JMJoanne McCune
@joannemccune
Dedicated senior quality evaluator with a strong background in customer service.
United KingdomWhat I'm looking for
I am a dedicated professional with extensive experience in customer service and quality evaluation. My career began as a receptionist, where I honed my communication skills and learned the importance of creating a welcoming environment for visitors. Over the years, I transitioned into a sales advisor role at Concentrix, where I excelled in both inbound and outbound calls, ensuring customers received the best possible service.
Currently, I serve as a Senior Quality Evaluator at Concentrix, where I leverage my experience to coach and support fellow advisors. I listen to call recordings and provide constructive feedback, helping my team meet client expectations and improve their performance. My passion for technology and customer service drives me to continuously seek ways to enhance the customer experience.
Experience
Work history, roles, and key accomplishments
Senior Quality Evaluator
Concentrix
Jan 2020 - Present (5 years 5 months)
Evaluated call recordings of sales advisors, providing constructive feedback for performance improvement and coaching. Ensured advisors met client (O2) requirements and accurately updated customer accounts.
Sales Advisor
Concentrix
Jan 2015 - Present (10 years 5 months)
Engaged in both inbound and outbound calls for O2 clients, focusing on upgrading existing customers and setting up new connections. Utilized O2 systems daily to accurately update customer accounts for all orders.
Receptionist
Swann Training Services
Jan 2014 - Present (11 years 5 months)
Handled telephone calls, maintained a tidy reception area, and welcomed visitors. Managed student documents, including filing, photocopying, faxing, and processing work experience timesheets.
Receptionist
Foster Care Associates
Jan 2012 - Present (13 years 5 months)
Managed incoming and outgoing telephone calls, ensuring efficient communication. Maintained a clean and organized reception area, welcomed visitors, and handled filing tasks.
Education
Degrees, certifications, and relevant coursework
Ashfield Girls’ High school
GCSE, Science
Grade: D
Completed GCSE in Science. Gained foundational knowledge in various scientific disciplines.
Ashfield Girls’ High School
GCSE, Learning for Life and Work
Grade: C
Achieved GCSE in Learning for Life and Work. Developed practical skills and understanding relevant to personal and professional development.
Swann Training Services
NVQ Level 2 Diploma, Business Administration
Obtained an NVQ Level 2 Diploma in Business Administration. Acquired practical skills in administrative tasks and office procedures.
Concentrix
NVQ Level 1, Maths
Completed NVQ Level 1 in Maths. Developed fundamental mathematical skills applicable to various contexts.
Concentrix
NVQ Level 1, English
Completed NVQ Level 1 in English. Enhanced foundational literacy and communication skills.
Concentrix
Level 2 Diploma, Customer Service
Achieved a Level 2 Diploma in Customer Service. Developed essential skills for effective customer interaction and support.
Tech stack
Software and tools used professionally
Availability
Location
United KingdomAuthorized to work in
Job categories
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