Award
Portfolio Recovery Associates, Hampton VA
References: Available upon request
Contact this candidate