Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

ALAINA WATERS

MONROE,NJ

Summary

Successful Customer Care Specialist and Quality Assurance Analyst with over 7 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Quality Assurance Specialist

TTEC
10.2020 - 06.2022
  • Responsible for monitoring, inspecting, and proposing measures to correct or improve customer service agents for the Bank of America client
  • Monthly assessments of processes in order to meet established quality standards
  • Development and implementation of inspection activities, the detection and resolution of problems, and the delivery of satisfactory outcomes
  • Apply corrective actions and coaching to improve performance.
  • Educated employees on specific QA standards and confirmed maintenance of standards.
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.

Brand Ambassador

VIP Desk Connect
04.2019 - 09.2020
  • Represent a cosmetic and skin care brand by providing customer support, product knowledge and solving issues related to client's orders and experiences
  • Maintain metric goals and KPI's as outlined by the client
  • Utilize multiple service channels (chat, email and phone) to provide exceptional customer service
  • Assist with monthly consultant inquiries and resolutions.
  • Communicated product information with confidence and educated consumers about company.

Customer Care Specialist

Live Ops
07.2017 - 07.2019
  • Responding to customer inquiries in a timely and accurate manner, via phone and email
  • Process orders, returns and exchanges
  • Multi-task in various platforms to provide financial information, inventory and stock availability to customers
  • Maintain KPI and SLA via client directive.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Defused customer concerns with exceptional conflict and problem resolution skills.

Perimeter Display Specialist

Kelloggs
08.2017 - 06.2018
  • Responsible for building displays and maintaining product with stock as per ad activity for each category
  • Endcap and checklane merchandising and stock rotation
  • Partner and communicate with store management and Kellogg's sales representatives to increase sales.

Merchandiser

Acosta Sales & Marketing
02.2016 - 05.2017
  • Collecting data from key accounts
  • Sales and inventory of merchandise
  • Submitting timely and accurate reports related to new stock/current stock
  • POG maintenance and updating
  • Maintaining successful partnerships with store management to drive sales.
  • Removed damaged, out-of-code, not-in-set and discontinued items from displays.
  • Inspected merchandise for quality and arranged proper display location on floor.

Merchandiser

Pixi Cosmetics
07.2013 - 07.2016
  • Resets, setting POGs, Correcting OOS, Research, Inventory
  • Data Reports, Product Knowledge with Target/Beauty Concierge

Education

Associate of Business Administration -

Mercer County Community College
Princeton, NJ
06.1987

Skills

  • Zen Desk, CHAT, MS Teams and Slack
  • Microsoft Excel and Outlook
  • Workload Planning
  • Efficient and Detail-Oriented
  • POS Systems and Ordering Platforms

Certification

Global Quality Assurance Certificate May 2021 — May 2021 Customer Experience Certificate Jan 2021 — Jan 2021

Timeline

Quality Assurance Specialist

TTEC
10.2020 - 06.2022

Brand Ambassador

VIP Desk Connect
04.2019 - 09.2020

Perimeter Display Specialist

Kelloggs
08.2017 - 06.2018

Customer Care Specialist

Live Ops
07.2017 - 07.2019

Merchandiser

Acosta Sales & Marketing
02.2016 - 05.2017

Merchandiser

Pixi Cosmetics
07.2013 - 07.2016

Associate of Business Administration -

Mercer County Community College

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