Quality Assurance Specialist Resumes in US-Colorado-Denver: See Resume

Quality Assurance Specialist Resume

Contact Candidate

Name:

See Resume

Location:

US-Colorado-Denver

Experience:

1-3 yrs

Willing to Relocate:

Willing to Travel:

Most Recent Job Title:

Quality Assurance Specialist

Personal Website:

Objective:

12 years experience in Customer Service, Support and Training. Worked extensively within a supervisory and training position for the past 4.5 years. Call center supervision experience with call center training manual authoring. Experience with Fire and Life Safety program as Floor Warden. Teamed with Call Center Supervisors to improve representative sales techniques.

Resume Text:

Let us help you find a job, submit your resume now.

.....Begin Resume Preview.....

Floor Warden for Fire & Life Safety Program. Established evacuation plan for floor that seated over 200 employees. Coordinated team of Assistant Floor Wardens & Searchers. Assisted in the creation of Crisis Management & Business Continuity Plan for newly created department. Completed Sarbanes-Oxley training to ensure call center compliance.

9/2002 – 3/2004
Customer Relations Specialist
Answered incoming calls from ‘tagged’ customers with multiple products answering billing questions and utilizing Interview, Offer, Close techniques to ensure customer satisfaction with services. Assisted with the relocation of teams to different locations. Acquired data and produced reports for Lead Process Analyst and Sales Support Specialist. Managed project sweeping SCATS revenue system to confirm or move revenues for over 200 representatives on a daily basis. Worked with office Resource and Results Analyst to complete Consultative Behavior Quality Review and One Page Plans for the office on a monthly basis by deadline.

10/2001- 9/2002
Sales & Service Consultant
Answered incoming calls from residential customers regarding billing or service questions. Daily responsibilities included tracking of daily sales in order to meet monthly objectives. Assisted Coach with team contests and team motivation.

4/2001 – 10/2001
Customer Service Manager
Supervised team of 19 Sales & Service Consultants. Daily duties included motivating team to meet sales objectives. Maintained individual files for employees to track attendance, Customer Commendations, and disciplinary actions as applicable. Added development coaching by call observations and feedback. Attended weekly staff meeting with team leader. Filled in as Resource Allocation Manager. Responsibilities included monitoring agent adherence to daily schedule. Maintained daily vacation schedule and representative entitlement time records. Corrected daily schedule to reflect any unexpected change in representative schedule. Utilized CATS system to program representatives into ACD phone system for accurate call statistics.
7/2000 – 4/2001
Team Support Manager
Supported a management team consisting of a Team Leader and 5 Customer Service Managers. Provided daily call center results in reports. Resolved customer problems escalated from Customer Service Managers. Managed and updated Crisis Management & Business Continuity Plan. Floor Warden for Fire & Life Safety Program. Completed monthly audits of manger payroll and vacation calendar. Provided updated headcount reports and organizational charts on a weekly basis. Provided monthly Budget and Service presentation to Executive Vice President of the Organization. Attended weekly staff meetings and provided notes from each meeting. Competed analysis of Cost per Minute for Enhanced Service Center. Completed monthly budget analysis for Enhanced Service Center. Assisted in the turnkey from Enhanced Service Center to the new Denver Customer Care Center.

2/2000 – 7/2000
Sales Support Specialist
Answered incoming calls from residential customers regarding the use of features and trouble shooting of Customer Premise Equipment (e.g. Caller ID units & phones) and Advanced Intelligent Network Products.

11/1995 – 2/2000 Guy’s Floor Service Aurora, CO
Administrative Project Assistant
Provided administrative support to Project Manager. Coordinated installation and repair of hard surface coverings (e.g. carpet, tile, hardwood, vinyl) with local builders and new homeowners. Maintained individual files on all building projects. Maintained appointment calendar for Field Supervisors.

10/1998 – 6/2000 Suncoast Motion Picture Company Lakewood, CO
3rd Key Manager – Part Time
Trained and supervised part time employees. Opened and closed retail store. Produced window displays with new merchandise. Recorded daily financial information. Completed bank deposits and change order pick-up at the bank.

1993 - 1995 TASCOR @ IBM Boulder, CO
Analyst/Publications Administrator

Completed daily updates to database containing in-print publications available to customers. Author for call center training manual. Provided one month of out-of-state training for new call center in Raleigh, North Carolina. Provided customer support for IBM employees located worldwide outside of North America via e-mail.

Customer Service Representative

Answered incoming calls from North American customers for IBM publications. Completed database searches and placed orders for shipment.

A job posting with Bronze, Silver, or Gold Priority is required to veiw full resumes.
Click here to post a job now.

LUCKYDOGJOBS

The Lean and Mean Job Hunting Machine