Customer Service Quality Assurance

Jennifer L. Lewis

**** **** **** ****** *****, Oklahoma 74133 918-***-**** **********@*****.***

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Summary

I am a motivated and hard working individual with experience in assisting customers in all aspects. I work hard to ensure I complete each task I’m given. I exhibit strong communication skills and great work ethic, with an emphasis on customer satisfaction.

Skills

Lead my peers by setting a great example.

Use teamwork to get the most out of everything I do.

Multitask and complete assignments by the deadlines given.

Create new ways of doing things in order to get desired results.

Work Experience

AVIS BUDGET GROUP (06/11-current)

• Specialty Reservation Agent-took calls from customers and businesses and assisted them with their order for a vehicle including CEO members and special disability reservations.

DIRECTV (08/04-02/11)

2021 s. Sheridan

• Customer Service Representative-took calls from DIRECTV customers regarding technical issues they were experiencing while providing the utmost respect and customer service to promptly address their concerns.

• Team Leader Upgrade- assisted team of 15 agents while they took calls from DIRECTV customers. Supported several teams in help desk via chat.

• Email Escalation team- Answered email from DIRECTV customers regarding various account questions and concerns while working with several departments to ensure true customer satisfaction.

• Access Card Team-addressed escalated issues such as agreement disputes or fraud cases.

• DIRECTV Missoula- Participated in the launch of a new customer contact center. While there, I was promoted to upgrade team lead and was responsible for managing a team of 15 agents. Performed Quality Assurance on each agent and lead several team meetings.

West Teleservices (05/04-07/04)

3810 S 103rd East Ave

• Entertainment Consultant- Worked for the DIRECTV line group taking technical calls from customers and helped troubleshoot and address their concerns.

Pizzeria Uno Chicago Bar & Grill (02/04-05/04)

61st memorial closed

• Waitress- took customers orders and served them promptly while providing great customer service.

May’s Drug Store #24 (02/03-02/04)

5626 West Skelly Drive

• Cashier and Stocker-assisted customers by ringing up their purchases and ensured the store was clean and tidy and the shelves were always well stocked.

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