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correspondence quality analyst resume example with 7+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Career Overview

Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success. Customer focused with eight years experience in retail and call center settings, particularly in banking.

Core Strengths
  • Excellent written and oral communication skills
  • Proficient in Microsoft Word, Excel, PowerPoint and Outlook
  • Strong problem solving ability


  • Strong organizational skills
  • Active listening skills
  • Sharp problem solver
Accomplishments

Customer Service

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

Customer Assistance

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

Multi-tasking

  • Cashiered with two cash registers at once in tandem to maximize customer flow.

Work Experience
09/2014 to 04/2015
Correspondence Quality Analyst Surgery Partners Southhaven, MS,
  • Identify and correct errors in correspondence intended for customers.
  • Excelled in exceeding daily identifying and correcting goals and quality standards.
  • Cross-trained and provided back-up for other customer service representatives when needed.
03/2013 to 09/2014
Card Services Customer Service Specialist Scheels Sports The Colony, TX,
  • Addressed 70 email inquiries per day.
  • Delivered Customer Service via email and resolved issues relating to card usage, website usage and general account inquiries.
  • Excelled in exceeding daily response goals and quality standards.
  • Cross-trained and provided back-up for other customer service representatives when needed.
  • Assisted in training new employees.
03/2012 to 03/2013
Electronic Financial Service Correspondence Advisor JP Morgan Chase City, STATE,
  • Addressed 100 email inquiries per day.
  • Delivered Customer Service via email and resolved issues relating to card usage, website usage and general account inquiries.
  • Excelled in exceeding daily response goals and quality standards.
  • Cross-trained and provided back-up for other customer service representatives when needed.
  • Assisted in cross-training peers.
  • Assisted with creating email templates for a new website.
07/2011 to 03/2012
Electronic Financial Service Phone Advisor JP Morgan Chase City, STATE,
  • Answered 120 calls per day.
  • Delivered Customer Service and resolved issues relating to card usage, website usage and general account inquiries.
  • Provided accurate and appropriate information in response to customer inquiries.
  • Made reasonable procedure exceptions to accommodate unusual customer requests.
  • Selected as a peer coach to new hires.
  • Exceeded expectations in call handle-time, quality standards and scheduled adherence in a fast paced call center environment.
04/2011 to 07/2011
Call Center Scheduler Familia Dental City, STATE,
  • Answered around 50 calls per day from various locations throughout the United States.
  • Made outbound calls to customers to confirm appointments and to make appointments for necessary procedures.
  • Demonstrated mastery of customer service call script within specified timeframes.
  • Educated patients about proper oral hygiene and prevention of dental diseases.
  • Provided appropriate postoperative instructions as prescribed by dentist.
05/2008 to 04/2011
Cashier/Supervisor/Marketing Coordinator Golden Corral City, STATE,
  • Correctly received orders, processed payments and responded appropriately to guest concerns.
  • Prepared and served beverages such as coffee, tea and fountain drinks.
  • Assisted diners with seating as needed
  • Cleaned and maintained the beverage area, display cases, equipment, and order transaction area.
  • Up-sold additional menu items, beverages and desserts to increase restaurant profits.
  • Took necessary steps to meet customer needs and effectively resolve food or service issues.
  • Trained new hire servers and cashiers.
  • Helped with opening of new restaurant and assisted in training new employees.
  • Assisted management with monthly inventory control and weekly stock ordering.
  • Collaborate ideas with the managers to bring in new customers.
09/2007 to 04/2008
Cashier TJ Maxx City, STATE,
  • Operated a cash register to process cash, check and credit card transactions.
  • Maintained knowledge of current promotions, policies regarding payment and exchanges, and security practices.
  • Maintained visually appealing and effective displays for the entire store.
  • Marked clearance products with updated price tags.
Educational Background
Expected in 2008
High School Diploma:
Elgin High School - Elgin, IL
GPA:
  • Compacted German curriculum from four years to two years
  • Varsity Band
  • German club Secretary
  • Office page for four years
Expected in 2015
Certificate: Administrative Assistant
Penn Foster - ,
GPA:

Office Administration coursework

Languages

Fluent in Spanish and English.

Conversational in German. Graduated from DANK in 2004, an 8 year Saturday school.

Skills

Working effectively as part of a team.

Attention to details.

Punctuality.

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Resume Overview

School Attended

  • Elgin High School
  • Penn Foster

Job Titles Held:

  • Correspondence Quality Analyst
  • Card Services Customer Service Specialist
  • Electronic Financial Service Correspondence Advisor
  • Electronic Financial Service Phone Advisor
  • Call Center Scheduler
  • Cashier/Supervisor/Marketing Coordinator
  • Cashier

Degrees

  • High School Diploma
  • Certificate

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