Customer Service Quality Assurance

Pamela Y. Ray-Trawick

**** ****** **** *****

College Park, Ga 30349

(C) 404-***-****

*******@*****.***

Summary

Highly experienced, motivated and organized self-starter with a keen ability to recognize opportunities eager to enhance leadership skills is seeking a responsible position offering immediate challenges with ideal placement that will utilize my experience with a dynamic organization that encourages teambuilding and associate advancement opportunities.

Professional

Experience 2007 - 2011

LOGISTICS and Distribution

JC Penney Logistics Inc. Forest Park, Ga.

Inbound, Shipping and Cross Dock

• Shipping, Cross dock, Inbound Receiving, Reverse Logistics.

• Trained and maintained safety procedures.

• Successful in maintaining a high productivity average in areas of responsibility

• Assisted in Training new associates to perform task properly in a timely manner as well as maintained training standards for veteran associates.

• Successfully maintained productivity standards in all areas assigned.

• Production planning, Auditing and Quality assurance

Achievements

• Production planning, Auditing and Quality assurance Achieved Top Win-backs Retention per Inbound Call

• Atlanta Leadership Team Commendations

• Consecutive Pay for Performance Awards

• Associate of the Month

Contractual Employee 2005 - 2007

Communications Specialist I

State of Georgia and the County of Fulton

• Interdepartmental telecommunications trouble shooting resolution specialist. Responsible for departmental and individual customer’s communication new orders, technical difficulties and relocations from receipt to completion.

Advocate Assistant

Criminal Justice Coordinating Council

• Crime Victims Compensation Program assists victims of violent assault in the state of Georgia with medical, economic, funeral, and counseling. Correspond with victims, claimants, and Law Enforcement agencies to determine information accuracy needed for pending funding of governmental grants. Strong attention to detail and follow-up skills, consistency in prioritizing and accuracy, ability to multi-task and provided excellent organization skills, heavy incoming and outgoing calls, heavy filing, and heavy data entry

Customer Service

TranDot.com

• In the Call Center environment; checked applicants’ criteria Loan approval and/or for originations. Assisted customers with concerns about new and existing loans. Resolves routine questions, referring unusual cases to senior administrative associates. Effective with interpersonal skills for working in a team environment. Performance must meet acceptable standards while applying knowledge of programs, small to mid-size. Exceeded 75% in collection. As Team Lead collaborated with the Sales Division. Performs varied clerical and administrative duties.

Verizon Wireless

Customer Service Representative

• High volume of inbound customer calls; research and resolve billing inquires to customer’s satisfaction; troubleshoot service equipment issues and organize daily follow-ups to ensure timely resolution; explain products and services in a call center facility.

UPS

Dispatcher/Customer Service

• Dispatch agent verifying transport with driver and facilities of medical supplies from pick-up to delivery. Possessed strong customer service, data entry on a daily basis, and interpersonal skills for working in a team environment.

Liberty Link 2003-2005

Accounts Receivable Specialist/Collection Portfolio

• Assisted in the Accounts Receivable department utilizing proper documentation and account processing. Posting accounts receivable transactions to journals, ledgers, records, batching, entering and paying invoices while updating the files and adhering to compliance regulations. Responsible for the reconciliation of delinquent accounts Reconciled accounts from customers, while looking for sales referral opportunities. Resolved problems and complaints. Delivered excellent customer service. Provided multi-tasking abilities by handling inbound sales calls for AT&T residential customers, using a computer to input and retrieve data while providing information about telecommunications products and service.

AT&T 1999-2003

Account Representative

• Experienced in working in a fast-pasted, team-oriented call center environment with strict deadlines. Effective interpersonal skills for working in a team environment. Attain and exceed monthly sales goal daily, weekly and monthly. Handled inbound calls from properly updating the files in an effort to negotiate payment arrangements that reduce an account's delinquency status.

Artlite Office Supply 1995-1999

Customer Service Representative

• Consistently developed strong business relationships to promote business and close large dollar deals while providing excellent account services. Received records and dispatched work orders to service team. Prepared and assisted clients/customers’ requests with quality service, company merchandising standards, determine stores' product needs, place and transmit appropriate order as an assigned Inside Representative. Working knowledge of in-house operating system software. Performed moderate administrative and clerical support activities such as Data Entry, Ability to operate multi-line phone system, mailroom clerk, filed, sorted and closing Assistant Manager, Performed on cross training level for new hires, and other various office duties.

Education Cheyney State University of Pennsylvania 1984-1988

Technical • Microsoft Office suits / All CPR certified

o 10 Key: 10,000-15,000 KPH / Typing: 45 WPM

• Strong interpersonal, communication and problem solving skills ability to prioritize and multi-task

• Internet Browsing software such as Excel, Power Point, Access, Internet Explorer and Netscape Navigator

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