Ailini T

Experienced in Customer Service & Tech Support

Orem, UT
tuitavukiat@gmail.com - (801) 513-6155
I have been a stay-at-home ever since I stayed from my previous job held at Teleperfomance USA. We moved
to California at the beginning of January of last year (2014) for my husband's work. We are now heading back
to Utah to make it our permanent home and would love to get back into the workforce. Working lets me keep
my sanity and allows me to have a time to myself and speak with adults instead of children. :)
I enjoy helping and listening to others. I love to work with computers and I do love to type as well. I am willing
to learn new things and improve my own skills by learning from others. I am a fast learner. I am a person many
would call, "coachable". I adapt to changes quickly and easily get along with others.
I am interested in a job where my skills will be utilized and will help me improve and gain skills.
Authorized to work in the US for any employer

WORK EXPERIENCE

Tech Support (Verizon FiOS)

Teleperformance USA - Lindon, UT - July 2012 to December 2012
Responsibilities
Diagnose and provide path to resolving inquiries.
Analyze problems effectively at all time and problem-solve to help customers resolve issues.
Accurately log all customer interactions in data management system.
Skills Used
-Troubleshooting internet connections (Windows or MAC), phones (VOIP)/fiber optic, and TV cable.
-Using Windows Operating system.
-Phone etiquette.
-Customer service skills/Deescalating customers.
-Typing/10-Key

Customer Service Representative (Zion's Bank)

J & S Professional Recruiting - Salt Lake City, UT - January 2006 to November 2006
Responsibilities
Answer incoming calls inquiring about their accounts with the bank, answer and resolve customers questions
with their bank accounts, and transferred calls to the appropriate department. Up-sell accounts.
Be decisive to either remove or keep the fee charged on the account by the bank.
Re-issued debit/credit cards and took payments for credit cards.
Enroll customers for online access to their accounts, reset passwords and challenge questions, and unlocked
customers online access to their accounts.
Skills Used
-Customer service skills/deescalating customers.
-Phone etiquette.
-Using Windows system.

-Typing/10-key
-Basic accounting skills

Quality Assurance Analyst (Dell)

Teleperformance USA - Salt Lake City, UT - October 2002 to December 2004
Responsibilities
Quality Assurance Analyst:
Promoted to this position. Able to work with very little supervision.
Accurately input data into database using MS Access and MS Excel.
Suggested new methods to input data into database with less time consuming and errors.
Zipped and unzipped files using Winzip, renamed files in database, and uploaded files into database.
Monitored calls and pre-recorded calls by Customer Care Representatives and Sales Representatives.
Offered suggestions and coaching on how to improve quality of the calls in collaborations.
Relationship Manager (Juniper Bank credit card):
Processed credit applications, balance transfers, and payments.
Be decisive to either waive or not to waive late fees, annual fees, and finance charges.
Activated credit cards.
Answer and resolve questions and issues regarding customers credit card account.
Transferred calls to the appropriate department.
Accomplishments
Quality Assurance Analyst:
-Reliability, very little supervision
-Offer fast and efficient ways for data entry because I had knowledge of MS Excel and MS Access.
-Offering coaching suggestions to team leaders.
Relationship manager:
Offered cross-sells on majority of my calls which increased the percentage of cross-sells accepted by
customers for the call center.
Won Top Agent for Quality Assurance for 3 consecutive months with a score of 100%.
Won Top Agent for Cross-Sells for 3 consecutive months for having the highest offering percentage rate.
Skills Used
Quality Analyst:
-Using Windows system and MS Outlook, Excel, PowerPoint, and Access.
-Use WinZip.
-Listen effectively to calls; detail oriented.
-Typing/10-Key
Relationship manager:
-Customer service/deescalating customers
-Phone etiquette
-Using Windows system and DOS program
-Typing/10-Key

Management & Administration

Lokelane Wear - Brigham City, UT - August 1997 to June 2000
Responsibilities

Answer incoming calls inquiring about their orders and made follow-up calls to customers to notify them of
orders being processed and ready for pick up.
Greet customers and secured checks and/or cash and made change and receipts.
Kept records of all orders that have been processed, completed, and picked up.
Scheduled appointments for the seamstress.
Made business cards and package labels for company using MS Word.
Deposited funds into companys bank account.
Accomplishments
-Able to offer fast & efficient ways to keep records of transactions and orders.
-Able to manage home business office so owner can focus on creating and finishing orders before or by the
due date/time.
Skills Used
-Using Windows system to create labels and flyers within MS Word.
-Using MS Word and Excel for data entry.
-Typing/10-Key.
-Customer service skills/deescalating customers.
-Phone etiquette and greeting customer professionally face-to-face.
-Basic accounting skills.

EDUCATION

HS Diploma in General
Box Elder High School - Brigham City, UT
1997 to 2000

SKILLS
Windows, MAC, Typing 60+ wpm and 10,000+ ten-key kph, MS Word, MS Excel, MS Access, MS Outlook,
MS PowerPoint, Computer literate, use standard office equipment, Phone etiquette, Customer service, listen
effectively