QUALITY ASSURANCE LEAD Career Overview Coaching Development Technical Support Ability multi-task demanding environment Process improvement Administrator Development Knowledgeable system, extensive knowledge companies internal procedures. I able Energetic, outgoing driven reach company goals. Core Strengths Customer Service Professional possess outstanding communication organizational skills emphasis creating training materials motivational modules. Key strengths include implementing standardized policies procedures; training development delivery drive performance improvement customer service agents. Has strong work ethic ability work team player individual various leadership roles. Key Strengths Quality Assurance Monitoring Customer Experience Life-cycle Escalations Training Development Delivery Leadership Management Accomplishments Customer Assistance Worked company systems Live Support diligently completed assigned tasks, working overtime needed. Customer Service Researched, calmed rapidly resolved client conflicts prevent loss key accounts. Database Maintenance Assisted managing company database verified, edited modified members' information. Annual Best Leadership Award year Completed Love Lose communication Leadership course CLE Training Award Leadership Support year Work Experience Quality Assurance Lead 08/2014 07/2015 Company Name City State Monitor select number agents per hour, per day, per week deliver feedback within acceptable time frame Analyze Mobility Support Departments Created Mobility Support Team quality form, Observations form Implemented program resulted Mobility Support quality scores increase 10% results higher quality expectation percentage Participate speak weekly huddles, provides continued motivations agents Participate staff meetings coordination sessions staff personnel exchange ideas information relates call center Actively facilitate calibrations monitor program requirements Assisted creating recognition programs Created new quality assurance newsletter monthly basis employee based motivate recognize top performers, leadership, management, new hire graduation team building events Attended CLE (Coaching Leadership Essentials) Training Development continue utilize new coaching processes Monitor selected agents multiple departments contracts bridging gap communication within departments Trained Management Excel spreadsheets reporting shortcuts, metric reports, etc. Cross trained several different contracts within call center Contributed start-up new Sprint contract Created Informational Development tips call center agents Created Coaching tracking spreadsheet assist analyzing agent opportunities Assisted creating Development Progress plans assist process improvement. Managed quality communication, customer support product representation client.Worked strict deadlines responded service requests emergency call-outs. Cross-trained provided back-up customer service representatives needed. Manager 11/2010 08/2014 Company Name City State Implemented program resulted 15% point increase agent quality scores Assisted implementing Customer Experience program achieved sustained Net Promoter score 90% Project Managed development implementation new dispatch system. Developed training materials resulted improved customer service agent performance Implemented customer compliment initiative led increase employee moral Project plan creation implementation Implemented created operational procedures, practices materials Developed quality materials, audit protocol training modules Conducted successful client tours presentations, increased financial bottom line Managed third party vendor relationships issue escalation process documentation Supervised in-bound call center consisting Client Services Representatives well departmental leads. Monitored overall performance, attendance, training progress representatives assigned. Conducted interviews entry level openings technical support positions. Recipient company's leadership support achievement award Development maintained call center knowledge base system. Lead Customer Service Agent 03/2010 11/2010 Company Name City State Emergency Dispatch Agent Consistent top performer Handled customer escalations peers need Assisted training development Peer Peer mentoring program Promoted Quality Assurance Department 6 months employment Created Culture committee increase morale Created excel metrics reporting spreadsheets Monitored in-bound outbound calls Coaching development co-workers. Technical Customer Service Agent 09/2009 03/2010 Company Name City State Troubleshoot setup top boxes Troubleshoot Mac PC operating issues Dispatched mobile technicians required customer locations Created tracking tickets issues Maintained maximum handle time 12 minutes Data Entry Scheduled new cable Fios installation. Senior Service Agent Assistant Supervisor 05/2005 02/2007 Company Name City State Quality assurance monitoring Processed customer prescription claims Verified insurance coverage Researched escalated customer disputes Mentored new hire training classes Created new standardized procedures policies agent accountability. Educational Background High School Diploma General August 2000 Newman Smith High School City State Bachelors Science Psychology degree Psychology 2016 University Phoenix City State Course work related management field constant face face interaction employees co-workers. By obtaining degree related course work helps excel interpersonal development people may opportunities. Skills Telecommunication, multi-tasking call center, coaching, contracts, client, customer service, data entry, documentation, financial, insurance, team building, leadership, Mac, materials, meetings, mentoring, Outlook exchange, newsletter, organizational skills, personnel, policies, presentations, process improvement, Quality assurance, re-engineering, reporting, spreadsheets, team player, technical support, Training Development Delivery, training materials, Troubleshooting,Strong public speaker,Careful active listener, Professional friendly, Able think outside box