SURFONDA YOUNG
TAMPA,FL
Summary
Outgoing Quality Assurance Manager with 16 years of managerial experience in Telecommunication Field . Committed to high standards of product inspections and customer service with extensive knowledge of various quality assurance tools. Adept at collaborative with various departments for comprehensive quality control. Experience hiring and developing individual team members. Committed to thoroughly assessing product quality and processes to achieve excellent results and customer satisfaction.
Overview
27
27
years of professional experience
Work History
National Customer Quality & Satisfaction Manager
T-Mobile USA
10.2015 - Current
- Lead teams to successful execution of Quality performance objectives and company business goals
- Build individual and team bench strength by developing core competencies, and individual knowledge, skills, and behaviors that drive organizational results
- Gain employee commitment to quality principles as they relate to T-Mobile's aspiration and values
- Contribute to the continuous development and evolution of Customer Service Quality program methodology and related activities
- Promote customer advocacy across the organization.
Coach
T-Mobile USA
12.2004 - 09.2015
- National Customer Quality & Satisfaction, Managed, coached and developed up to 30 Quality Specialists to ensure they perform their role effectively and are provided with adequate challenges to enhance job satisfaction
- Ensured employees received appropriate training and support to achieve productivity, performance, and/accuracy standards in designated areas which may include call evaluation, calibration, reliability, Quality team internal auditing, Quality team training and other others as needed
- Knowledgeable in many of the different skill sets -General Care, Chat, Technical Care, Branded Partners and Pay in Advance.
Advanced Quality Specialist
T-Mobile USA
09.2003 - 11.2004
- Responsible for observing calls for Financial Care, Customer Care, Rebates and Pay in Advance to ensure world class services is being provided, along with policy adherence
- Responsible for doing side-by-side with Quality Specialist to ensure best practices are being used
- Maintained daily and monthly reports that support the Quality organization, specifically trending awareness for management and the specialist team.
Outbound Business Team Lead/ Outbound Business Representative
T-Mobile USA
07.2001 - 08.2003
- Managed, coached and developed 12+ Outbound Business Representatives
- Participated in coaching, reviews and training assessments of shift personnel in conjunction with coach
- Motivated, encouraged and provided feedback to staff to help establish career paths
- Administered T-Mobile policies and procedures, ensuring all records are complete and accurate
- Enforced collection policies and procedures, while calling on delinquent business and government accounts to collect past due balances.
Account Services Representative/Inbound Collections Representative
T-Mobile USA
04.1999 - 06.2001
- Responsible for reducing churn by handling cancellation calls with the intent to retain their services and their loyalty to T-Mobile
- Handled Financial Service inbound calls to assure one call resolution, while exceeding customer expectations
- Responded to inbound telephone inquiries regarding past due balance; provide accurate information and assist caller in choosing appropriate service.
Communications Specialist
U.S. Army
10.1991 - 11.1994
- Responsible for setting up communication for an entire company
- Supervised 3 employees to ensure that lines of communication stayed at 100 percent while on field mission
- Helped train new employees on new procedures when necessary.
Education
A.A - Accounting and Business
Pierce Community College
1996
undefined
Pine Forest High School
1991
Skills
- Strong Leadership Skills
- Ability to develop, implement and train quality processes, improving efficiency and promote customer advocacy
- Good communication skills; ability to build strong rapport and trust within a team
- Customer Feedback
- Improvement Plans
- Program Establishment
- Clerical Support
- Creative Thinking
- Team Goals
Timeline
National Customer Quality & Satisfaction Manager
T-Mobile USA
10.2015 - Current
Coach
T-Mobile USA
12.2004 - 09.2015
Advanced Quality Specialist
T-Mobile USA
09.2003 - 11.2004
Outbound Business Team Lead/ Outbound Business Representative
T-Mobile USA
07.2001 - 08.2003
Account Services Representative/Inbound Collections Representative
T-Mobile USA
04.1999 - 06.2001
Communications Specialist
U.S. Army
10.1991 - 11.1994
A.A - Accounting and Business
Pierce Community College
undefined
Pine Forest High School
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