Call Center QA Management Assistant Resume Example Los Angeles Times

CALL CENTER QA MANAGEMENT ASSISTANT

Summary

Motivated, personable business professional with Bachelor of Science degree, and a successful 20 plus - year's record of accomplishment as an administrative computer savvy professional. Talent for quickly mastering technology. Diplomatic and tactful with professionals and non-professionals at all levels. Accustomed to handling sensitive, confidential information. Flexible and versatile able to maintain a sense of humor under pressure. Poised and competent with demonstrated ability to easily transcend cultural differences. Thrive in deadline-driven environments. Excellent team-building skills." I am experienced with comprehensive customer service; I am knowledgeable and have the ability to provide education on complex issues, competent with diffusing customer frustrations by providing solutions and determining service options. I am focused and organized and I have experience in the call center industry, I love technology and helping others.

Highlights

Microsoft Office proficiency
Proper phone etiquette
Articulate and well-spoken
Time management
Flexible
Works well under pressure
Social media knowledge

Excel spreadsheets
Meticulous attention to detail
Professional and mature
Strong problem solver
Invoice processing
Customer service-oriented
Self-starter

Accomplishments

Customer Assistance

Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.

Computed Data Reports

Provided required weekly, monthly and quarterly reports listing sales figures and client track records.

Customer Service

Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.

Customer Interface

Greeted customers upon entrance and handled all cash and credit transactions.
Assisted customers over the phone regarding store operations, product, promotions and orders.

Experience

Los Angeles Times January 2004 to January 2014 Call Center QA Management Assistant
Los Angeles, CA

Duties and Specifications Facilitate and or participate in Ops meeting - QA sessions as directed; Weekly - monitor customer and agent interactions via email response to customers and Voice Calls from customers to customer service and chat representatives.
Create reports of the results and send to outsourced vendor customer service and upper management.
Monitor customer and agent interactions to insure great service, to improve call center quality and customer service satisfaction; Analyze procedural accuracy, addresses specific call, and email grammatical and scripting issues, including opening and closing, thoroughness the representative's responses to specific product, service or technical questions, and general procedural and product knowledge.
Run, analyze, manage, and process The Business unit reports for upper management using current call center performance metrics, looking at improvements achieved since the last report.
Responsible for year-to-year comparative call reports showing progress towards company goals, or comparing separate call center locations.
Analysis consists of quantifying improvement, identify training and coaching opportunities/call drivers, and ways to increase the use of self-service systems, Identify reasons customers call or email or stop service.

Los Angeles Times Social Media Representative
Los Angeles, CA

As a Social Representative, I was responsible for daily media monitoring, responding to customer services issues; posted on Los Angeles Times social media sites.
Monitored external blogs, social networking sites, forums, and participated in conversations as needed to resolve customer service related issues.
I have coordinated with internal subject matter experts to prepare content for postings related to customer service issues on blogs, forums, and other social media sites.
Provide regular feedback to management regarding trends in customer services issues seen in social media.
I also identify, analyze, and resolve issues such as delivery issues, billing questions, credit card mischarges, and acting as the initial point of contact for requests.
Interacting with management across all departments to identify appropriate responses and ensure timely and positive online communications.
Respond to requests for technical assistance in person, via phone, electronically.
Diagnose and resolve technical hardware and software issues.
Research questions using available information resources.
Advise user on appropriate action, follow standard help desk procedures, open tickets when necessary.
Log all help desk interactions administer help desk software.
Redirect problems to appropriate resource.
Identify and escalate situations requiring urgent attention * Track and route problems and requests and document resolutions * Prepare activity reports Stay current with system information, changes and updates, use remote programing to join the customer to resolve technical issues.

United Parcel Service August 1990 to April 2004 Special Projects Analyst
Los Angeles, CA

Respond to project requests from Account Executives, take ownership of service issues, and interact with all UPS internal departments necessary to resolve issues to customers' satisfaction with major accounts.
Problem solving calls to other internal departments and other customer locations.
Develop special projects including presentations, spreadsheets graphs, which included researching information through the Internet to process unique customer requests.

United Parcel Service Marketing Analyst
Los Angeles, CA

Support all marketing activities to maximize both short and long-term profitability.
through market segmentation, revenue management, implementation support,.
business planning, and sales force management.

United Parcel Service National Accounts Associate
Los Angeles, CA

Focus on strategic planning, negotiations and implementation of contractual.
agreements within a multimillion-dollar setting that directly influenced the.
increase of millions of dollars in revenue.
Reinforced vital relationships between.
key decision makers and UPS management.

United Parcel Service Senior Accounts Associate
Los Angeles, CA

Worked independently in a high-volume sales department; assisted; prominent customer with obstacles or special request.
This required good judgment and creative problem solving to retain goodwill and corporate integrity.
Positive results were imperative to assure continuity in overall sales program.
I structured and implemented critical path scheduling, and monitored and reported quarterly and annual growth results for key accounts.

United Parcel Service Customer Service Associate
Los Angeles, CA

Effectively respond to a high volume of customer requests requiring conflict resolution skills.
I was able to achieve numerous complete turnarounds through restructuring measures and selectively utilizing a network of resources.
I enhanced customer perceptions and relations I improved my organizations reputation and produced results for my customers and UPS.

Education

University of Phoenix 1988 Bachelor of Science: Business Management Los Angeles, CA, Los Angeles

Skills

billing, business planning, call

center, call center, Clerical, closing, coaching, Strong interpersonal skills, communications skills, hardware, conflict

resolution, content, creative problem solving, credit, customer services, customer service, delivery, drivers, email, Focus, graphs, help desk, marketing, market, MS Office Suite, negotiations, network, networking, presentations, Problem solving, progress, quality, QA, researching, Research, sales, scheduling, scripting, spreadsheets, strategic planning, structured, team player, technical assistance, phone, unique

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Call Center QA Management Assistant Resume Example

Resume Score: 90%