Administrative Support/Quality Development

____________________SUMMARY____________________
Administrative Support Professional/Quality Development, with more than 10 years
of experience in the customer service industry. Adept to working in fast-paced
environments demanding strong organizational, leadership & interpersonal skills
. Committed to exceptional customer service and driven by challenges. Communic
ation skills are demonstrated through verbal and written abilities, customer ser
vice skills, on going training development with employees and the ability to pro
duce in-depth reports & correspondence. Strong time management and problem solv
ing skills with the ability to set priorities and manage multiple tasks.
____________________EXPERIENCE____________________
2008 to Present - Quality Development Specialist
Teletouch Communications, Fort Worth, Texas
Monitor recorded calls, evaluate, coach and counsel representatives to develop e
mployee skills, improve performance and increase sales. Listen to recorded cal
ls randomly throughout the company for fraud control. Report to the Executive V
ice-President Sales Director to determine the quality of the customer service re
presentatives sales pitch and provide them with feedback.
* Train and counsel over 40 customer service representatives in multiple departm
ents which includes: Customer Care, Accounts Receivable, Credit departments on a
daily basis to increase individual scores and department averages.
* Create reports to determine weekly and monthly averages and awards based on th
e company's incentive program and to identify and explain individual strengths a
nd opportunities for improvement.
* Played a key role in detecting an employee gathering information from our cust
omer's database and fraudulently using their information for own personal gain.
2005 to 2008 - Credit Analyst/Quality Development Specialist
Teletouch Communications, Fort Worth, Texas
Reviewed credit reports for potential customer's wanting individual/business cel
lular or security service to determine what level of deposit may be required. R
eported information to the credit reporting agencies on customer's collections/c
harge off accounts. Monitored recorded calls, created summaries and evaluated an
d trained/counseled 10 representatives in the Collections department.
* Made collection calls to the customer's paying out a deposit and handled dispu
tes received from the credit reporting agencies regarding customer collection an
d charge off accounts.
* Processed administrative duties such as account maintenance for billing purpos
es, handled fraud victim alerts, maintained monthly audits on fraud alerts, empl
oyee rate plans and deposit accounts.
* Created reports to determine monthly billing maintenance applications. Consi
stently completed between 80-100 required monthly billing maintenance applicatio
ns and was a top performer for completing the most applications in my department
.
2004 to 2005 - Administrative Assistant
PM Realty Group, Arlington, Texas
Provided general clerical and administrative support for up to 5 managers and 3
chief engineers. Dispatched all facilities service requests for up to 8 enginee
rs. Generated and maintained files and assisted in scheduling.
* Demonstrated strong organizational and interpersonal skills. Utilized strong
time management skills and used the ability to set priorities and manage multipl
e tasks.
2003 to 2004 - Quality Development Specialist
Teletouch Communications, Fort Worth, Texas
Monitored recorded calls, evaluated, coached and counseled over 125 customer ser
vice representatives and retail employees in multiple departments which included
: Customer Care, Accounts Receivable, Credit and Retail to develop employee skil
ls, improve performance and increase sales.
* Actively participated in weekly meetings to present ideas to improve workflow
within Quality Development and to improve policies and procedures to lower churn
and increase sales.
* Scheduled weekly meetings with each employee to counsel them on their calls an
d met with supervisors to discuss individual scores and department averages.
* Created weekly, monthly and quarterly reports to show average scores, trending
analysis and help focus on each employee's strengths and opportunities for impr
ovement.
2002 to 2003 - Corporate Account Specialist
Teletouch Communications, Fort Worth, Texas
Provided customer service with corporate cellular accounts over phone and in-per
son meetings. Maintained up to 12 B2B accounts each having 25 or more lines on
them. Worked closely with the sales representatives for handling phone sales, u
pgrading equipment and up selling phone accessories.
* Created reports on a daily basis to examine and determine best rate plans for
each account.
* Did extensive research spanning as many as six months to find and correct any
errors in billing or services.
* Consistently reached gross profit goals and recognized for outstanding custome
r service and support.
1999 to 2002 - Operations Manager
Procom Communications Inc., Dallas, Texas
Oversaw day to day operations of corporate office and 7 retail stores including
customer service, billing, collections and internal policies and procedures. Pr
ovided technical support for activations and programming and resolved employee a
nd customer issues regarding policies and procedures.
* Provided customer service in person and over phone regarding new sales of pagi
ng and cellular equipment and service, billing inquiries, cancellations and coll
ections.
* Started 2/99 as Retail Support, promoted 10/99 to Customer Service Representat
ive and again in 3/00 to Operations Manager.
* Recognized for saving the most non-pay customers in 1999.
____________________EDUCATIONAL PROFILE____________________
1990 - (Coursework toward) A.S., Business Management
Rose State College, Midwest City, Oklahoma
1987 - H.S. Diploma
Norman High School, Norman, Oklahoma
____________________SKILLS____________________
* Using MS Word, MS Excel, MS Outlook, MS Outlook Express, typing 50 WPM, AS400,
Internet, 10 key by touch, administrative support, business machines.
* 7 years of management experience, customer service experience, retail experien
ce.
* Coaching and motivating, training retail manager for 3 years.
____________________HONORS AND AWARDS____________________
Manager of the Year
1995
Best Customer Service of the Year Award
1998
Best Rookie of the Year Award
2002