Customer Focused Professional

QUALIFICATIONS SUMMARY

Professional with over *0 years of experience in account management, sales and service processing, call center operations, quality assurance, and compliance within a corporate environment.

Talent for identifying customer needs and presenting appropriate company

product and service offerings.

Demonstrated ability to gain customer trust and provide exceptional follow-up,

leading to increased repeat business.

Expertise in resolving escalated customer service issues.

Proficient with Microsoft Office System (including Microsoft Word, Microsoft

Excel, and Microsoft Outlook).

Professional team player and an organized worker capable of working

independently or in a group environment.

PROFESSIONAL EXPERIENCE

Exam Services Norcross, GA 09/05 - Present Quality Assurance/Compliance Specialist

Coach and mentor sales representatives and supervisors on a variety of quality issues and or problems as they arise.

Coach and reinforce procedures and policies to improve performance of all new representatives.

Monitor and score observations for a number of inbound and outbound calls per month to ensure quality customer service to ascertain performance issues and compliance violations.

Direct corrective action to be taken by supervisors when problems arise.

Respond to daily compliance issues of fraud and other types of financial losses from banking institutions.

Monitor aging of pending disputes to prevent loss to company by accelerating action on aged items.

Analyzes charge back reasons to determine the root causes and works with the internal groups to identify and resolve process gaps.

BellSouth Entertainment Roswell, GA 04/98 – 09/05 Customer Service Team Lead

Promoted to lead team of 30 employees in daily call center operations within 13

months of hire date.

Provided employees with tools to maintain and increase service levels to both

internal and external customers.

Worked closely with other departments to clarify information and distribute reports

Gathered and analyzed daily/weekly/monthly sales and service statistics.

Daily monitored incoming calls for quality assurance and training purposes.

Enhanced employee performance and attendance through daily mentoring, one-on-one

discussions and motivational strategies.

When needed, effectively answered between 80-100 customer service related calls

per day relating to new service, billing, and troubleshooting.

Media One Cable Norcross, GA 09/97 – 04/98 Customer Service Representative

Promptly handled consumer inquiries regarding new service, billing, and changes

in service.

Effectively worked on troubleshooting and dispersing technicians to field.

Exceeded production goals by 33% while maintaining above average quality in all functions performed.

Georgia Depart. Of Corrections Sparta, GA 1996 - 1997 Administrative Assistant

Handled all administrative duties: filing, faxing, answering phones, copying,

typing, data entry.

Maintained appointments by planning and scheduling meetings, conferences, and travel.

Effectively maintained in-office calendar to care of everyday business needs.

EDUCATION

Business Administration Major Prairie State College University Park, IL

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