1. JOANN WASSON
7920 Bayonet Circle Apt A, Fort Carson, CO 80913 C: 719-291-7900 Joann.Wasson@Outlook.com
I am a highly skilled Customer Service Manager with substantial experience in the implementation and
management of large-scale customer service operations as well as fulfilling strategies.
The extent of my knowledge is significant and covers a broad range of administrative and technical skills in
several key areas including database applications, automated phone systems, fulfillment tracking and quality
assurance best practices. My experience in this field would guarantee a strong and stable growth for your
origination.
Skilled in call center operations
Call center metrics decoding aptitude
Strong problem solving aptitude
Familiarity with Key Performance Indicators
(KPIs)
Avaya Software knowledge
Exceptional workflow management
Exceptional interpersonal communication
Excellent time management skills
Effective problem solver
Customer-focused
Microsoft Outlook, Word and Excel
Exceptional telephone etiquette
MS Office expert
Quality Analyst Supervisor, 10/2015 to Current
Startek Inc. – 4455 Arrowswest Dr., Colorado Springs, Co 80919
Monitored and evaluated agent interactions with members/customer's and then coached the agents on customer
service soft skills as a Quality Analyst Supervisor.
Document Processor, 09/2015 to 10/2015
Startek Inc. – 4455 Arrowswest Dr., Colorado Springs, Co 80919
Assess and evaluate school documents sent in for students in multiple states to make sure that they fit the state
requirements. Then, we would approve and/or deny those documents.
Insurance Premium Specialist, 07/2015 to 09/2015
Startek Inc. – 4455 Arrowswest Dr., Colorado Springs, Co 80902
Reviewed customer premiums and subsidy's with customer and took premium payments.
Pharmacy Benefit Manager, 11/2014 to 07/2015
Startek Inc. – 44555, OH
Communicate with doctors offices and insurance companies to ensure that patients would receive their
prescriptions in a timely manner. We also, managed prior authorizations that would be required by the
insurance company's.
Customer Service Supervisor, 08/2013 to 11/2014
Xerox Corp. – 2424 Garden of the Gods Rd., Colorado Springs, Co 80919
Manage a team of 13-18 agents. This includes their payroll, call center metrics, attendance, training, coaching
and being available for their support.
Service Dog Trainer, 06/2009 to 06/2011
Wounded Warrior Project – Fort Stewart, GA
Effectively assisted returning Army Vet's in training service dogs to fit their needs and/or disabilities caused
during their deployments.
Associate of Applied Science: Political Science, Current
PROFESSIONAL SUMMARY
SKILLS
WORK HISTORY
EDUCATION
