Bonnie Ware
Glendale,AZ
Summary
Dynamic professional with extensive experience in customer service and quality assurance at Matrix Medical. Proven track record in coaching teams and implementing process improvements. Skilled in CRM systems and data analysis, driving performance enhancements. Passionate about delivering exceptional service and fostering team collaboration to achieve organizational goals.
Overview
18
18
years of professional experience
Work History
Customer Service/Sales Associate
CASH FOR TEST STRIPS
Glendale, AZ
02.2024 - Current
- Taking calls and speaking with customers about their orders.
- Inputting data into CRM and verifying customers order for diabetic supplies.
- Upsell, down selling, cross selling.
- Investigated escalated customer issues.
- Helped customers find specific products, answered questions, and offered product advice.
- Provided accurate information about products, prices and services.
Quality Assurance Specialist
MATRIX MEDICAL
Phoenix, USA
01.2016 - 02.2024
- Conducted research and analysis on trends in historical data.
- Investigated grievances to identify root causes and implement solutions.
- Monitored recorded and live calls to ensure compliance with quality metrics.
- Coached associates on missed sales opportunities and effective resistance management.
- Oversaw new employee transition during nesting stage, enforcing training and adherence to policies.
- Analyzed call data and quality metrics to drive performance improvements.
- Performed data entry tasks accurately and efficiently.
Sales/Quality Assurance Supervisor
TLK GROUP
Phoenix, USA
01.2012 - 01.2015
- Handled inbound calls to sell cable, internet, and phone services.
- Monitored call quality in alignment with established guidelines.
- Developed and managed a quality tracker using Microsoft Excel.
- Analyzed 15 calls daily, delivering actionable feedback for training supervisors.
- Evaluated performance of 70 representatives weekly to enhance overall service quality.
Sales/Quality Assurance Analyst
SMC PROMOTIONS
Phoenix, USA
01.2008 - 01.2012
- Listening to approximately 15 – 20 calls per day according to quality guidelines.
- Updated tracker, looked for fraudulent sales.
- Diligent observance for call avoidance and ensured representatives kept on script using rebuttals, down-selling, and upselling.
Education
High School Diploma -
Some College -
Skills
- Microsoft OS platforms
- MS Office Suite
- Customer relationship management
- Process implementation
- Quality assurance organization
- Coaching and feedback
- Five9
- Tableau
- Dynamics 365
- SharePoint
- Team collaboration
- Video conferencing
References
Available upon request.
Timeline
Customer Service/Sales Associate
CASH FOR TEST STRIPS
02.2024 - Current
Quality Assurance Specialist
MATRIX MEDICAL
01.2016 - 02.2024
Sales/Quality Assurance Supervisor
TLK GROUP
01.2012 - 01.2015
Sales/Quality Assurance Analyst
SMC PROMOTIONS
01.2008 - 01.2012
High School Diploma -
Some College -
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