Shaleisa k. jones

  • shaleisa.jones.sprint@gmail.com

QUALITY ASSURANCE/CUSTOMER SERVICE REP EXPERT...

Summary

PROFICIENT IN MICROSOFT OFFICE SUITE.  STRONG PROBLEM SOLVING SKILLS. QUALITY ASSURANCE MANAGER EXPERTISE.  OVER 12 YEARS OF CALL CENTER CUSTOMER/QUALITY ASSURANCE EXPERIENCE.

Work History

Work History
Sep 2011 - Jan 2015

CUSTOMER FINANCE AGENT

CONVERGENT OUTSOURCING

Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts or obtain details of complaints.

Determine charges for services requested, collect deposits or payments, or arrange for billing.

Dec 2006 - Mar 2009

QUALITY ASSURANCE SPECIALIST

ELECTROLUX

Identify quality problems and recommend solutions.

Monitor customer service agents inbound phone calls and give feedback to improve overall quality.

Breakdown the criteria for each agent/team and produce a report for management monthly.

Meet with floor supervisors to discuss improving quality for their team.

Jun 2004 - Jan 2006

CUSTOMER SERVICE REPRESENTATIVE

CONVERGYS

Resolve customers service or billing complaints by performing activities such as exchanging merchandise refunding money, or adjusting bills.

Determine charges for services requested, collect deposits or payments, or arrange for billing.

Refer unresolved customer grievances to designated departments for further investigation.

Jan 2003 - Jun 2004

QUALITY ASSURANCE MANAGER

AMERICAN LEISURE MARKETING & TECHNOLOGY

Monitor performance of customer service agents and Call Center Management to ensure effectiveness and efficiency.

Communicate quality control information to all relevant departments.

Create and implement inspection and testing criteria or procedures.

Instruct staff in quality control and analytical procedures.



Education

Education
Aug 2000 - Jun 2004

HIGH SCHOOL DIPLOMA

PIPER HIGH SCHOOL

PRESIDENT OF MARKETING CLUB