Net Suite
Jennifer Vericain
Quality Analyst
Miramar,FL
Summary
Experienced Quality Analyst who exhibits a professional demeanor and excellent communication and interpersonal skills. , excellent time management and problem-solving skills.
Personable and analytical with keen ability to identify and evaluate customer service interactions. Familiar with call center operations and equipped with skills in data analysis and communication. Dedicated to enhancing customer satisfaction and operational efficiency through detailed monitoring and feedback.
Overview
10
10
years of professional experience
2004
2004
years of post-secondary education
2
2
Languages
Work History
Quality Analyst
Quality Importers
11.2022 - 12.2024
- Monitored 20 calls per day to provide feedback regarding telephone etiquette, product information given and procedures
- .Mentored and coached team members on QA topics and strategies.
- Discuss and explain feedback with agents in regular meetings
- ·Provide clearly written feedback to management for group and individual coaching.
- Helped agents improve their performance with specific instructions and participated in calibration sessions to maintain consistency in internal evaluations.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
Quality Analyst
Robert Bosch
02.2018 - 11.2022
- Responsible for monitoring 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 200 internal quality monitors monthly and assesse results to inform corrective action measures
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
Customer Service Representative
Robert Bosch
10.2016 - 02.2018
- Provided emergency and concierge services to BMW and Porsche clients
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Troubleshoot and communicate technical answers clearly and concise
- 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
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
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
Associate of Arts degree - Fashion Merchandising
Brooks College of Design
Long Beach, CA12-2003
Skills
Creativity
Software
Citrix
Vontage
Salesforce
Zendesk
Bitrix
Teams
Outlook
2 Mares
Call center client
Citrix
Vontage
Timeline
Quality Analyst
Quality Importers
11.2022 - 12.2024
Quality Analyst
Robert Bosch
02.2018 - 11.2022
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
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