Wendy Barnett

• Currently working in as a T1 phone/chat agent.
• Worked T2 Standard during the winter peak season January 2021-March 2021 and July 2021-September 2021.
• Worked on the Promo Price Match Form special project during peak season November 2020-January 2021.
• Performed the role of SME for new T1 and skill based agents.
• Handled inbound customer chat conversations concerning products and services available on the Costco.com web site.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Responded to customer requests for products, services and company information.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Consulted with outside parties to resolve discrepancies and create effective solutions.
• Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
• Documented all customer information accurately in computer system, providing dated notes for future reference.
• Remedied issues quickly and within parameters of company-mandated policies and procedures.
• Worked closely with each customer to carefully resolve issues in a timely fashion.

I held a temporary position as a QM Specialist for the holiday season. My position was extended until February 2022. I monitored customer-facing contacts for T1 (chat and phone), T2 standard and T2 furniture agents. I provided feedback to Member Service Center supervisors and managers. I reviewed call monitors with nesting agents and provided feedback and coaching. I reached the level of completing 13-14 QMs per day.

• Reviewed financial statements and supporting documentation.
• Input financial data and produced reports using Oracle.
• Liaised with vendors and customers to resolve discrepancies.
• Reached out to vendor and customers to verify information and follow up on client issues.
• Successfully implemented new technologies and process automations to encourage continuous improvement.

• Provided regular updates to team leadership on quality metrics by communicating consistency problems or performance deficiencies.
• Developed monthly, end-of-quarter and other statistical reports, including analysis for leadership team.
• Maintained, adjusted and reconciled performance statistics for 100-120 phone agents.