McDonald Preval
Miami,Fl
Summary
Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.
Overview
25
25
years of professional experience
Work History
Supervisor
GH Consulting Group
2016.11 - Current
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Investigated market changes and devised approaches to take advantage of emerging opportunities.
- Conducted due diligence checks on investment opportunities and determined rates of return and risks to clients.
- Monitored regulatory or tax law changes to achieve fund compliance and to capitalize on development opportunities.
Data Entry Specialist
Sportsline.com
2008.08 - 2016.11
- Completed data entry tasks with accuracy and efficiency.
- Compiled data and reviewed information for accuracy prior to input.
- Reviewed and updated client correspondence files and database information to maintain accurate records.
- Managed workflow scheduling, data entry, and accuracy verification for large data projects.
- Entered numerical data into databases with speed and accuracy using 10-key pad.
Quality Assurance Representative
Precision Response Corporation/ AT&T
1999.01 - 2007.01
- Utilized monitoring data management systems to compile and track call center representatives' performance, ensuring a 97% quality rate
- Monitored live calls to ensure call hold and wrap times met service level agreements
- Prepared internal quality reports and provided feedback to call center team leaders and managers
- Conducted effective training and coaching sessions for over 500 employees on new programs and processes.
- Reviewed and scored calls made utilizing company-defined quality monitoring standards
- Assisted with developing and implementing quality assurance improvements based on call evaluation results.
Education
Associate of Arts - Physical Education And Coaching
Miami Dade Community College
Miami, FloridaGED -
Miami Job Corps
Miami, FloridaSkills
- Business Planning
- Financial Management
- Priority Management
- Business Administration
- Contract Management
- Resolving Complaints
Accomplishments
- Microsoft A+ Certification
- Computer Skills: - Proficient in Microsoft Word, Excel, Adobe Acrobat, Computer Programming, and Troubleshooting
Timeline
Supervisor
GH Consulting Group
2016.11 - Current
Data Entry Specialist
Sportsline.com
2008.08 - 2016.11
Quality Assurance Representative
Precision Response Corporation/ AT&T
1999.01 - 2007.01
Associate of Arts - Physical Education And Coaching
Miami Dade Community College
GED -
Miami Job Corps
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