Cherie Alwell
Dallas,TX
Summary
Accurate quality assurance specialist with several years of experience in the field. Sound decision-making and performance analysis talents. Collaborates with groups or work independently with minimal supervision. Proficient in various software packages. Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed.
Overview
6
6
years of professional experience
Work History
Quality Specialist
TCS Consulting
Dallas, TX
12.2023 - Current
- Conducted regular audits of recorded calls to ensure accuracy, timeliness, efficiency of service transitions and adherence to procedures.
- Coached and provided training recommendations to representatives in need of improvement.
- Maintained up-to-date knowledge of current procedures and any changes that occur.
- Provided support to other team members as needed, ensuring customer problems were resolved and customer satisfaction was the main focus.
- Helped improve team performance by participating in mock call exercises and providing training support
- Report and document deficiencies and/or inconsistencies in procedures, which affect quality or create potential problem situations
Customer Service Representative
TCS Consulting
Dallas, TX
12.2021 - Current
- Managed a high volume of inbound and outbound calls proficiently, consistently meeting stringent quality benchmarks while resolving customer inquiries and claims. Maintained comprehensive documentation with meticulous detail.
- Effectively communicated intricate concepts related to benefits, eligibility requirements, and regulatory statutes, ensuring clarity and understanding for customers.
- Provided timely assistance to team members by addressing inquiries and issues promptly, fostering a collaborative work environment.
- Earned consecutive 100% quality ratings over several months, culminating in the Applause Award recognition. Transitioned to the quality department in recognition of exceptional performance.
- Handled multiple lines of business simultaneously during call intake.
Customer Service Representative
TTEC
Little Rock, AR
04.2020 - 08.2021
- Manage a high volume of inbound calls from cardholders regarding unemployment covid debit cards.
- Resolved issues promptly by offering guidance on card usage and benefits in a courteous, accurate, and efficient manner.
- Cultivated a collaborative work environment by offering timely support to team members in addressing their inquiries and issues.
- Utilize banking systems and software to process card activations, replacements, and PIN resets.
- Maintain detailed and accurate records of all interactions, transactions, and resolutions in the bank’s CRM system.
- Investigated and resolve complex issues related to cardholder accounts, including fraud claims, unauthorized transactions, and payment disputes.
Customer Service Coordinator
The Computer Hut
Little Rock, AR
09.2018 - 04.2020
- Handled both inbound and outbound calls to coordinate IT repair services.
- Collaborated with technicians to create service tickets and verified billing for accuracy.
- Evaluated past actions, adjusted procedures for future issues, and created new SOP documents in collaboration with leadership.
- Handled the receipt and depositing of incoming and outgoing mail / faxes/ emails.
- Live proctoring for technician certifications.
- Also assisted by assembling marketing materials. (Cups, christmas trays, development gifts etc)
Education
Some College (No Degree) - General Studies
Nunez Community College
Chalmette, LASkills
- Customer Satisfaction
- Documentation Control
- Analytical Thinking
- Customer Service
- Internal Audits
- Problem-solving skills
- Collaboration skills
- Mock Call Analyst
Accomplishments
- Applause Award
Affiliations
- loves dogs
- artist
- spending time with loved ones
Languages
English
Native/ Bilingual
Timeline
Quality Specialist
TCS Consulting
12.2023 - Current
Customer Service Representative
TCS Consulting
12.2021 - Current
Customer Service Representative
TTEC
04.2020 - 08.2021
Customer Service Coordinator
The Computer Hut
09.2018 - 04.2020
Some College (No Degree) - General Studies
Nunez Community College
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