Quality Assurance Service Representative,Customer Service Representati

Sephora L. Long

**** ******** ****, *******, ** *6036 817-***-**** ad8cih@r.postjobfree.com

Summary

Job Objective: An experienced professional, in quest of a challenging opportunity to explore skill-sets in the field of quality assurance, and contribute to organizational growth and development of the company to ensure that compliance and expectations are adhered to. Highlights of Qualifications:

Over 20 years of customer relations experience

First Lead Specialist to complete EDO Training

In-depth knowledge of Mastermind Enterprise, Mastermind Business, MAS, STAGES, Copanet, TFPAS iBPS Facilitator for Advanced Problem Queue, Advanced Alarm Procedures, Employee Management, and Advanced Maintenance Equipment & TDD.

Assisted in the development and testing of STAGES software with Brinks Home Security Oversee and maintain the receiver training and record keeper of the department UL book Was a member of the Reconciliation Team to review and update monitoring procedures before becoming ADT

Self-motivated, organized and possess the ability to work independently Proficient in Microsoft Office – Word, Excel, and PowerPoint Strong leadership, writing, analytical, and communication skills Ability to multi-task and complete projects on time Professional Experience

Customer Service Representative

RemX (McKesson Pharmaceuticals). September 2023-February 2024

• Remote call center agent . Received inbound calls from patients for their medications.

• Used my soft skills like

communication and empathy.

• Problem-solving solving skills such as adaptability and conflict resolution, were used daily.

• I also used technical skills like knowledge of CRM tools and juggling different platforms.

Amazon Warehouse Associate August 2019 – November 2022 Amazon

• Scan packages to each pallet to assure that they go to the correct area.

• Wrap pallets up and close, then move them to the designated area so that someone on a fork lift can come around and take them to the loading area.

• Also would have to split the packages into a certain number range so it would be easier for the people scanning to know what side to place the packages.

• Able to stand at the front of the conveyor belt and sort each package depending on the letter. Learn always doublecheck your work and to doublecheck the boxes to make sure that everything is good and its ready to be sent out to the customer.

• Skills used computer skills; organization and time management skills; inspecting inventory to ensure no loss of product.

• Accomplishments within only a few months, i moved up from my starting position as a picker to a problem solver.

ADT – Irving, TX 10/2015 – 07/2018

Quality Analyst

• An experienced professional, with a challenging opportunity that explored skill-sets in the field of quality assurance, and contributed to organizational growth and development of the company to ensure that compliance and expectations were adhered to.

• Provided customer feedback and internal compliance feedback to management.

• Listened to calls either recorded live or side-by-side while communicating feedback.

• Identified calls failing to meet predefined standards and identified the problem.

• Implemented agent training and coaching initiatives.

• Design training sessions for the new employees and educate them on technical aspects, communication skills, application of knowledge, problem-solving abilities, etc. ADT – Irving, TX 4/2013 – 10/2015

Team Lead, Customer Care Irving CMC

• Provided immediate assistance and feedback to Reps on operational procedures

• Assisted Team Manager in identifying coaching needs

• Maintained a service-oriented attitude while processing in-bound calls to the point of resolution

• Provided technical customer and specialist support using the phone in accordance with established company policies and procedures, including, but not limited to answer customer and representative questions, troubleshoot alarm system problems, research alarm, service, and payment history, contact branches when needed, and approve and/or request Emergency Service in accordance with company established guidelines

• Effectively resolved escalated customer complaints through diligent research and courteous service

• Provided a positive example by demonstrating a positive attitude, above average work habits, good attendance, and overall CMC and alarm system knowledge

• Monitored team and departmental queues daily to ensure timely follow-up on customer issues

• Recommended alternatives for improving customer care to internal customers

• Notified immediate supervisor of all equipment and software problems

• Participated in ongoing training provided by Training and Development

• Served as backup support for Resolution Desk in event of service level needs, including the following tasks, but not limited to effectively resolve escalated customer complaints through diligent research and courteous service, provide feedback on quality and training opportunities by accurate database tracking and communication to Customer Care Leadership team, reviewed calls in CAD to research and resolve customer complaints, and answered questions from Customer Care Specialists, Senior Specialists, and Business Security Services Specialists that could not be located on the intranet

• Assisted with training and on the job experience in regards to explaining policies and procedures, offering additional tools and techniques to meet department Standards for quality, reliability, and not ready time, and observe calls side-by-side with new hire trainee/Specialist and provide feedback

• Performed special projects and other duties as assigned, including, but not limited to place outbound calls, prepare outgoing mail, update customer accounts, and coaching

• Worked in conjunction with supervisor to provide leadership and mentoring as needed ADT – Irving, TX 4/2003 – 4/2013

Lead Specialist - Outbound

• Ensured Receiver Training has been completed for my immediate team each month.

• Worked closely with my Supervisor on the developmental needs to help in the performance of each Emergency Dispatch Operator/STAGES operators on my team. Identify reasons why and give constructive feedback.

• Adhered to all floor policies and communicate floor policies to Emergency Dispatch Operators/ STAGES operators to ensure a comfortable and professional work environment.

• Assisted supervisors and other Lead Specialist to enforce ADT Monitoring policies and procedures, including noise level, professionalism of Operators, and floor cleanliness.

• Assisted Emergency Dispatch Operators/STAGES operators with alarm handling questions and alarm procedures.

• Received incoming calls from emergency agencies, technicians, and operators.

• Kept STAGES queues current, enter and update Master Mind with information gathered from Emergency Dispatch Operators/STAGES Operators

• Trained and mentored STAGES Advanced operators to help in the development of their career path.

ADT (formerly Broadview Security) – Irving, TX 8/1997- 4/2003 Monitoring operator/Emergency Dispatch Operator

• Initiated necessary action when irregular signals are received or trouble develops

• Worked with outside repair technicians, guards, etc. to ensure that signals are received properly and that circuits and signaling devices are restored to normal operation

• Notified appropriate authorities and customers if alarm signal is received. Must be able to adhere to standard operating procedures and special instructions

• Read, interpret and record signals received from customer's premises as needed

• Responded quickly and precisely to incoming phone calls

• Documented all alarm activity and subscriber phone calls via PC and activity reports.

• Assisted customers via telephone with technical alarm questions.

• Contacted customer via telephone to inquire about unusual events with the customer's alarm system (i.e., not closing or opening on time)

• Updated restricted data such as phone numbers

EDUCATION

Tyler Jr. College Tyler, TX 1992 - 1994

Associates of Arts

Gilmer High School Longview, TX 1989 – 1992

Basic / College Preparatory

Longview High School Longview, TX 1989 – 1989

Basic / College Preparatory

References available upon request

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