Antoinette Kloszewski
Forest,VA
Summary
Quality assurance professional with 11+ years experience possessing meticulous attention to detail, strong work ethic and passion for helping others. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
20
20
years of professional experience
Work History
Call Quality Coordinator
Genworth Financial
10.2010 - 04.2021
- Key member in development of call quality and multiple full restructures of the program , each requiring new audit checklists, revamped procedures, definitions and score criteria, updates to reporting format and all completed with impeccable accuracy and within allotted timeframe. Led pilot teams and performed accurate detailed audits gauging rep adherence to productivity, compliance and quality standards with data confirming pilot success resulting in leadership approval of a full floor roll out.
- Facilitated monthly meetings with leaders and teams to review QA initiatives, current trends,areas of opportunity, rep kudos/recognition and Q&A. Also designating 30 mins each month to providing individual feedback as well ensuring each rep has necessary information, resources, tools and help available to be successful in their role with ability to reach personal and professional goals.
- Collaborated with department leaders regularly to discuss QA initiatives, trends, gaps, areas of opportunity, voice of the customer data and gauge customer satisfaction feedback and implementing new processes or redesigns in effort to increase customer satisfaction and first call resolution.
- Develop sustainable, quantifiable process improvements that increase call resolution, productivity and reduce cost. led to pilot our newly formed first call resolution team seeing full process through to end with results heavily praised by senior and executive leadership, adopted by all business lines phone teams and still currently in use.
- Interviewed candidates for open call quality positions and trained the new hires on all call quality duties.
- Reduced auto disqualifiers by implementing use of company risk as a measure for each call under review for final score vs the traditional blanket rule of a instruction, guideline, etc where risk is not a factor in scoring; leading this effort, auto disqualifiers were reduced by 53% across the board.
Operations Coordinator
Genworth Financial
03.2008 - 10.2010
- Provided direction and guidance to internal teams in order to achieve targets.
- Implemented troubleshooting, root cause analysis and issue resolution.
- Introduced new methods, practices, and systems to reduce turnaround time; headed agent of record change process acquisition, analyzed data and instituted full revamp of agent change SOP effectively reducing process time, rep touches, and cost.
- Collaborated with area managers to evaluate current phone metrics and optimize operational plans.
- Evaluated phone rep performance and productivity, provided feedback and relayed the information with suggested recommendations to management.
- Deescalated supervisor requested calls using active listening skills, empathy, critical thinking, analyzing details and making honest and justifiable decisions based on a full unbiased review of each situation and putting myself in both customer and the business' shoes for wholistic analysis and helps in forming options available for resolution.
- Monitored phone metrics and managed the ques and rep productivity, making adjustments throughout the day to ensure adherence to leadership and business requirements
Customer Service Representative
Genworth Financial
11.2005 - 03.2008
- Handled customer inquiries and suggestions courteously and professionally.
- Handled each call with upmost professionalism and respect for caller , handled concerns quickly and escalated calls to supervisor only upon request and only after my due diligence was made in effort to deescalate the call, helping caller with their reasons for escalation and find solution the caller's issue without involving supervisor intervention.
- Answered average of 65 calls per day with a consistent position of top 5 phone reps .
- Processed customer change requests at point of call systematically when option was available.
- Responded to customer requests with full and complete information to ensure caller is fully informed and first call resolution is achieved to the best of my ability.
- Active listening skills demonstrated and strengthened by focus and care of its importance to customers and honing the skill by multitasking effectively; researching documents, accessing multiple resources effective skim reading while also listening to customer and responding with relevant information, avoiding disruption in conversation due to the extensive research occurring on the backend at the same time, helping save the customer and company time and cost.
- Assisted manager's request for help on special projects as tapped regularly for various business needs throughout time in this role due to the reliable, punctual, accurate and high quality results in every job im tasked with and responsible for completion.
Education
Relevant Coursework/Professional Development
Skills
- Leadership
- Adaptability
- Active Listening
- Critical Thinking
- Problem Solving
- Process Improvement
- MS Office/CRM Software
- Trend Analysis
- Root Cause Analysis
- Mentoring and Training
- Multitasking and Organization
- Verbal and Written Communication
Timeline
Call Quality Coordinator
Genworth Financial
10.2010 - 04.2021
Operations Coordinator
Genworth Financial
03.2008 - 10.2010
Customer Service Representative
Genworth Financial
11.2005 - 03.2008
Relevant Coursework/Professional Development
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