Thorough Quality Assurance Specialist with 5-year background in Quality. Excellent resource management and allocation skills. Outstanding communication, organizational and time management talents. In-depth Specialist with success in prioritization and multitasking. Exceptional communication and organizational skills. Committed to paying impeccable attention to reviews and auditing procedures. Goal-oriented Customer Service Manager with 8 years of experience in leadership roles. Detail-focused and driven to help employees succeed in meeting and exceeding sales goals. Charming salesperson skilled in communication and collaboration for best-in-class service.
Hi, I’m
Ebonie Piper
Shreveport,LA
Summary
Overview
19
years of professional experience
Work History
TTEC
Operations Team Manager
01.2023 - Current
Job overview
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
TTEC
Quality Assurance Specialist
10.2020 - Current
Job overview
- Educate employees on specific QA standards and confirmed maintenance of standards.
- Support company in maintaining work environment focused on quality, communication, collaboration, integration and teamwork.
- Provide regular weekly updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Complete deviation forms and recorded findings of inspection process, collaborating with quality team members and department managers to implement procedural remedies.
- Collaborate with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Provide analytical, planning and coordination support on projects as assigned, reviewing, interpreting, analyzing and illustrating data to stimulate and support enlightened decision making.
Army & Air Force Exchange
Shift Supervisor
06.2016 - 12.2016
Job overview
- Camp Beauregard
- Responsible for shift operations of the PX store
- Insures loss prevention procedures are followed and minimizes all controllable expenses
- Sets and explains performance standards, evaluates performance and make salary recommendations.
- Completed store opening and closing procedures and balanced tills.
- Helped store management meet standards of service and quality in daily operations.
Sutherland Global Service
Team Manager
01.2013 - 05.2016
Job overview
- Evaluated employee performance on a daily basis and coached and trained 25 team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training and development.
- Gathering all veterans personal information making sure all of 10 codes were accurate as well as collecting insurance information and getting brief description of what was going on so that we could get our veteran set to get their appointment was one of many important factors of being on the front line
- Managed systems and processes to meet program productivity and quality goals
- Monitored team performance by way of goal planning, process adherence, daily reviews and review of the KPIs
- Completed reports / data analysis, action planning & execute business plans
- Developed consultants by using tactical coaching/ feedback and providing ongoing training
- Scheduled and conducted team meetings and provided constant communication on product and policy updates
- Communicate with management on potential attrition
- Partner with HR in disciplinary issues with consultants including and up to termination recommendations
- Ensured ongoing training and knowledge support to front line staff to continually improve performance of the program
Sutherland Global Services
Team Manager
01.2013 - 01.2016
Job overview
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Provided primary customer support to internal and external customers.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Sutherland Global
Team Manager
01.2010 - 06.2014
Job overview
- As a Team Manager i managed a team of 25 or more agents
- I Coached on improvements in sales and quality
- My accomplishments with being a team manager has been top sales performers as well as leading the center in quality
- I completed LEAD training courses 1,2, and 3
Cash Cow Payday
Loan Specialist
08.2012 - 01.2013
Job overview
- Make Title and Payday loans, approve customers for loans, call all delinquent accounts and take payments for both title and payday loans., Desk, helped assisted customers with refunds and returns
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
- Handled customer complaints with relative ease by conducting research, listening carefully and taking appropriate action.
LaQuinta Inn
Front Desk Manager
03.2010 - 11.2011
Job overview
- Cash handling skill, Coordinated front office activities of hotel or motel and resolved problems arising from guests complaints, reservations, room assignment activities, and unusual requests and inquiries
- Trained new staff on correct procedures, compliance requirements and performance strategies.
- Assigned duties and shifts to workers and observed performances to ensure adherence to hotel policies and established operating procedures
- Confered and cooperated with other department heads to ensure coordination of hotel activities
- Answered inquiries pertaining to hotel policies and services
- Arranged for private telephone line and other special services
- May patrol public rooms, investigate disturbances, and warn troublemakers
- Interviewed and hired applicants
- Received and processed advance registration payments
- Sent out letters of confirmation or return checks when registration cannot be accepted
- Time management skills
- Offered assistance to guests and provided every essential thing to create loyal and happy guests
- Performed front as well as back of house duties for the satisfaction of every guest
- Stepped in for general manager when needed
- Budget forecast as well as took care of finances
- Also assisted in making sure that all employees times were correct and they received their pay
- I ensured business run smoothly on a day to day basis
- Organized, making and canceling reservation bills, aware of pertinent information related to each group in the hotel and when and where meetings will be held
- Responsible for knowing every guest name and utilizing it at the possible opportunity
- Provided guests fast, friendly and efficient service while managing guests on telephone as well as in person
- Assisted supervisor/managers with their tasks as well as completing essential reports.
