Cara Roach
Athens
Summary
Dynamic Customer Service Advocate and QA Specialist at 4patriots, skilled in relationship building and quality assurance. Expertly resolved customer issues while enhancing service standards, leading to improved satisfaction. Proficient in data entry and technical support, consistently delivering personalized assistance and fostering strong customer connections.
Overview
6
6
years of professional experience
Work History
Customer Service Advocate and QA Specialist
4patriots
Nashville
08.2022 - 04.2025
- Developed strong relationships with customers by providing personalized assistance and support.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Developed positive relationships with customers through friendly interactions.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Updated system with order specifics and customer details, preferences, and billing information.
- Consulted with management and personnel to educate on QA standards.
- Prepared and presented detailed reports on quality metrics, trends, and improvement initiatives to management.
- Evaluated new features or enhancements from a quality assurance perspective.
Call Center Team Leader
Windham Professionals Inc.
Hendersonville
02.2019 - 03.2022
- Evaluated assigned team members and prepared relevant performance reviews.
- Developed and monitored key performance indicators to assess team productivity.
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
- Evaluated agent performance through real-time coaching sessions and provided feedback on areas needing improvement.
Education
High School Diploma -
Maryville High School
Maryville, TN05-1987
Skills
- Customer relationship management
- Technical support
- Data entry
- Effective communication
- Quality assurance
- Time management
- Relationship building
- Computer proficiency
- Issue and complaint resolution
- Understanding customer needs
- Multitasking Capability
- Customer service
Affiliations
- I was director over the Festivities team. We presented skits and fun games to keep the advocates motivated.
Accomplishments
- December of 2023 I was promoted to Quality Assurance Specialist.
- I exceeded KPI's and was named "Advocate of the quarter 2023."
References
References available upon request.
Timeline
Customer Service Advocate and QA Specialist
4patriots
08.2022 - 04.2025
Call Center Team Leader
Windham Professionals Inc.
02.2019 - 03.2022
High School Diploma -
Maryville High School
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