Customer Service Quality Assurance

Damitra Bourda

**** ****** **** ** ******, TX ***49

(214) 683- 4931

*******@***.***

OBJECTIVE: Proven ability to work creatively and analytically in a problem-solving environment. Thinks strategically, plans clear goals and delivers high-value results. Detail oriented, good communication, and presentation. Maximize my management skills, quality assurance, program development and training experience. Expertise includes:

• MS Word, Outlook, Excel, and PowerPoint

EXPERIENCE

American Airlines Center, Dallas, TX

Event Dispatch/Receptionist, September 2008-Present

• Answer telephones and direct caller to appropriate associate. Transfer caller to associate’s voicemail when associate is unavailable.

• Provide callers with information such as company address, directions to the company location, company website, and other related information.

• Communicate with callers in a professional, friendly and efficient manner, striving to minimize the amount of time spent on hold.

• Quickly and pleasantly answer incoming incidents, document it in the report, and call the appropriate personnel.

• Uses a computer-aided dispatch system.

• Send out a daily report of all the incidents to the appropriate personnel.

Usher, September 2007-September 2008

• Greet and assist guest with finding their seats and/or arena amenities.

• Provide assistance to fans as needed before, during, and at the conclusion of the game.

• Monitoring fans for inappropriate behavior and taking appropriate actions to ensure a safe and fun environment.

• Resolve customer service issues or work with supervisors if unable to do so alone.

• Having working knowledge of arena layout, including location of entry, seating sections, restrooms, ATM’s, arena clubs, and parking lots.

Kohl’s, Cedar Hill, TX

Sales Associate, June 2008- August 2008

• Responsible for greeting and offering assistance to customers as needed.

• Responds appropriately to POS backup calls and Service Desk calls and assists at POS and Customer Service as needed.

• Solicits, opens and activates Kohl’s Charge applications

• Performs and assists with price changes, fitting room recovery, sales floor.

• Shows initiative to work independently to meet presentation and recovery expectations.

• Assists in the execution of merchandizing and operational functions to Company Standards within sales floor area where assigned.

Diva Hair Designs, Grand Prairie, TX

Receptionist, March 2007-May 2007

• Welcomes customers by greeting them, in person or on the telephone; answering or referring inquiries.

• Direct visitors to the correct hairstylist

• Assist customers in retail section with questions regarding boutique items and hair care products

• Answer telephones, screen calls and refer callers to the appropriate individual.

• Assist with scheduling and re-scheduling appointments as needed.

• Maintain and organized the break room and stock room.

• Ensure that friendly, professional, efficient and courteous service is provided in a clean, well-maintained environment.

EDUCATION

DeVry University, Irving, TX

Bachelor of Science in Technical Management

Expected Graduation: 2012

Mountain View College

Attended 2007-2010

COMPUTER SKILLS

• Microsoft Office Word

• Power Point

• Microsoft Excel

• Microsoft Outlook

• Microsoft Publisher

• Microsoft Project

Contact this candidate