Quality Coach Resume Example
Love this resume?Build Your Own Now
QUALITY COACH
Professional Summary
Established mentor and leader in Comfort
Care who possesses extensive customer service experience, experience in
managing, coaching and leading employees.
I am a subject matter expert on La-Z-Boy product, systems and policies.
Skills
|
|
Work History
08/2011 to Current
Quality CoachBorgata Casinos – Atlantic City , NJ
- Participated in implementing the Quality Manager program.
- Conduct side by side and recorded call monitoring for a team of 50-60 customer service representatives and provide feedback in coaching sessions.
- Conduct live monitoring to provide immediate feedback to customer service representatives.
- Work with the management team, trainer and operations team to continuously improve coaching, training and its delivery.
- Mentor and provide ongoing floor support.
- Identifies training need and participates in the development of desk side training tools.
- Provide on-going coaching and feedback to employees through side by sides and individual meetings.
- Provide input for the development, content/curriculum, maintenance, and continuous improvement of Comfort Care training.
- Participate in training needs analysis through interactions with other functions, one-on-ones and other diagnostic tools to organize training for the target groups, as necessary.
- Utilize a quality score card for CSR feedback.
- Lead calibration sessions to ensure consistency in feedback.
- Participates in projects to help develop, update or implement new processes.
05/2010 to 08/2011
Customer Service RepresentativeRentokil Initial – Center Hill , FL
- Effectively managed a high-volume of inbound and outbound customer calls.
- Addressed and resolved customer product complaints empathetically and professionally.
- Gathered and verified all required customer information for tracking purposes.
- Defused volatile customer situations calmly and courteously.
- Accurately documented, researched and resolved customer service issues.
- Acted professionally and patiently when addressing negative customer feedback.
- Resolved customer complaints efficiently and quickly.
- Participated in mentoring of new hires
01/2008 to 03/2010
Property ManagerInland Real Estate – Brighton , CO
- Responsible for the daily operation of a 300+ unit apartment complex.
- ?Completed final move-out walk-throughs for tenants.
- Introduced and monitored effective lease renewal programs.
- Verified that all customer complaints were handled promptly and appropriately.
- Communicated effectively with owners, residents and on-site associates.
- Maintained a sufficient number of units so that they were market-ready at all times.
- Communicated with landlord regarding building and tenant issues.
- Handled disciplinary actions and terminations.
04/1988 to 01/2008
Office ManagerDc Prep – Washington , DC
- Managed the office to ensure the company ran efficiently.
- Responsible for the daily operations of the office.
- Communicated with employees, owner, customers and vendors.
- Reponsible for all company financials.
- Worked with insurance companies for all business policies.
- Handled all confidential information pertaining to employees.
Education
High School Diploma: Accounting & BusinessMonroe County Community College - State
DISCLAIMER
Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.
How this resume score could be improved?
Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:
Resume Strength
- Completeness
- Word choice
- Measurable results
- Strong summary
- Clear contact info
- Typos
Resume Overview
School Attended
- Monroe County Community College
Job Titles Held:
- Quality Coach
- Customer Service Representative
- Property Manager
- Office Manager
Degrees
- High School Diploma : Accounting & Business
Similar Resumes
