Onome Skeldon-Egi

In January 2020 I applied for an open Quality Assurance position within Bluestem Brands' customer service department and got the job. My duties included:

- Doing quality audits for phone and offline agents to ensure established procedures are being followed correctly. This involved using a quality form to evaluate a phone call or worked email and providing an appropriate score based on whether procedures were followed correctly or not, agent's tone or behavior on the phone, spelling and grammar in emails, if proper notation was left to document interactions, etc.

- Auditing phone calls and offline work for offshore agents in addition to the onshore agents.

- Auditing additional work done by agents for specific processes such as handling opt out requests for information sharing and sending letters for certain situations such as account closures, missing orders, and missing returns.

- Creating new quality forms in Excel as needed.

- Running quality calibration meetings with my manager, supervisor, and co-worker to ensure we're all on the same page on how we audit.

- Sitting in on and participating in quality meetings for other departments.

- Filling in on my co-worker's specific duties as needed when they are out of office.

I was hired through a temp agency in October 2010 then became a full-time Bluestem employee in April 2011. Until 2013 I was a standard phone agent placed on the customer service phone lines. My duties included:

- Taking customer service phone calls that involved assisting credit customers with orders (taking order, tracking orders, handling missing orders, handling part requests, and handling returns), billing (providing billing statement information and taking payments), taking credit applications, and updating credit account information.

- Inputting information from customer calls into the company's account management system.

- Resetting usernames, passwords, and security questions for online customers.

- Working certain offline queues (credit refunds, postage reimbursement, etc.) .

In 2013 I was promoted to the resolution specialist phone line and taken off the main customer service phone lines. I remained in this position until I was promoted to Quality Assurance Specialist in January 2020. In additional to the above, my duties expanded to include:

- Taking escalated phone calls and warranty phone calls from customers.

- Taking help calls from standard phone agents that needed assistance.

- Rerouting misaddressed packages for customer orders when possible.

- Monitoring team chartrooms for questions and answering them appropriately.

- Taking customer service phone calls on the main line during periods of high call volume to help out the standard customer service phone agents when call queues start building up.

Made outbound fundraising calls for non-profit organizations.

This was a seasonal job I worked at when I was on summer break during my college years. I used company machinery to count inventory stock for various retail stores.