8816 Laurel Canyon Blvd Apt. 2 Sun Valley, CA (818) 987-3403 cell email@example.com
To secure a position where my skills and experience can be utilized in a way that is mutually beneficial
to my employer while fueling my own growth and advancement in the company.
Identifies Best Practices
NCR 7766-1000 Single Pocket
Maintained Customer Accounts
Typing 64 wpm
Small Business Associate II:
Small Business Associate II will be responsible for ensuring client satisfaction by responding to specialized and general service requests from advertisers, prospective advertisers by phone and through email.
QA Lead: Evaluations/Presentation/RemoteMonitoring/Reports/Calibrations/Manage Team:
Responsible for monitoring agent customer interactions against client specified policies and procedures in a sales environment. Identify Best Practices. Perform general administrative duties. Head monitoring sessions/calibrated conference calls with the client. Send a report about the conference call out to supervisors and managers. Manage the quality team by ensuring that everyone has a task for the day/week and that it is completed in a timely manner. Perform special projects given to me by the Quality Manager or distribute the job so that it can be completed within the timeframe requested. During training week attend first 3 days of nesting by doing side by side monitoring and coaching in real time with the trainees. Keep the trainer and project manager up to date on the trainee’s progress. By the end of the week write up a report on the events that took place and the outcome of them. Ensure that all Quality Assurance representatives adhered to their schedule.
Customer Service: Order Taking/Maintain Files/Computer Literate/Customer Service:
Handle customer interactions dealing with Internet Browser Configuration, Network Component configuration and modem configuration. Maintain customer’s records. Provide information to customers and assist or train customers to use on-line services. Install software and provide follow-up telephone calls and emails. Send Customer Care Surveys and communication reminder or requests to reopen communication emails for customers. Enhance customer relationship through identification of customer needs/opportunities. Email responses to customer inquiries. Proof Operator.
11/2006- 11/2008 Small Business Associate II Yahoo! Search Marketing Burbank, CA.
07/2004-11/2006 Customer Care Representative eHarmony.com Pasadena, CA.
11/2003-7/2004 QA Lead-AT&T Long Distance VXI Los Angeles, CA.
02/2000-09/2002 Email Representative, QA Specialist AT&T WorldNet Service/ AT&T Broadband Fixed Wireless Teletech Telecom. North Hollywood, CA.
03/1999-2/2000 Customer Service/Technical Support–AT&T WorldNet Service, Teletech Telecom.
North Hollywood, CA.
12/2008-Present ITT Technical Institute Online
7/2003-9/2003 East San Gabriel Valley ROP, HACLA (Housing Authority) Proof Operator/Encoding, Los Angeles, CA.
10/1996-7/1998 Computer Learning Center, Los Angeles, CA.
References available upon request.