Carol L. Hall

*** ****** ******, **********, ** *2068

Cell: 904-***-**** Email ID: abk7iv@r.postjobfree.com

Summary:

Dedicated and Technically skilled Business Professional with a versatile

administrative and quality support skill set developed through experience.

Offer advanced computer skills in MS Office Software along with other

applications / systems. Strong attention to detail, the ability to learn

quickly and a strong customer service skill set.

Skills:

Provide technical support and training for Excel (including macros),

PowerPoint, MS Word, Lotus, WordPerfect, ABC FlowCharter, Visio, Outlook,

Microsoft Publisher, Customer Center Measures (CCM), Lotus Notes,

PeopleSoft and some Statistical Process Control (SPC). Utilized and

trained on HTML, Photoshop, MS Project and MS Access. Developed and

analyzed performance measurements at all levels. Utilized these tools to

provide analysis, recommendations and project plans to improve overall

customer service and company measurements.

Career Experience:

EXPORT CORPORATION - Brighton, Michigan 6/07 -

11/08

Account Rep. / Customer Service / Administrative Support

o Accounting / Administrative support including but not limited to:

customer service, invoicing, receiving, data entry, filing, typing,

handling accounts, and ad-hoc reports. Utilize internal software

along with many others.

OFFICETEAM - Ann Arbor, Michigan

8/04 - 6/07

Secretarial / Administrative Support / Reports

o Administrative support including but not limited to: data entry,

filing, typing, switchboard, word processing, publications,

presentations, databases, ad-hoc reports and spreadsheet

development. Posting payments, calculating payroll, expenses and

check requests, and logging payments.

CONVERGYS - Jacksonville, Florida

9/15/00 - 8/03

HR Assistant Manager / Quality Report Specialist, 2/2002-8/2003

o Communicate and train customers regarding Headcount and Attrition

information for entire company.

o Created ad-hoc reports and presentations as needed for various

types of information.

o Manage reports and system that communicated headcount and attrition

information. Reports gathered daily, weekly and monthly results.

o Train customers on new and existing reports.

o Trouble-shoot and test new reports for system reporting.

o Research employee issues regarding pay, benefits, vacation and etc.

o Put together Monthly binders regarding companies Headcount and

Attrition. Distributed to Senior VP's and Executives.

Report Manager / Quality Specialist, 9/15/00-2/2002

o Managed a team of quality control specialist's which measure daily

results for sales and Save Desk customers interested in the

Wireless Project.

o Strived to identify and communicate opportunities for improvement

and overall awareness around quality. Identified opportunities to

automate reporting and quality information.

o Managed a team of report specialist's which gathered daily, weekly

and monthly results.

o Prepared reporting structures and run accurate reports on key

metrics of the business.

o Trouble-shoot for reporting and system problems and identifying

areas of improvement.

Carol L. Hall (Page 2)

CITIBANK/AT&T UNIVERSAL CARD SERVICES - Jacksonville, Florida 3/1990 -

9/14/00

Process Support Analyst/Quality Manager, 1997- 9/2000

o Managed a team of 14 - 18 quality control specialist which measured

daily results for inbound consumer credit card and direct billed

card (DBC) customers inquiries

o Responsible for monitoring, reviewing and evaluating incoming calls

for accuracy and the interaction between the customer and the

associate.

o Identified and supported process improvement strategies through

statistical analysis methods including control charts, identifying

trends, pareto charts, interpreting data, and analysis.

o Responsible for gathering data, approving, and implementing

measurements to identify gaps and to improve the overall process.

Process Support Specialist, 1995-1997

o System administrator for Customer Center Measures (CCM) database

utilizing SQL and Lightship applications.

o Report 128 daily, weekly, and monthly company quality indicators.

o Facilitate and serve as a member on the Measurement Review

Committee to gather data, approve, and implement measurements

framework and methods.

MIS/ Reports Analyst, 1994-1995

o Administered Quality Information System (QIS) that collected 120+

daily quality indicators.

o Provided data aggregations and analysis for multiple departments.

o Redesigned and provided daily MIS for the Corporate Quality

Organization.

o Assisted Process Engineering Team in the development and deployment

of Statistical Process Control (SPC).

o Gathered quality related information for Chairman's Quality Award

(CQA) application and site visits.

Marketing Quality Analyst, 1993-1994

o Measured quality performance daily, weekly, and monthly for vendor

organizations.

o Identified and analyzed process breakdowns and initiated

resolutions.

o Assisted Process Engineering Team in the development and deployment

of SPC.

Information and Technology Service Quality Analyst, 1992-1993

o Measured quality performance daily, weekly, and monthly.

o Identified and analyzed process breakdowns and initiated

resolutions.

o Facilitated process performance reviews.

o Gathered quality related information for Malcolm Baldrige Award and

Chairman's Quality Award (CQA) applications and site visits. -

Building charts and information for awards.

MIS/ Reports Analyst, 1991-1992

o Designed, implemented, and maintained daily Quality reporting for

all UCS departments.

o Developed Monthly Business Review, process reliability charts and

graphs, and monthly time tracking for the quality process.

o Prepared visual presentations for daily reliability measurements.

o Coordinated storage of quality data and analysis using dataease.

Quality Analyst, 1990-1991

o Cofounder of UCS Quality Measurement System (QIS) which reported

and trended 120 performance indicators.

o Aggregated daily quality in QIS and produced company wide reports

on a daily basis.

o Provided daily quality assurance checks on payment processing.

o Received two departmental awards; Commitment Award and Quality

Award.

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