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Quality Coach Resume Example

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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
  • Exceptional interpersonal communication
  • Excellent time management skills
  • Effective problem solver
  • Adherence to high customer service standards
  • Customer-focused
  • Microsoft Outlook, Word and Excel
  • Exceptional telephone etiquette
  • Experienced with La-Z-Boy product, processes and programs
  • Exceptional mentoring skills
  • Understanding of La-Z-Boy's goals and company vision
  • Respected by employees and management team
Work History
08/2011 to Current
Quality CoachLa-Z-Boy Incorporated – Monroe, MI
  • 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 RepresentativeLa-Z-Boy Incorporated – Monroe, MI
  • 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 ManagerHampton Apartments – Monroe, MI
  • 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 ManagerDominic Perna Construction – LaSalle, MI
  • 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 - Monroe MI
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Resume Overview

Companies Worked For:

  • La-Z-Boy Incorporated
  • Hampton Apartments
  • Dominic Perna Construction

School Attended

  • Monroe County Community College

Job Titles Held:

  • Quality Coach
  • Customer Service Representative
  • Property Manager
  • Office Manager

Degrees

  • High School Diploma : Accounting & Business

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