quality coordinator customer service rep 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: - - -
Professional Summary

I am a very devoted dedicated and focused Administrative Assistant/Customer Service Rep.with data entry solid who excels at prioritizing, completing multiple tasks simultaneously and following through to achieve project goals. Versed in database management. Strong organizational, technical and analytical skills.

Summary of Qualifications
  • Customer-oriented
  • Self-motivated
  • Employee relations
  • Budgeting expertise
  • New product delivery
  • Human resources
  • Client account management
  • Business operations organization
  • Product development
  • Leadership/communication skills
Skills and Accomplishments

Planned and executed all aspects of a major office headquarter move.

Received a merit raise for strong attention to detail, exemplary customer service and team-player attitude.

Exceeded corporate target for customer satisfaction for 11 months in a row.

Increased office organization by developing more efficient filing system and customer database protocols.

Managed call flow with up to 60 calls in queue per minute.

Reduced processing time by 98%.

Introduced the first passive Open Enrollment process Implementation

  • Assisted in implementation of new tracking system that resulted in improved patient care.


  • Ensured charting accuracy through precise documentation.


  • Trained team of staff nurses in medical office procedures to guarantee consistent quality of care.
  • Documentation
  • Documented patient information obtained from intake interviews.
  • Customer Relations:
  • Earned highest marks for customer satisfaction, company-wide.
  • Workflow Planning:
  • Implemented new work process flow which increased department productivity.
  • Process Improvement
  • Created new departmental procedures manual.
  • Assessed organizational training needs.
  • Competitive Analysis
  • Performed competitive analysis to make recommendations for future company growth.
  • Customer Assistance
  • Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.
  • Quality Communication
  • Interacted with 50+ affiliate stations in US and Puerto Rico, ensuring reliable and high-speed delivery to residential and small-business customers.
  • Computed Data Reports
  • Provided required weekly, monthly and quarterly reports listing sales figures and client track records.
  • Computed Data Reports
  • Provided required weekly, monthly and quarterly reports listing sales figures and client track records.
  • Customer Service
  • Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
  • Customer Interface
  • Greeted customers upon entrance and handled all cash and credit transactions.
  • Assisted customers over the phone regarding store operations, product, promotions and orders.
  • Multi-tasking
  • Cashiered with two cash registers at once in tandem to maximize customer flow.
  • Database Maintenance
  • Assisted in the managing of the company database and verified, edited and modified members’ information.
Professional Experience
11/2005 to 01/2013
Quality Coordinator / Customer Service Rep. Blackboard Inc City, STATE,
  • Cross-trained and provided back-up for other customer service representatives when needed.
  • Developed highly empathetic client relationships and earned reputation for exceeding sales goals.
  • Generated sales and inventory reports in Excel with data from a variety of sources, maintaining a 100% accuracy rate.
  • Trouble shooted and resolved web application issues escalated from customer support and other departments with a 100% success rate.
  • Managed quality communication, customer support and product representation for each client.promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax.
  • Provided accurate and appropriate information in response to customer inquiries.
  • Demonstrated mastery of customer service call script within specified timeframes.
  • Maintained up-to-date records at all times.
  • Developed effective relationships with all call center departments through clear communication.
  • Formulated and enforced Service Center policies, procedures and quality assurance measures.
  • Trained staff on how to improve customer interactions.Assisted with the development of the call center's operations, quality and training processes.
  • Developed process improvements to enhance efficiency and effectiveness of inter- department call center operations.
  • Drafted meeting agendas, supplied advance materials and executed follow-up for meetings and team conferences.
Related Coursework
Expected in
High School Diploma: Business Administration
Somerset Community College - Somerset, KY

Student body government representative

Coursework in Business, Marketing and Communications

Coursework in Business Administration and Organizational Development

Student government representative

Office Administration courseworkBusiness Writing seminar

Coursework in Administrative Technology

Microsoft Office Applications Certificate

Coursework in Administrative Technology

Coursework in Human Resource Management and Business Administration


analytical skills, asset management, attention to detail, back-up, call center, Strong interpersonal skills, conferences, Conflict resolution, Customer Relationship Management, CRM, client, clients, Customer service, customer support, e-mail, fax, help desk, inventory, materials, meetings, Excel, mail, Microsoft Office, MS Office Suite, Network, policies, process improvement, processes, quality, quality assurance, sales, script, team player, Telecommunications, Troubleshooting

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Resume Overview

School Attended

  • Somerset Community College

Job Titles Held:

  • Quality Coordinator / Customer Service Rep.


  • High School Diploma

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