Our 365, Rapides Women and Children Hospital
Nursery Photographer
03.2011 - 10.2011
Job overview
- Adjusted apertures, shutter speeds, and camera focus based on a combination of factors such as lighting and subject motion. Used traditional or digital cameras, along with a variety of equipment such as tripods, filters, and flash attachments. Determined desired images and picture composition, selecting and adjusting
- Photographed high-quality images for various print and digital projects.
- Ultimately responsible for the creation of the “Must Have” images, and family portraits.
Wal-Mart
Cashier/ Instock Associate
04.2008 - 03.2010
Job overview
- Received and disbursed money in establishments other than financial institutions
- Usually involved the use of electronic scanners, cash registers, or related equipment
- Often involved in processing credit or debit card transactions and validating checks
- Unloaded the general merchandise truck, the grocery truck, and the frozen and dairy truck
- Stocked shelves if time permitted.
Startek
Customer Service Representative
02.2005 - 06.2006
Job overview
- Handled customer inquiries, complaints, billing questions and payment extension/service requests
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Calmed angry callers, located resources for problem resolution and designed best-option solutions
- Interfaced daily with internal partners in Accounting, Field Services, New Business, and Operations
- Also trained to be team manager, which included monitoring about 20-30 sales representatives
- Confered with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Kept records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Checked to ensure that appropriate changes were made to resolve customers' problems
- Determined charges for services requested, collect deposits or payments, or arrange for billing
- Resolved customers' service or billing complaints by performing activities such as, refunding money, or adjusting bills.
McDonalds
Cashier
09.2005 - 11.2005
Job overview
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Served customers in a fast-paced environment, in a friendly and efficient manner
- Developed the ability to work under pressure, dealt with customer complaints, and to work as an effective team member with staff and management.
- Worked flexible schedule and extra shifts to meet business needs.
Education
Everest Online CollegeColorado Springs, CO
Everest LA 1
University Overview
Technical or Vocational School Medical Biling and Coding Training 1 Year
Bolton High SchoolAlexandria, LA
HS Diploma
05.2004
University Overview
Skills
- Correction Action Planning
- Risk Management
- Customer Service
- Maintaining Quality Assurance Standards
- Six Sigma Green Belt
- Administration and Reporting
- Budget Management
- Operating Procedures and Policies
Additional Information
Additional Information
Customer Service (10+ years) Call Center (8 years) Team Member Microsoft Office (2 years) Scheduling training (3 years) Recruiting (3 years) Excel (5 years) Word (10+ years) Payroll (5 years) Cash Handling (10+ years) retail sales Organizational Skills Management (7 years) Sales Experience (3 years) Quality Inspection (4 years)
Timeline
Operations Team Manager
TTEC
01.2023 - Current
Quality Assurance Specialist
TTEC
10.2020 - Current
Shift Supervisor
Army & Air Force Exchange
06.2016 - 12.2016
Team Manager
Sutherland Global Service
01.2013 - 05.2016
Team Manager
Sutherland Global Services
01.2013 - 01.2016
Loan Specialist
Cash Cow Payday
08.2012 - 01.2013
Nursery Photographer
Our 365, Rapides Women and Children Hospital
03.2011 - 10.2011
Front Desk Manager
LaQuinta Inn
03.2010 - 11.2011
Team Manager
Sutherland Global
01.2010 - 06.2014
Cashier/ Instock Associate
Wal-Mart
04.2008 - 03.2010
Cashier
McDonalds
09.2005 - 11.2005
Customer Service Representative
Startek
02.2005 - 06.2006
Everest Online College
Everest LA 1
Bolton High School
HS Diploma
Similar Profiles
Sheila CerbitoSheila Cerbito
Customer Service Representative (US Retail) at TTECCustomer Service Representative (US Retail) at TTEC
Ana SubiriaAna Subiria
FNOL at TTECFNOL at TTEC
Georgie TouzelGeorgie Touzel
Health Insurance Agent at TTECHealth Insurance Agent at TTEC
Shamieka GuiltyShamieka Guilty
Customer Service Representative at TTECCustomer Service Representative at TTEC
DAJERIOUS JACKSONDAJERIOUS JACKSON
Assembly Line Production Worker at FrymasterAssembly Line Production Worker at Frymaster