Ruth Watts has over 15 years of experience in customer service roles, including as a Quality Analyst, Trainer, and Manager. She has a proven ability to handle high call volumes while maintaining a focus on excellent customer service. She is currently a Quality Analyst for multiple projects at CSS Corp, where she provides training and analyzes escalated customer issues.

1. Ruth Watts 114 W. 7500 S. Midvale, UT 84047
Ruthdwatts.1@gmail.com 801-651-2768
Summary
Highly experienced Customer Service professional. Ability to handle high volume of quality calls.
Working in a fast paced environment, with minimum supervision, while maintaining emphasis on the
highest quality of client service. Exceptional listening skills, along with superior oral and written
communications. Comfortable with interaction and diversity of all levels within the organization and public.
Invaluable problem solving and negotiating skills. Ability to make decisions independently and quickly with
minimal escalations. Have worked as Quality Analyst and Trainer for a Fortune 500 company. Current
employment with CSS Corp as a Quality Analyst for 3 different projects and 10 clients.
Experience
Employment History
CSS Corp, Draper, Utah 01/17/2014 to Present
Quality Analyst –Currently working as Quality Analyst for multiple projects within the Company.
Responsible for maintaining High levels of customer service for all agents with continual trainings to
assist in improvement of the teams. Provide training for soft skills with all new agents, prior to contact with
the projects customers. Conduct calibrations with clients and provide root cause analysis for escalated
cases.
Convergys, Taylorsville, Utah 2005 to 2014
Trainer- Responsible for all new hire training for Chrysler (Fiat Chrysler) project. Worked directly with the
client to ensure quality of material and worked on improvements. Responsible to work with client on any
new information needing to be provided to the agents on new products.
Manager- Supervised over 20 employees at any given time. Responsible for payroll, Organizational
duties and multiple other tasks within a manager setting.
Transaction Monitor Evaluator- Responsible to Quality reviews for over 80 agents. Provided one on
one coaching with each agent to continually improve quality of customer service for client. Attended
Calibration on weekly basis with client to ensure we meet client’s needs. Assisted with United States
Census Project as an Evaluator then a Quality Supervisor for over 68 Quality Analyst.
Lead Case Manager- Responsible to take escalated phone calls for agents when customers request a
supervisor. Assisted with special projects from Client for high level customers.
Washington Mutual 2000 to 2005
Personal Financial Representative- Responsible for assisting tellers, supervising front end process and
training of new tellers, Mortgage and Line of Credit Loan processing, and managing vault accuracy for up
to $800,000 at one time.
Skills
• Microsoft Products • Management • Proficient in Verint, QMG and Qconnect
• Customer Service • Quality • Multitasking
• Training • Adaptability • Proficient in TimeTrex payroll system
• Critical thinking • Problem solving • Dependable and reliable
Education
Bingham High School, South Jordan, Utah
H.S. Diploma
Salt Lake Community College- Bachelors in Education