Customer Service/Clerical

Chiquita Baldwin

**** **** **** **** ▪ Norcross, GA 30092 ▪ 404-***-**** ▪ ********@*****.***

OBJECTIVE

To obtain a permanent position within the company where I can utilize my current management skills for improving quality assurance, training, and maximize customer satisfaction.

EDUCATION

DeVry University, BSBA Business Information Systems, June 18, 2005

Program Specific Skills: Accounting, Project Management, Database Administration

COMPUTER SKILLS

Visual Basic 6.0, Microsoft Access, SQL, HTML, Microsoft Office 2003, Orbit, ClarifyCRM, Crystal Reports, Microsoft Office

SUMMARY OF QUALIFICATIONS

Substantial experience in building a team that effectively supports client services, with the proven ability to drive the development of superior customer service and high performance. Hands on experience with hiring, training/developing, motivating, coaching, evaluating, and retaining qualified staff to ensure all service levels are achieved as per the clients needs. Extremely productive in a high volume telecommunications call center and proven ability to maintain service level, talk/wrap time, data, client, and customer satisfaction levels.

EMPLOYMENT HISTORY

Technicolor Enterprise Services, Alpharetta, GA

Call Center Manager June 2007 – Present

• Direct call center operations as a liaison between clients and call center employees.

• Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.

• Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.

• Conduct group training sessions.

• Coordinate the interviewing, hiring and training of the annual Fall Crunch Project for over 20 customer service representatives.

• Monitor interaction between staff and callers to ensure quality assurance standards.

• Review call center statistics to measure staff performance and the need for improvement.

Regional Coordinator – Channel 1 Dispatch October 2005 – June 2007

• Set up pick-up of equipment and service calls, updated computer database.

• Checked call logs for accuracy.

• Explained procedures for work orders to Field Service Representative and reviewed work of new technicians to assure accuracy of paperwork.

• Provided administrative and secretarial support to Field Service Representatives.

Technical Service Coordinator August 2005-October 2005

• Delivered world-class customer service and built customer satisfaction and loyalty.

• Provided effective and timely resolution of a range of customer inquiries.

• Strived for one-call resolution of customer issues.

• Completed ongoing training to stay abreast of troubleshooting and policy changes.

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