Debra Anderton
Tooele,UT
Summary
Dynamic Quality Assurance Lead and Customer Call Center Representative with a proven track record at Harland Clarke and Xerox, ACS. Excelled in enhancing customer satisfaction and improving quality control processes. Skilled in computer applications and building rapport, effectively coached teams, and increased productivity. Achieved significant improvements without exceeding a single numerical percentage in achievements.
Overview
12
12
years of professional experience
Work History
Customer Call Center Representative
Harland Clarke
Salt Lake City, UT
07.2016 - Current
- Identified opportunities to upsell products or services based on customer needs.
- Strengthened customer retention by offering discount options.
- Navigated through computer systems to review information and respond appropriately to callers.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Participated in team meetings focused on improving overall performance metrics such as average handle time or first call resolution.
- Performed outbound calls to follow up on customer orders or survey customers regarding their satisfaction levels.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Updated knowledge base materials regularly with new information about products, services, policies, procedures as needed.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Researched complex problems for customers using internal resources and external vendors when needed.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Updated databases with new and modified customer data.
- Took special orders in person and over telephone, generating additional revenue every month.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Attended training sessions periodically to stay abreast of industry trends and best practices for providing excellent customer service.
- Ensured compliance with applicable federal regulations pertaining to consumer protection laws.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
Quality Assurance Lead
Xerox, ACS
Sandy, UT
01.2013 - 01.2016
- Coached, mentored and motivated QC managers and inspectors to improve quality control process.
- Conducted internal audits of the quality management system, identified non-conformances and developed corrective action plans.
- Worked collaboratively with members of operations department to improve processes and optimize productivity.
- Provided training on quality assurance principles and techniques to personnel in all departments.
- Made recommendations to division managers concerning facility and employee quality issues.
Education
Associate of Applied Science - Medical Assistant
Kaplan University
FloridaSkills
- Computer skills
- Building rapport
- Complaint handling
- Written and oral communication
- Email support
- Call control
- Keyboarding
- Follow-up skills
- Call monitoring
- Company policies
Timeline
Customer Call Center Representative
Harland Clarke
07.2016 - Current
Quality Assurance Lead
Xerox, ACS
01.2013 - 01.2016
Associate of Applied Science - Medical Assistant
Kaplan University
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