Summary
Overview
Work History
Education
Skills
Timeline
Generic

Victoria Washington

Summary

Highly productive and efficient customer service professional with expertise in conflict resolution, data entry, and customer relationship management. Demonstrated excellence in communication, problem-solving, and adaptability to deliver positive experiences and outcomes for customers.

Overview

6
6
years of professional experience

Work History

Service Delivery Manager

Chime Solutions
Dallas, TX
09.2020 - 03.2021
  • Managed Key Performance Indicators for a team of 18-20 Customer Care Representatives
  • Recommend solutions and prepared Corrective Action Notices for attendance, performance, and conduct as outlined by current HR and department policies
  • Reconciled occurrence reports and sent updates to Workforce Management (WFM) team daily
  • Completed scorecards according to client requirements
  • Provided clear and concise responses to clients regarding escalations, to include action plan to avoid issue from re-occurring
  • Collaborative with client briefing financials
  • Oversaw team’s payroll weekly.

Customer Services Representative

Experian
Allen, TX
02.2017 - 09.2020
  • Served as a team mentor, assisted with providing clear and concise responses to clients regarding escalations, including action plan how to resolve the issue going forward
  • Collaborative relationships with key stakeholders for client team
  • Trained new hires classes/crossed-trained other associates
  • Managed executives complaints written and verbally
  • Documented departmental processes and procedures
  • Researched customers' suspicious activity on credit file.
  • Documented processes and procedures.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Answered customer inquiries via phone, email, and chat.
  • Developed positive relationships with customers through friendly interactions.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.

Quality Associate Manager

AT&T Service
Richardson, TX
08.2015 - 02.2017
  • Monitored and evaluated compliance and quality of service for customer service calls
  • Reviewed live and recorded interactions to gather and document compliance quality issues
  • Researched referrals of suspicious activity and determine next plan of action
  • Navigated monitoring tools, data compilation tools, and agent tools
  • Provided data for use in measuring customer experience and compliance
  • Identified unexpected agent activity, trends, and potential risk areas
  • Recommended actions to address risk or opportunity areas
  • Conducts special studies, root cause analysis, and audits
  • Generated ad hoc reports and compiles information for readout
  • Facilitated calibration and training sessions
  • Documented processes and procedures
  • Performed at 98% accuracy or above
  • Established myself as a key contributor and SME for CBR and customer authentication campaigns
  • Led projects for new dispatch campaigns.

Social Media Manager Triage Team

AT&T Service
Richardson, TX
05.2015 - 08.2015
  • Monitored AT&T’s Social Media sites (Facebook, Twitter, Email, Forums, @ATTDEALS)
  • Identified social media Trends, Issues, News, and Reports affecting AT&T’s global reputation using
  • Worked as member of Triage Team creating and expediting cases to Mobility, Digital Life, and U-verse Social Media Managers while resolving customer issues
  • Escalated Customer issues to appropriate management channels through Radian 6 and Salesforce
  • Provided business updates and recommendations to senior level management as it relates to current and future state of social media operations
  • Worked with Corporate Communications and Legal on a daily and weekly basis to ensure the appropriate responses and messages are being delivered via social media
  • Worked Closely with different Business Units to Identify Market Issues, Outages, and Possible long-term affecting issues.

Education

Some College (No Degree) - Education

PRAIRE VIEW A&M
PRAIRE VIEW, TX

Skills

  • Strong communication skills, written and verbal
  • Amazing problem-solving skills
  • Positive attitude
  • Service delivery management
  • Key performance indicators management
  • HR and department policies
  • Workforce management
  • Client requirements
  • Escalation management
  • Financial briefing
  • Payroll management
  • Customer service
  • Team mentoring
  • Stakeholder collaboration
  • Training and cross-training
  • Complaint management
  • Documentation of processes and procedures
  • Researching suspicious activity
  • Quality and compliance evaluation
  • Monitoring tools and data compilation
  • Customer experience measurement
  • Risk assessment and recommendation
  • Special studies, root cause analysis, and audits
  • Ad hoc reporting
  • Calibration and training facilitation
  • Social media monitoring
  • Issue identification and resolution
  • Business updates and recommendations
  • Corporate communications and legal coordination
  • Market issue identification
  • Outage management
  • Call Management
  • Complaint resolution
  • Problem-solving abilities
  • Problem Resolution
  • Typing proficiency
  • Microsoft Office Suite
  • Quality Control
  • Researching
  • Critical Thinking
  • Multi-Task Management

Timeline

Service Delivery Manager

Chime Solutions
09.2020 - 03.2021

Customer Services Representative

Experian
02.2017 - 09.2020

Quality Associate Manager

AT&T Service
08.2015 - 02.2017

Social Media Manager Triage Team

AT&T Service
05.2015 - 08.2015

Some College (No Degree) - Education

PRAIRE VIEW A&M

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Victoria Washington