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Quality Assurance Coach Resume Example

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QUALITY ASSURANCE COACH
Summary

I am a charismatic candidate with 10 years' experience in customer service and 8 years quality assurance experience. Who specializes in quality service, customer retention, productivity, and team management. I adapt well to frequent changes and working under pressure. I am seeking a full time job that offers challenges with the opportunity to show my dedication. I would like the opportunity to gain the additional knowledge while utilizing my current skills and abilities to work for a reputable company.

Highlights
  • Time Management Skills
  • Conflict resolution techniques
  • Strategic thinker
  • Exceptional communicator
  • Effective Listening
  • Team management
  • Excellent interpersonal and coaching skills
  • Data Entry Skills
  • Strong problem solving ability
  • Troubleshooting skills
  • Focused on customer satisfaction
  • Proficient with Microsoft Office Suite
  • Detail-oriented
  • Skilled multi-tasker
Experience
Quality Assurance Coach Jul 2013 to Current
 General Dynamics Information Technology － Sandy, Utah
  • Contact Number: 801-316-6798
  • Call Listening Specialist taking on urgent requests to handle research on trends and procedures that need immediate correction. Providing feedback for weekly training releases and updates on common trends within the center.
  • Quality assurance monitoring chat sessions/phone calls for the Marketplace to ensure standard procedures are followed and first call resolution is provided.
  • Quality assurance monitoring chat sessions/phone calls for Medicare/Medicaid to ensure standard procedures are followed and first call resolution is provided.
  • Scoring chat sessions/phone calls to ensure all guidelines and requirements are met on each chat/phone call.
  • Attending weekly calibrations to ensure all scoring is completed accurately and per guidelines and policies.
  • Completing trainings and "CUP" topics to ensure update knowledge on all facets of my position.
  • Completing agent time cards for payroll purposes.
  • Assisting callers with setting up Marketplace accounts and completing applications for the affordable health care act.
  • Helping callers compare and enroll in health care plans.
  • Assisting callers in managing their Healthcare.gov accounts.
Quality Supervisor/Customer Service Jan 2011 to Apr 2013
 Easton-Bell Sports － Salt Lake City, UT
  • Contact Number: 888-259-1297
  • Quality Assurance Supervisor - I implemented the quality department to improve the customer satisfaction rate along with decreasing the percent of escalated issues. This included implementing a call flow process and quality scorecard. Providing training and continues feedback to agents and working with other management.
  • Assisted with monitoring/scoring agent phone calls. Providing feedback to the agents in areas with room for improvement and providing them with proper training resources. Created the call scoring process and scoring aid tools. Participated in bi-weekly/monthly quality calibration meetings to help ensure consistency within quality. Received bi-weekly/monthly feedback sessions regarding my continued growth as a quality assurance coach.
  • Escalation Specialist - Implemented an escalation process/position. The sole responsibility for this position is to handle all supervisor/high level escalated issues within 24-48 business hours. Along with being required to maintain the call stats of a customer service representative while addressing any escalated issues. Compiled data for each escalated call and provided training on deescalating future customer issues.
  • Customer Service - Assisted with in/outbound calls working with customers/vendors/retailers initiating warranty returns and/or placing orders. Ensured return instructions and policy guidelines are provided to the consumer. Any question/concern would be directed to me for the following: Bell, Giro, Blackburn, Ecomm/Sales, Lacrosse, and Canada products.
  • Assistant Trainer - In this role I provided training in all facets of the job description, which included: Bell, Giro, Blackburn, Ecomm/Sales, Lacrosse, New Hire and Canada. I was assigned team lead role over 3-4 specific agents to help them with their growth and development. As well as creating motivating incentives that provide a great work environment and team aspect.
  • Work Related ActivitiesI was involved in several charitable events including food drives, making blankets for primary children's hospital, and assisting with activities for the boys and girls club of Utah.
Store Clerk/Customer Service Sep 2010 to Oct 2010
 Check N Go － Kearns, UT
  • Contact Number: 801-955-5700.
  • Customer Service/Clerk - Assisted customers with qualifying for payday loans, installment loans, loading access cards, and Western Union payments/transfers.
  • The sole responsibility was to maintain all store requirements, which include: opening the store, daily bank deposits, cash handling/safe balancing, filing/updating customer files, store upkeep and closing the store.
Data Entry Apr 2010 to Jul 2010
 Corelogic/First American － Sandy, UT
  • Contact Number: 801-303-2400.
  • Inbound Data Entry - Assisted brokers and realtor's with setting/extending property inspection dates and completing data entry on property valuations.
  • During slow days I would offer additional assistance to the outbound team assisting associates regarding a late or missed appointment that needs to be rescheduled.
Quality Assurance Coach Jun 2008 to Feb 2010
 Overstock.com － Salt Lake City, UT
  • Assisted with monitoring/scoring agent phone calls, emails and chats.
  • Providing feedback to the agents in areas with room for improvement and providing them with proper training resources.
  • I assisted with directing monthly quality calibration meetings to help ensure consistency within quality.
  • This position includes receiving bi-weekly/monthly feedback sessions regarding my continued growth as a quality assurance coach.
Online Banker Mar 2007 to Jun 2008
 Wells Fargo Bank － Salt Lake City, UT
  • Assisted customers with online banking questions including the following: How to setup their bill pay accounts, online system trouble shooting, direct deposit advances, account banking questions and up-sell products that may benefit the customer.
  • This includes the responsibility to meet the daily sales/daily stat requirements.
Quality Assurance Coach/Customer Service Jan 2006 to Mar 2007
 Convergys - DTV Project － West Valley City, UT
  • Assisted with monitoring/scoring agent phone calls.
  • Providing feedback to the agents in areas with room for improvement and providing them with proper training resources.
  • Ensured all agents are trained and up to date with the DTV policy and procedures.
  • This position includes receiving bi-weekly/monthly feedback sessions regarding my continued growth as a quality assurance coach.
Education
GED 2010 Tooele County School － Tooele, UT
Skills
banking, billing, bi, calibration, cash handling, closing, coach, Coaching, Interpersonal Skills, Customer Service, Customer Service Skills, Data Entry, directing, email, filing, team lead, Listening, managing, Market, meetings, access, Multi-Tasking, payroll, policies, Problem Solving Skills, programming, quality, quality assurance, Quick, receiving, selling, Sales, Strategic Thinking, supervisor, phone, Time Management, trouble shooting, Verbal Communication Skills
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Resume Overview

Companies Worked For:

  • General Dynamics Information Technology
  • Easton-Bell Sports
  • Check N Go
  • Corelogic/First American
  • Overstock.com
  • Wells Fargo Bank
  • Convergys - DTV Project

School Attended

  • Tooele County School

Job Titles Held:

  • Quality Assurance Coach
  • Quality Supervisor/Customer Service
  • Store Clerk/Customer Service
  • Data Entry
  • Online Banker
  • Quality Assurance Coach/Customer Service

Degrees

  • GED 2010

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