Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Timeline
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Jennifer Vericain

Jennifer Vericain

Miramar,FL

Summary

Experienced Call Center Quality Analyst who exhibits a professional demeanor and excellent communication and interpersonal skills. , excellent time management and problem-solving skills. Able to rapidly gain product knowledge.

Overview

8
8
years of professional experience

Work History

Quality Analyst

Robert Bosch
Ft Lauderdale, FL
02.2018 - Current
  • Responsible for monitor inbound and outbound call to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures
  • Coordinate and facilitate call calibration sessions for call center staff
  • Assist in developing, creating and implementing call center quality processes and procedures
  • Prepare and analyzes internal and external quality reports for management staff review
  • Helped design call monitoring forms for each individual account
  • Implemented agent training and coaching initiatives.
  • Collaborate with management to provide training on improved processes and assisted with creation and maintenance of quality training.
  • Administered 233 internal quality monitors monthly and assesse results to inform corrective action measures

Customer Service Representative

Robert Bosch
Ft Lauderdale, Florida
10.2016 - 02.2018
  • Provided emergency and concierge services to BMW and Porsche clients
  • Troubleshoot and communicate technical answers clearly and concise
  • Handle own customer escalations and minimizes transfers
  • Assisted with account maintenance and renewal of services
  • Performed back office and floor support to management as Subject Matter Expert
  • Managed over 150 customer calls per day with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.

Customer Service Representative

Berkshire Hathaway
Ft Lauderdale, Florida
07.2014 - 10.2016
  • Answered over 125 customer calls promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Recommended products to customers, thoroughly explaining details.
  • Communicated with management when customer issues escalated and worked to find resolutions.
  • Updated account information to maintain customer records

Education

Associate of Arts degree - Fashion Merchandising

Brooks College of Design
Long Beach, CA
12.2003

High school Diploma - General Studies

Miramar High School
Miramar, FL
06.1997

Skills

  • Creativity
  • Ability to work without supervision
  • Honesty
  • Open-Mindedness
  • Determination
  • Corrective Action Plans
  • Adaptability and Flexibility
  • Client Relationships
  • Call Monitoring Feedback
  • Time Management
  • Active Listening
  • Microsoft Outlook
  • Problem-Solving
  • Speaking

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Timeline

Quality Analyst

Robert Bosch
02.2018 - Current

Customer Service Representative

Robert Bosch
10.2016 - 02.2018

Customer Service Representative

Berkshire Hathaway
07.2014 - 10.2016

Associate of Arts degree - Fashion Merchandising

Brooks College of Design

High school Diploma - General Studies

Miramar High School

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Jennifer Vericain