Customer Service Quality Assurance
Resume:
Andre Dekle
Raleigh, NC ***09
C: 919-***-****
***************@*****.***
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EXPERIENCE
Telephone Interviewer
RTI International, Raleigh, North Carolina
September 2011- present
● Contact potential sample members and screen for study eligibility.
● Ensure all confidentiality protocols are followed.
● Respond to incoming inquiries and answer sample members questions.
● Ask survey questions verbatim from the project survey and/or questions based on an outline (Record responses accurately)
● Document problems that occur during interviews, such as individuals refusing to answer certain questions or to participate in the survey, as well computer-assisted telephone instrument problems.
● Attempt to convert subjects who have previously refused to participate in a particular survey.
● Maintain the social science telephone researcher's minimum quality standards for telephone data collections
● Interview assigned survey participants by telephone for a variety of projects.
● Trained and worked on World Trade Center Health Registry.
Apple Technical Coaching Supervisor
Affiliated Computer Services, Raleigh, North Carolina
April 2010- September 2011
● Expanded skills dealing with customers and building rapport with advisors and trainees
● Provided technical customer service support for various devices and software needing to run devices.
● Monitored calls and coached new advisors to ensure customer service standards were met and all protocols were followed.
● Provided feedback to help advisors in areas such as positioning statements and call efficiency, and professional communication.
● Managed staff, answering questions, providing support, and ensuring quality assurance on the floor.
● Ensuring all advisors follow policies and procedures requested by the client.
● Trained/Certified coaching supervisor
Customer Service Associate
Michaels Arts ‘N Crafts, Raleigh, North Carolina
September 2009 – April 2010
• Managed phone lines and assisted in custom orders.
• Communicated customers’ special requests to management.
• Scanned in new inventory/merchandise and helped ship out orders.
• Providing a friendly and stress free shopping environment.
• Maintained solid product knowledge as well as placement throughout the store.
• Stocked and kept detailed inventory records.
Customer Sales Associate
Sears- Lawn and Garden Department, Raleigh, North Carolina
August 2007 – January 2008 (Seasonal)
• Provided personal assistance to customers on sales floor
• Stocked inventory, kept record of sales
• Extensive knowledge of all products and warranties
• Providing a friendly and stress free shopping environment.
• Stocked and kept detailed inventory records.
COMPUTER SKILLS
• Proficient in Microsoft Office including, MS Word, MS Excel, MS PowerPoint, Adobe Acrobat, Adobe Illustrator, Soft-Phone Services
• Typing 40wpm.
EDUCATION
• Wake Technical Community College, Raleigh, North Carolina
Associates in Science, Currently enrolled
• Millbrook High School, Raleigh, North Carolina
High School Diploma, May 2008
VOLUNTEER WORK
Construction Work/ Relocation Services
2007 – present
• Provided construction services free of charge for local church organization.
• Provided relocation services free of charge for members of the community.
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