Annette Couch
SUMMARY OF QUALIFICATIONS
Progressively responsible experience in the
Administrative Assistant field. Expertise in assessing problems and
instrumental in achieving effective solutions.
PROFESSIONAL EXPERIENCE
Texas
Instruments, Dallas, TX 1976-2005
Texas Instruments
Incorporated (TI) (NYSE: TXN) is a global semiconductor company and the world’s
leading designer and supplier of real-time signal processing solutions. The company’s
businesses also include sensors and controls, and educational and productivity
solutions.
Quality Assurance Coordinator, Product Information Center (2000-2005)
v
Spearheaded team that created and implements
call auditing (monitoring) process.
v Identified
areas of weakness while targeting improved live interaction training, lowered
average speed to answer and improving completion rate.
v Mentored
call center agents via one-on-one training, focusing on areas of positive
efforts as well as areas for improvement.
v Reinforced outstanding quality service
practices by presenting customer comments in a positive peer atmosphere as well
as on a one-on-one daily basis.
v Provided
training with the tools that improved the customer experience with Texas
Instruments.
v Resolved
customer complaints.
v Investigated
and resolved customer issues that arose in customer feedback surveys.
v Actively
interfaced with other departments and groups to resolve customer issues.
v Managed
the Aspect ACD (automatic call distributor).
Information Specialist, Product Information Center (1995-2000)
v Transitioned successfully from consumer products to
semiconductor customer support.
v Maintained call center performance indices.
v Provided quality customer support for semiconductor
products.
v Conducted customer satisfaction surveys.
Special Projects Manager, Educational and
Productivity Products Call Center (1995)
v
Maintained Teknekron Infoswitch ACD for
200-person call center.
v
Interfaced with literature fulfillment house
for customer requests.
Supervisor, Educational and Productivity Products
Call Center (1988-1995)
v
Transitioned call center from Lubbock, TX to
Temple, TX, which entailed interviewing, training and mentoring an entire new
staff.
v
Participated in the installation of new ACD
switch at the Temple, TX site.
v
Managed escalated customer calls.
Customer service representative, Consumer Products
Call Center (1978-1988)
v
Assisted customers with calculators, watches,
literature and accessory sales.
v
Provided specialized assistance with customer on
electronic thermostats and language translators.
v
Diagnosis and repair
problems with customer digital watches.
v
Established and
implement cost saving process for the repair of watches.
Bachelor of Science in Speech
West Texas A & M
Associate of Arts in Speech
Howard
College at Big Spring, TX
Professional
Development
Survey of Technical Writing,
Richland College.
Call Center: Inbound Customer
Service, DBM (Drake, Beam and Morin)
Call Center Management: Managing an
Inbound Call Center, DBM (Drake, Beam and Morin)
Excellence in Service: Providing Superior Customer Service(Drake,
Beam and Morin)
The Write Way, Texas Instruments Legal
Department
Professional Business Writing,
Skillpath
How to
Replace Workplace Negativity with Enthusiasm, Dale Carnegie
SPECIAL SKILLS
MS Word, MS Excel, MS Outlook, MS PowerPoint,
Photography, Public Speaking.