Computer User Support Specialist – Training Internship

• Jun 2020 - Present

Self Employed

• Jun 2018 - Nov 2020

Customer Care Professional

• Aug 2019 - Jun 2020

Utilized active listening skills to assess customer’s needs and promote appropriate services and programs.Improved office operations and production by 34% by maintaining thorough records, tracking data and promoting internal communications.Applied expert customer service skills with highly rated written and oral communication skills to include knowledge of protocol, procedures, and customs and courtesies.Provided customer service via telephone to 100+ customers daily; resolved customer issues and maintained quality control and satisfaction records to improve service.Maintained files and accurate records, set priorities, organized and adjusted workflow to meet deadlines.Performed security protocols, secured confidential materials, and kept detailed records of files.

Quality Support Administrator

• Sep 2000 - Mar 2017

Organized personal workload distributed by manager to ensure timely completion of assigned tasks. Developed and interpreted established operating policies and procedures in order to formulate and recommend plans, leadership guidance, and program strategies.Participated in design of call monitoring formats and quality standards.Performed call monitoring and provided written and oral trend data to site management team.Used quality monitoring data management system to compile and track performance at team and individual level.Performed monitors of customer care email responses and online chat inquiries.Participated in customer and client listening programs to identify customer needs and expectations.Provided actionable data to various internal support groups as needed.Coordinated, participated and facilitated call calibration sessions for call center staff.Provided feedback to call center team leaders and managers.Prepared and analyzed internal and external quality reports for management staff review.Served as Team Leader for Customer Service Quailty Department responsible for documented coaching of peers.Appointed to specialized quality monitoring projects as subject matter expert.Performed other duties as assigned or as necessary.