Customer Service Quality Assurance
Resume:
Deborah Rosello
Ellijay, Ga. ***** *.*********@*****.*** Home: 706-***-****
More than 20 years in the call center industry specializing in day to day operations, team building, problem solving, and staffing. My goal is to find a company with room for growth and stability.
Areas of Expertise
Customer Service Management
Complaint Handling & Resolution
Developmental Planning Customer Satisfaction Enhancement
Sales & Margin Improvement
Quality Assurance Teambuilding & Training
Cost-Reduction Strategies
Compliance Strategies
Professional Experience
Advanced Retail Solutions –Alpharetta, GA 9/11 to present
Purchasing Manger/Acquisitions
The position was created for me by the CEO, Michael Reyes. During his restructuring of the company he felt my prior experiences would benefit his company and allow it to grow. Selected Contributions:
Developed and trained customer service and purchasing agents.
Developed training manual for entire company
Established relationships with brokers in search of companies for sale performing similar functions
Restructured the entire purchasing department (policies , procedures, work practices and issuing purchase orders)
E-SolutionServices Ft. Laud., FL 12/08 to 1/09
Owner & Operator
I designed E-SS to offer customer service management support for call centers in need of establishing a new and successful direction for departments in distress. Other areas within the company would offer virtual administrative support as well mobile notary and E-Notarization. Selected Contributions:
Contracted by a leading call center in the insurance health care sales industry, to assist in the development and introduction of quality customer service for a high paced sales floor. Established a quality assurance department and coached while mentoring supervisory staff to ensure satisfactory development through the sales floor.
Developed performance evaluations for all staff as well as coaching and teambuilding strategies.
Took the overall customer satisfaction from 55% to currently 95% allowing the company’s business to generate a higher client base; driving up sales and retention to an overall 87%.
R.A.M. Unified & Associates Coral Springs, FL 5/04 to 12/08
Director of Operations, 5/04 to 12/08
Contracting & Sales Support, 11/05 to 12/08
Established call center operations for the outbound call center. Staffed 45 seats for an aggressive outbound call center while creating support for more than 300 licensed insurance agents across the US for a Medicare campaign. Selected Contributions:
Worked closely with the Centers of Medicare and Medicaid to ensure lawful practice during initiation of client contact and enrollment in the Medicare Part C program.
Planned and introduced training programs that enhanced employee performance and helped build a motivated workforce.
Assisted in the contracting process of company and major carriers of the Medicare programs.
Staffed call center, supervisory staff, office staff as well as directives on how each department should move forward to run successfully to meet company direction.
IRT – Miramar, FL
4/02 to 4/04
Supervisor
Hired to supervise the T-Mobile campaign for the evening shift then transferred to assist as operations manager to assist in the development of the customer service department as a whole. Selected Contributions:
Monitored customer service agents to assist the representative in development of opportunities to deliver excellent customer service while working closely with the client to ensure all policies and procedures are followed through as expected.
Worked closely with workforce, to ensure correct staffing for predictions of inbound calls to minimize customer wait time in queue as well as keeping overtime to 0%.
Handled yearly reviews and development for opportunities for further promotions of staff.
Fostered new ideas as I created a positive working environment to ensure a pleasant work atmosphere.
Presented with awards for Supervisor of the month & Excellent Attendance
Education and Training
Coconut Creek High School, 1986
Earned High School Diploma
Guru Software, 1998
Oracle & Developer 2000 Programmer
Continuing Education Certificate with Rockhurst University, 2001
Coaching, Mentoring & Team-Building Skills
Concord College (formally, Florida College of Medical & Dental Carriers), 1998
Medical Assistant
Bilingual in Spanish (Reading & Writing)
References furnished upon Request
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