Stacy Malone
Wayne
Summary
Dedicated Customer Care Representative with experience in quality assurance and call monitoring. Skilled in team collaboration and attention to detail, enhancing customer satisfaction and service processes.
Overview
6
6
years of professional experience
Work History
Customer Care Representative
Fiserv
08.2023 - Current
- Resolved customer inquiries and issues through effective communication and problem-solving skills.
- Assisted customers with account management, ensuring accuracy in transactions and information updates.
- Collaborated with team members to enhance service delivery processes and improve customer satisfaction.
- Utilized CRM software to track customer interactions.
-
Quality Assurance Analyst
Workwave
05.2022 - 05.2023
- Listened to calls and gave feedback in accordance to policy and procedures.
- Listened to 10 calls per agent per month.
- worked on 3 separate companies listening to calls we did monitoring for.
- Meetings weekly for all 3 companies and sometimes our team led that meeting with one of the companies we monitored for.
Quality Assurance Analyst
Slingshot
06.2020 - 05.2022
- Monitored calls that agents took according to the set procedures and policies.
- I also worked in customer service and finance prior to moving over to quality.
- I posted payments and helped customers arrange a better day for me to call and take a payment if that day was not good.
- I scheduled appointments for pest control services at a time that would work for the customer.
Education
No Degree - Medical Secretary
City College Inc
Norman, OK05-1991
Skills
- Customer service
- Inbound customer service
- Data entry
- Call center experience
- 10 key by touch
- Empathetic person by nature
Timeline
Customer Care Representative
Fiserv
08.2023 - Current
Quality Assurance Analyst
Workwave
05.2022 - 05.2023
Quality Assurance Analyst
Slingshot
06.2020 - 05.2022
No Degree - Medical Secretary
City College Inc