Open To Work
Kelly Brown
Dallas,TX
Summary
Results-oriented Quality Assurance Coordinator specializing in audits and compliance improvement. Experienced Senior Customer Service Representative skilled in conflict resolution and team mentorship. Analyzes feedback to drive continuous improvement, enhancing customer satisfaction and loyalty. Committed to operational efficiency and implementing best practices for team success.
Overview
13
13
years of professional experience
Work History
Quality Assurance/Quality Assurance Coordinator
North Texas Tollway Authority
Plano, Texas
09.2023 - 02.2026
- Trained staff on quality assurance procedures and best practices, enhancing team compliance and knowledge.
- Reviewed documentation to verify adherence to regulatory requirements and guidelines.
- Monitored performance metrics to support continuous improvement efforts in service delivery.
- Developed detailed reports on quality assurance activities for management review, facilitating informed decision-making.
- Monitored performance trends in order to identify potential areas of improvement within the QA process.
- Performed internal audits and inspections to assess effectiveness of quality assurance processes, identifying areas for improvement.
- Collaborated with other team members to perform internal QA audits.
- Kept records of quality reports and statistical reviews.
Senior Customer Service Representative
North Texas Tollway Authority
Plano, Texas
04.2016 - 09.2023
- Assisted in resolving escalated customer complaints and service issues.
- Navigated difficult situations with tact, diplomacy, and professionalism to maintain customer relationships.
- Conducted customer service training for new hires.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions
- Analyzed customer feedback surveys to pinpoint specific areas for service improvement.
- Oversaw and guided team in handling customer call escalations, mentoring new employees on customer service.
- Reviewed team performance metrics against established standards to ensure compliance and identify training needs.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Mentored junior team members and managed employee relationships.
- Improved product knowledge on a continuous basis to provide optimal service and achieve sales quotas.
Customer Service Representative
North Texas Tollway Authority
Plano, Texas
04.2013 - 04.2016
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided exceptional customer service to ensure customer satisfaction.
- Achieved high customer satisfaction by resolving issues with knowledgeable and friendly service.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Cultivated strong customer relationships through personalized assistance and support.
- Developed positive relationships with customers through friendly interactions.
- Collected customer feedback through surveys to identify service improvement areas.
- Processed payments through various methods, ensuring smooth transactions.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.j
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Identified opportunities for upselling additional products or services based on customer needs.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.))
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Improved product knowledge on a continuous basis to provide optimal service and achieve sales quotas.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Education
High School Diploma -
06-1983
Some College (No Degree) -
Skills
- Quality assurance
- Regulatory compliance
- Internal audits
- Documentation review
- Performance monitoring
- Process improvement
- Customer relationship management
Accomplishments
- Senior Customer Service Representative - Employee of the Month
- Customer Service Representative - Employee of the Month
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
RemoteSalary Range
$23/hr - $1000/hrTimeline
Quality Assurance/Quality Assurance Coordinator - North Texas Tollway Authority
09.2023 - 02.2026
Senior Customer Service Representative - North Texas Tollway Authority
04.2016 - 09.2023
Customer Service Representative - North Texas Tollway Authority
04.2013 - 04.2016
Northwest High School - High School Diploma,
Purdue University - Some College (No Degree),