Customer Service Quality Assurance

William Love

**** ******** **, *** * Pittsburgh, PA 15219 412-***-**** ********@*******.***

Professional Experience

IMPRO CORP – Pittsburgh, PA

Returns Manager/Warehouse Associate, 2011 to 2012

Introduced a Returns Merchandise program that brought down the percentage of defective products

sent back to the company. Managed data and formulated return reports. Assisted customer service

with disputes and anything returns related. Maintained daily contact with Distribution Centers and

Sales Reps. Assisted warehouse manager in shipping and receiving departments.

IMPRO CORP – Pittsburgh, PA

Customer Service Representative/Team Leader, 2004 to 2010

Handled many tasks including order entry, live chat, customer service training. Processed returns,

investigated monetary disputes, processed replacements and credit memos. Maintained daily contact

with Distribution Centers and Sales Reps. Experienced in warehouse receiving and vendor

reconciliation.

DIALAMERICA MARKETING, INC – Pittsburgh, PA

Lead Verifier, 2003 to 2004

Oversaw verification of financial services accounts. Manage a team of Quality Assurance

representatives. Perform initial and residual training for new and existing staff. Conduct performance

evaluation and review for staff. Update and maintain personnel records.

PRACTICE MECHANIX, INC – Pittsburgh, PA

Office Manager, 2002 to 2003

Introduced a statistical evaluation system that enhanced efficiency. Implemented an HR system to

support employee tracking and cost analysis. Created a system for wage and salary administration.

Updated and maintained personnel records. Handled labor relations and unemployment issues.

Coordinated weekly teleconference schedules for clients.

DIALAMERICA MARKETING, INC – Pittsburgh, PA

Branch Office Assistant, 2000 to 2002

Provided weekly wage and salary administration. Worked with HR liaison to support payroll and

employee tracking. Updated and maintained personnel records. Handled labor relations and

unemployment issues. Scheduled and screened interviews for the branch.

DIALAMERICA MARKETING, INC – Pittsburgh, PA

Quality Assurance Supervisor, 1995 to 2000

William Love

3025 Brereton St, Apt 4 Pittsburgh, PA 15219 412-***-**** ********@*******.***

Managed a team of Quality Assurance representatives. Performed initial and residual training for new

and existing staff. Updated and maintained personnel records. Handled customer service concerns.

Education

PENN FOSTER CAREER SCHOOL – SCRANTON, PA

Medical Coding and Billing Diploma, 2012 (currently in program)

INDIANA UNIVERSITY OF PENNSYLVANIA – INDIANA, PA

B.S., Communications Media, 1994

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