ibs quality process specialist resume example with 16+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Professional Profile
To obtain a position as a Telesales Operations Supervisor, expand my current knowledge using any or all the skills I have obtained, to be beneficial to myself and profitable to my employer
  • Microsoft Office
  • MS Word
  • MS Excel
  • MS Power Point
  • MS Access
  • Customer Service
  • TNI
  • ICOMs (East and Midwest)
  • CSG
  • Issue Trak
  • AAD
  • Bentley Maps
  • Mapzilla
  • Dock
  • Witness Viewer
  • Witness QM
  • QMS
  • MyQuality by J. Lodge
  • BPA
02/2012 to Current IBS Quality Process Specialist Time Warner Cable | City, STATE,
  • Compile call data of completed audits into a Variance report monthly for leadership.
  • Create monthly audit rotation to ensure the teams work load is evenly distributed.
  • Export information from MyQuality and BPA to create trending and data reports usable by upper management.
  • Collect, compile and analyze data from work orders and call monitors and ensures their timely distribution and maintenance.
  • Enter data and information in spreadsheets, database applications, and word-processing.
  • Also creates tables, graphs, queries, reports, and presentations.
  • Organize meetings, trainings and other events.
  • Puts together materials for attendees.
  • Proactively seeking improvements and enhancements to work orders and call monitoring according to the business objectives.
  • Communication of new or revised processes on time and training of related parties, if necessary.
  • Continuing to seek improvement in Sales and Support desk calls and work order quality.
  • Assist in developing quality assurance plans for the Sales Support Desk.
  • Monitoring/Auditing calls completed by other QA members to ensure they are grading the calls appropriately according to current quality guidelines.
  • Monitoring/Auditing calls and providing necessary coaching for Sales and Support desk agents to ensure they are following the appropriate policies and procedures put in place by management.
  • Participating in an array of special projects and subject focused auditing requested by management on an as needed basis.
  • Responsible for working with my team to ensure we are meeting monthly goals and deadlines.
02/2010 to 02/2012 Telesales Support Desk Specialist Time Warner Cable | City, STATE,
  • Provides support to the Regional Telesales Group in a manner consistent with policies and procedures, quality standards, and customer needs.
  • Interact with Telesales Agents via phone and email communications with the main intent to provide assistance with work order entry and customer issues.
  • Serve as an intermediary between sales force and other departments to gain resolution on work order related matters to ensure work order accuracy and completion.
  • Speak with customers in a supervisor capacity in order to resolve any escalated complaints or issues in timely fashion.
  • Serve as subject matter expert in billing system and work order entry at the regional level.
  • Assist with creation of job aids for sales agents Track and maintain reports as assigned.
  • Communicate professionally with senior regional management.
  • Audits, corrects and tracks work order errors.
  • Assist with reviewing and testing new software and new versions of software used by sales agents.
11/2004 to 02/2010 Customer Services and Sales Representative Time Warner Cable | City, STATE,
  • Sell services by phone to customers and potential subscribers and in working to retain customer and maintain current service levels Assist customers with service repair problems including troubleshooting Cable TV, High Speed Data and Digital Home Phone products using diagnostic tools and schedule service calls as needed Served in a Lead capacity on my team, assisting team mates in resolving issues with order entry and understanding customer billing.
  • Assist my supervisor in duties such as corresponding with other departments to resolve issues for customers.
  • Worked independently using company tools, knowledge base and resources to make informed customer related decisions.
  • Answered customer billing and collections questions, take payments and resolve complex billing issues.
Expected in Dec. 2003 Bachelors of Science | Business Administration Accounting Lander University, Greenwood, SC GPA:
Business Administration Accounting
Expected in Sept. 2008 Completed Excellence in Customer Service | NCTI, , SC GPA:

Auditing, billing, billing system, Cable, coaching, Customer Service, database applications, email, graphs, leadership, materials, meetings, Access, MS Excel, Microsoft Office, Power Point, MS Word, monitors, Internet Research, order entry, policies, presentations, processes, quality, quality assurance, QA, sales, Sales and Support, Sales Support, spreadsheets, supervisor, tables, Phone, TV, troubleshooting, word-processing

Additional Information
  • Acheivements
  • Oct 2012- Quality Assurance Employee of the Month
  • 2008- 4th Quarter Recipient of Time Warner Cable Employee Recognition Award

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Resume Overview

School Attended

  • Lander University
  • NCTI

Job Titles Held:

  • IBS Quality Process Specialist
  • Telesales Support Desk Specialist
  • Customer Services and Sales Representative


  • Bachelors of Science
  • Completed Excellence in Customer Service

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