CSR 2- QC
Erica Ramirez
Maximus Cooperation
Lindsay,OK
9
years of professional experience
1
Language
Dedicated Customer Support and Quality Assurance Professional with over 4 years of experience in call auditing and policy compliance. Excel in active listening and CRM systems to enhance service consistency. Expertise in coaching agents and resolving account issues, ensuring adherence to policies and effective documentation.
Work History
CSR 2- QC
9 Years 1 Month- Facilitated team meetings by sharing best practices and collaboratively resolving issues.
- Delivered feedback to agents and aligned individual goals with team objectives to enhance call performance.
- Completed call audits to confirm accurate information use and policy compliance.
- Observed class sessions and taught material to prepare for customer service representative role.
- Addressed account inquiries by effectively utilizing call scripts and policy guides.
- Escalated complex customer issues to supervisors for resolution to supervisors and specialty teams.
- Stayed calm and professional during stressful situations and diffused tense interactions.
Education
Associate of Science - Public Service Legal Management
Skills
Call auditing
Call scripting
Policy compliance
CRM systems
Case documentation
Customer support
Active listening
Empathy and patience
Languages
Spanish
Native/ Bilingual
Timeline
CSR 2- QC
Maximus Cooperation
10.2017 - CurrentRead More
OSU-OKC
Associate of Science from Public Service Legal Management
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