Customer Service Quality Assurance

Misty Hester

*** * **** ******, ******, AL ****3 ( 706-***-**** ( abh4fo@r.postjobfree.com

Qualifications Summary

Results-oriented leader with demonstrated ability to think creatively when

making complex business decisions with a sense of urgency. Experience

motivating others, while making a significant contribution to more

effective and efficient operations. Adapts quickly to changing business

needs. Expertise includes:

( Supply Chain Management ( Retail Sales & Mgmt (

Customer Service

( Contract Labor Management ( Process Improvement ( Coaching

( Employee Development ( Adv Computer Skills (

Training

SELECTED Accomplishments

. Conducted Cosmetic Training which yielded a 93% class average pass rate.

. Precedent-setting record of 45 days with zero defects due to process

improvements.

. Saved company $200K due to false DHL claims.

. Initiated daily product visibility report, which resulted in a 10%

reduction in customer billing errors.

. Increased individual performance by 60% for 21 teammates through coaching

and recognition.

PROFESSIONAL EXPERIENCE

T-Mobile - LaGrange, GA 2004-Present

Distribution Supervisor - A-Stock Recovery, 2009 - present

Manage a team of 35 associates and coordinate all production efforts of

Distribution/Receiving departments. Direct and motivate employees through

coaching and recognition to increase individual and department productivity

aligned with customer demand and service level agreements. Experienced in

several Enterprise Resource Planning (ERP) systems including SAP, PkMS, and

Crystal Reports.

. Hired and trained over 60 employees and contract labor.

. Surpassed performance improvement levels by 33% while maintaining

aggressive service level agreements.

. Generate daily production reports for Finance team.

. Improve processes to promote quality and minimize unnecessary touches

by implementing 5S.

. Received top Management ratings in employee satisfaction survey

Distribution Lead AWRE and Retail Returns, 2006 - 2009

Led and monitored Retail Returns department dealing with the receipt of

over 30k returned handsets and accessories a week. Ensured service level

agreements met daily by monitoring deliveries. Balanced the needs of

supervisor, provided excellent communication to team members, and

maintained confidentiality.

. Served as interim supervisor for three months which resulted in

promotion to supervisor.

. Introduced four different department layouts which resulted in a 33%

increase in departmental production.

. Implemented Individual Performance Metrics process.

. Documented all department processes and created more than 20 work

instructions.

. Improved processes to promote quality and minimize unnecessary touches

by implementing 5S.

Customer Support Specialist, 2005 - 2006

Researched call center customer's issues and assisted with customer calls.

. Created daily Restocking Fee report for Handset Leadership Team which

resulted in correctly adjusting ~1,000 customer accounts monthly.

. Created daily Upgrade Handset Returns report for Finance department.

. Conducted bi-weekly inventory counts.

Technical Operator/Quality Assurance Auditor, 2004 - 2005

Troubleshoot all models including, Samsung, Motorola, Nokia, Siemens, and

Sharp to identify functional problems.

. Logged phones in and out of Service Central for inventory purposes.

. Conducted daily and weekly inventory count for the NRC weekly audits.

. Audited Third Party repaired product for cosmetic acceptance and

functionality.

. Created various reports for management.

Movie Gallery - Valley, AL 1998-2002

Store Manager

Managed a staff of 10 Retail Associates in a fast-paced location, which

included setting daily schedules, maintaining all paperwork, purchasing

supplies, and inventory replenishment. Held HR responsibilities for new

hires and all hourly employees, including new hire paperwork, evaluations,

payroll, and termination papers.

. Initiated daily product audits which resulted in the lowest P&L in the

district.

. Consolidated and reorganized previously-owned movies/games in a

central location resulting in a 15% increase in sales.

. Commended for record district/store goal for MVP sales.

. Eliminated unnecessary documentation at check-out resulting in a 10%

increase in preorders.

Education and advanced training

Certificate, Business Education Chambers County Area Vocational Center -

LaFayette, AL, 1999

Associate Degree, Business Science, University of Phoenix, anticipated

completion 2011.

Professional Education: T-Mobile Leadership Academy, Essentials of

Leadership,

Giving Effective Feedback, Root Cause Analysis, Leadership Development

courses

Technical Education: Advanced Computer Skills, Microsoft Office,

Sharepoint, PKMS, SAP R/3, Crystal Reporting, Samson, VASA

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