Customer Service Quality Assurance

Gina Lange

**** ** **** *****, *****, FL *****

954-***-**** • *********@*******.***

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Customer Service Specialist and General Office Specialist

Senior-Level Customer Service Supervisor with strong team leadership, coaching and motivational skills. Technologically savvy with 12 years of experience in a call center. Well rounded consultative coaching supervisor. Goal establishing to exceed efficiency levels quality assurance standards and communication targets.

Reliable with a verifiable record of punctuality and low absenteeism. Diversity Workplace and Client Relations Certified. Organizational Abilities.

Professional Strengths:

• Creative Problem Solving

• Bilingual Communication Skills (fluent in Spanish & English)

• Exceptional Leadership

• Extraordinary Customer Relations

Computer skills: Microsoft Office Outlook/Word/Power Point/Excell

Career Highlights

• Maintained service, talk/wrap time, data and both client and consumer

satisfaction levels.

Empowered to research and resolve various problems involving billing,

Benefits and reimbursement issues.

• Handled a high volume of incoming calls within the reservations department.

• Successfully diffused volatile customer situations and complaints in the

customer service department.

• Implemented weekly meetings to enhance the staff’s morale

• Counseled agents on quality and type of guidelines to follow for improvement.

• Identified and troubleshoot any problems that may prevent employees from

working to their fullest potential.

• Utilize customer service skills to efficiently handle escalated calls to provide

customer satisfaction

• Supervised individuals on work performance.

• Trained new hires

• Directed call center operations as a liaison between clients, supervisors and call

center employees.

• Managed performance by diagnosing improvement opportunities, providing

effective feedback, coaching, training, professional development, and

corrective action plans.

• Kept apprised of products, services, promotions and contracts.

• Responded to customer calls and inquiries regarding product orders,

contract issues.

Experience

Hope Outreach Center, Inc/Davie, FL. 2010 to 2011

Wyndham Vacation Resorts/Margate, FL – 1998 to 2010

Education¬

St. Anthony’s Commercial School, New York, NY – 1968-1970

Business School, Secretarial Skills, all office equipments

Certificates

Broward Community College – Import and Export

Piper Community School – Travel Agency

Achieve Global/Kaset Intl. – Achieving Extraordinary Customer Relations

Wyndham Training – Diversity in the Work Place

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