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<pre>Array ( [var] => cut_url ) </pre> Resume for Randy J. for Customer Support / Client Care in Kent, Washington. Search More Resumes for Customer Support / Client Care on Resumark.com #KSZGH5RPJ
 

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Resume for Randy J. for Customer Support / Client Care in Kent, Washington




Occupation: Customer Support / Client Care Industry:
Country: United States City: Kent
State: Washington ZIP: 98030



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RANDY J.
• Kent, Washington • •
PROFILE
Analyst, Quality Assurance • Customer Service Representative
Accomplished customer service professional with more than years of progressively responsible
experience producing superior customer satisfaction. Recognized ability to effectively train,
mentor, and motivate teams to the highest levels of productivity. Earned reputation for
commitment to quality assurance in diverse industries. Strong interpersonal, organizational, and
analytical skills enhance capacity to multitask, prioritize, and execute competing demands.
Highly regarded for talents in oral and written presentations.
Program Development • Quality Assurance • Training • Vendor Relations • Customer
Service Global Business • Conflict Resolution • Diagnoses & Resolutions • Corporate
Communication Documentation • Healthcare Information Services • Accident & Health
Insurance Operations
Writing • Account Management • Periodic Reports • Mentoring • Presentations • Scheduling
PROFESSIONAL EXPERIENCE
PHILIPS HEALTHCARE, ADECCO STAFFING – BOTHELL, WA –PRESENT
Philips provides innovative and affordable technology solutions throughout the entire care cycle.
Quality Assurance Coordinator
Communicate with GSS and business lines to review and investigate fieldperformance
information on medical devices. Evaluate the validity of complaints and safety incidents. Generate
actionable data to monitor quality trends and improvements. Ensure global compliance of
regulations on medicaldevice quality. Contact customers for status of heart defibrillator
returns. Make review decisions independently, close service orders, and manage backlog. Handled
a high call volume of inbound phone calls, and email contact per day assisting client concerns.
Resolve more than % of complaints monthly.
ACS, A XEROX COMPANY – KENT, WA –
ACS IS A Global leader in BPO and IT outsourcing.
Quality Assurance Analyst / Team Coach, –
Trained and provided statistical and performance feedback to customer care team members.
Evaluated performance and skill improvement and reported results to management team. Tracked
and reported on workloads, response time, and quality of service. Managed daily operations,
accounts, QA, vendor relations, and program development. Monitored offshore team to ensure
compliance with company standards. Provided support to staff on diagnoses and resolutions.
Scheduled equipment maintenance and repair schedules. Assisted upset or uncooperative
customers on a professional level by phone or email resolving problems or concerns.
Increased revenues by establishing client relationships.
Retained customers through ensuring customer satisfaction while adhering to company policies
and procedures.
Received employer commendations for strong administrative support and strict adherence to
achieving deadlines.
Developed incentive programs.
ACS, A XEROX COMPANY CONTINUED
Facility Trainer, –
Assisted senior staff in evaluating and determining business unit and group training needs.
Participated in developing and delivering training programs; provided curricula and training
methodology input and recommended revisions and additions.
Customer Service Lead / CSR, –
Supervised customer service representatives. Reviewed rebills prior to electronic submission.
Researched billing and customer service issues. Provided discounts and applied payment plans.
Engaged in collection activities and input payments. Audited accounts and changing demographic
information. Updated weekly employee schedules.
CENDANT – BELLEVUE, WA –
Cendant is a timeshare company.
Financial Service Representative
Maintained collection processes for more than accounts monthly. Used Internet search
engines for skip tracing. Charged with lowering delinquency rate.
Renton Collections, Inc. – Renton, WA –
RENTON COLLECTIONS PROVIDES PRECOLLECTION AND COLLECTION SERVICES.
Collections Representative
Collected delinquent accounts for medical providers. Generated outbound and inbound calls.
Prepared legal basis for lawsuits on delinquent accounts.
TECHNICAL SKILLS
Microsoft Excel & Word
PROFESSIONAL DEVELOPMENT
Completed the following courses:
Trackwise Work Instructions for Customer SolutionsÊÊ
Trackwise TrainingÊÊ
Trackwise Tool Training for Complaint
Trackwise Refresher Training IV
Customer Communications

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