Amanda Eaton
Grand Rapids,MI
Summary
Focused Quality Analyst experienced in evaluating the performance of call center agents. Highly proficient in guidance and coaching to utilize tools and techniques to achieve high quality standards.
Overview
21
21
years of professional experience
Work History
Quality Analyst
Qualfon
05.2011 - Current
- Listen to roadside assistance calls taken by my agents to ensure they are reaching target goals and following procedure while providing excellent customer service.
- Provide coaching and guidance to agents so they are able to improve their performance when taking roadside assistance calls
- Prepare calibrations by pulling calls and reviewing them with other campaign based Quality Analysts from other states and countries
- Provide research for escalated calls from beginning to end and provide a step by step summary of the call(s) in it's entirety
Mystery Shopper/Call Reviewer
Shoppers' View
04.2005 - 08.2010
- Averaged approximately 35 to 50 outbound calls each day to business client's employees and evaluated each on their ability to answer questions I ask as a customer, proper phone etiquette, and proper procedures.
- Reviewed calls made by mystery shoppers to ensure proper procedure was followed, proper phone etiquette was used, and no leading was provided to boost the clients success of the evaluation.
- Coached mystery shoppers on techniques to use during calls and advised of proper procedure and statements to not make on calls.
Swing Shift Manager
McDonald's
03.2003 - 07.2008
- Supervised teams' work to maintain consistent quality and performance levels.
- Monitored kitchen area and staff to maintain overall safety and establish proper food handling techniques.
- Handled escalated customer complaints to provide full resolutions and promote loyalty.
- Oversaw food preparation, production and presentation according to quality standards.
- Coached kitchen team members and motivated performance in order to achieve demanding objectives in high-volume kitchen settings.
- Managed kitchen staff team of 15 and assigned various stages of food production.
Education
No Degree - Biochemical Engineering
Grand Valley State University
Allendale, MINo Degree - Psychology
Grand Rapids Community College
Grand Rapids, MISkills
- Excellent customer service skills
- Courteous demeanor
- High-energy attitude
- Adaptive team player
- Great active listening skills
- Problem solving and de-escalating abilities
Timeline
Quality Analyst
Qualfon
05.2011 - Current
Mystery Shopper/Call Reviewer
Shoppers' View
04.2005 - 08.2010
Swing Shift Manager
McDonald's
03.2003 - 07.2008
No Degree - Biochemical Engineering
Grand Valley State University
No Degree - Psychology
Grand Rapids Community College