Customer Service Quality Assurance

Valerie Moore

Email: abpuz5@r.postjobfree.com

Address: **** *** ********* *** **

City: Washington

State: DC

Zip: 20011

Country: USA

Phone: 202-***-****

Skill Level: Entry

Salary Range: $45,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Valerie Moore

Washington, DC - 202-***-**** - abpuz5@r.postjobfree.com - U.S. Citizen

Career Objective

Utilize and develop my technology skills while contributing to the success of my team.

Technology Summary

- Microsoft Office Specialist Certifications: Excel Expert and Access Expert.

- MS Office: Word, Excel, Access, Outlook, and PowerPoint.

- Web design and maintenance using HTML, JavaScript, PHP, and MySQL.

- Adobe Acrobat Professional; Adobe Photoshop.

Acknowledgements

- Library of Congress newsletter, Minding Matters: Newsletter of Library Services (April 30, 2012);

- Kearny's March: The Epic Creation of the American West, 1846-1847 by Winston Groom (Random House, 2012);

- Shadow of the Titanic: The Extraordinary Stories of Those Who Survived by Andrew Wilson (Simon and Schuster, 2012).

Professional Experience

Library of Congress, Administrative Officer / Customer Service Representative, December 2007 to October 2012

- Provided program support, customer service, and account administration for the Office of Business Enterprises, the Library`s cost-recovery operations.

- Utilized Remedy, Microsoft Office`s Word, Excel, Access (including SQL), Outlook, and PowerPoint, Novell GroupWise, Adobe Acrobat Professional, Everest, PeopleSoft, and a variety of web-based applications to perform office operations and program management.

- Provided account administration and technical support for web-based products to library clients.

- Participated in full SDLC of website redesign project and provided quality assurance testing for website applications.

- Provided quality assurance testing and participated in customization task group for customer service database migration project.

- Analyzed inventory, order, fulfillment, and accounting processes as part of ongoing systems replacement project.

- Obtained Contracting Officer`s Representative FAC-COR Level II certification.

- Coordinated and organized contracts for division, including the processing of new contracts, exercising of option years, liaising with vendors, processing of invoices, resolving discrepancies, communicating with Contracts office, acting as COR, and researching requirements and vendors.

- Gathered and analyzed data from files and researched to identify problems and resolve discrepancies.

- Collected data from staff, vendors, and customers and entered data into appropriate databases.

- Tracked open issues and followed up to ensure timely processing of issues to meet our SLAs.

- Created training and procedural manuals for office.

Armstrong, Doyle, and Carroll, Temporary Employee, October 2007 to November 2007

- Used Microsoft Word and Excel knowledge to prepare time-sensitive tax material and investment account summaries.

Education

University of St. Andrews - St. Andrews, Scotland, UK (2003-2007)

- M.A. (Honours) in International Relations and Social Anthropology

Archbishop John Carroll High School - Radnor, PA (1999-2003)

- National Merit Commended Scholar

Community Service

- Junior League of Washington (2010 to present). Provided technical support and training for the website, which provides the major foundation for the League`s administration. Updated informational and e-commerce portions of website.

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