JoAnna Course

To gain a position where I can utilize my past experience teamwork, and skills to better an organization

Quality Assurance/Customer Service - Expedited Travel - Remote-Dallas, TX

(2023-04)

• Listening to and analyzing call recordings.
• Evaluating customer service interactions (calls, chats, emails) against established quality standards and metrics.
• Identifying strengths and weaknesses in agent performance.
• Tracking key performance indicators (KPIs) like call handling time, customer satisfaction scores, and resolution rates.
• Identifying trends and patterns in customer interactions.
• Generating reports and providing data insights to management and supervisors.
• Providing constructive feedback to agents on their performance, both individually and as a team.
• Coaching and mentoring agents to improve their skills and knowledge.

Chat Tech Support - Kelly services - Remote-Fort Worth, TX

(2021-04 - 2023-04)

Providing advanced troubleshooting and support for complex Apple hardware and software issues to customers, often escalated from Tier 1 support, requiring a deeper understanding of Apple products and services, and the ability to diagnose and resolve issues that require more in-depth analysis and problem-solving techniques, while maintaining excellent customer service

Customer Service Associate/Bookkeeper - Kroger - Clinton, MS

(2017-06 - 2021-04)

• Operated cash register to record transactions accurately and efficiently.
• Performed cash, card and check transactions to complete customer purchases.
• Maintained current knowledge of store promotions and highlighted sales to customers.
• Collected and authorized payments of guests.
• Led projects and analyzed data to identify opportunities for improvement.

Cashier/Stocker/Customer Service - Dollar Tree - Byram, MS

(2016-10 - 2017-06)

• Set up new sales displays each week
• Restocked and organized merchandise in front lanes
• Collected and authorized payments for customers
• Operated cash register for cash, check and credit card transactions with great customer service.

High school diploma - Raymond High School