Customer Service Quality Assurance

Samuel Maurer

Email: abp6lf@r.postjobfree.com

Address:

City: Fort Worth

State: TX

Zip: 76131

Country: USA

Phone: 979-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Experienced in working in a fast paced environment that demands strong organizational, technical and interpersonal skills. Accomplish all tasks that are handed to me in a confident and poised manner. Able to interact well with individuals at all levels. Detail oriented and resourceful in completing projects and able to multi-task effectively

Educational Background:

High School Dipolma from University of North Texas, Denton TX 1/2001 to 12/2009 (Hospitality Management)

Job History / Details:

Professional Summary

Experienced in working in a fast paced environment that demands strong organizational, technical and interpersonal skills. Accomplish all tasks that are handed to me in a confident and poised manner. Able to interact well with individuals at all levels. Detail oriented and resourceful in completing projects and able to multi-task effectively

Core Qualifications

Quick learner

Computer proficient

Microsoft Office

File/records maintenance

Results-oriented

Client-focused

Detail-orientated

Strong work ethic

Self-Motivated

Organizational skills

Payroll

Scheduling

Cashier

Experience

May 2012 to 12/11/2012 12:00:00 AM

Nationstar Mortgage Lewisville, Texas

Claims Specialist

Verified that information in the computer system was up-to-date and accurate.

Updated departmental standard operating procedures and database to accurately reflect the current practices.

Verified and logged in deadlines for responding to daily inquiries.Processed confidential tax form information.

March 2011 to May 2012

Nationstar Mortgage Lewisville, Texas

Document Administration Representative

Maintained detailed administrative and procedural processes to improve accuracy and efficiency.

Verified and logged in deadlines for responding to daily inquiries.Coordinated meetings with other department managers and served as main liaison between sales and engineering staff.

Created databases and spreadsheets to improve inventory management and reporting accuracy.

Successfully established effective systems for record retention by creating database for daily correspondence tracking.

Standardized department filing system to increase efficiency.

Increased meeting efficiency by developing meeting agendas.

March 2010 to March 2011

Nationstar Mortgage Lewisville, Texas

Customer Service

Collected customer feedback and made process changes to exceed customer satisfaction goals.

Made reasonable procedure exceptions to accommodate unusual customer requests.

Provided accurate and appropriate information in response to customer inquiries.Demonstrated mastery of customer service call script within specified timeframes.

Addressed customer service inquiries in a timely and accurate fashion.Maintained up-to-date records at all times.Developed effective relationships with all call center departments through clear communication.

Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.

Built customer loyalty by placing follow-up calls for customers who reported product issues.

Formulated and enforced Service Center policies, procedures and quality assurance measures.

Trained staff on how to improve customer interactions.

Properly directed inbound calls in phone queues to improve call flow.

December 2003 to April 2006

Holiday Inn Express College Station, Texas

Hotel Concierge

Processed guest payments for room charges, food and beverage charges and phone charges.

Greeted and registered guests and issued room keys.Implemented high-impact sales and marketing initiatives, resulting in increased occupancy and profitability.

Recommended top dining and entertainment options for guests in the College Station

Monitored room availability using Opera

Balanced all rebates and other miscellaneous charges. area.

Delivered requested items to guests' rooms.

Processed credit card transactions during the checkout process.

Referred guests to local restaurants and recommended attractions in the area.

Greeted all guests in a courteous and professional manner.

Education

2009 University of North Texas Denton, Texas

Bachelor of Science Hospitality Management

3.0 GPA

Deans List 2009

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