Customer Service Quality Assurance

Objective

Administrative assistant position allowing for parlay of demonstrated

organization, customer service, and communication skills proven by 10 years

of successful, employment.

Profile

Motivated, personable business professional with multiple awards received

for performance during a successful 10-year employment. Talent for quickly

mastering technology and accustomed to handling sensitive, confidential

records. Demonstrated history of producing accurate, timely reports.

Skilled at learning new concepts quickly, working well under pressure, and

communicating ideas clearly and effectively.

Skills Summary

Office Skills: Customer Service

Records Management Schedule Management

Database Administration Sales

Written Correspondence Front-Desk Reception

Computer Skills:

Microsoft Word

Microsoft Excel Microsoft Outlook

Microsoft PowerPoint

Mail merge

Windows

Professional Experience

1 Revenue Specialist II 2006-2012

2 (Department of Revenue, Tallahassee, Florida)

Provided unsurpassed customer service

Administrated confidential case information to clients

Answered a high volume calls averaging 320 calls weekly

Earned excellent marks on performance reviews, with citations for

excellence in areas including work volume, accuracy and quality

Inputted data entry into systems such as (CAMS, Florida, Callmaster and

SAP)

Utilized Microsoft programs such as Word, Excel and Office Suite programs

such as Internet Explorer

Served as Certified Trainer Assistant- assisted the Training Coordinator

with training the new hires (monitored them on the phones, provided

guidance on policies and procedures as needed)

Quality assurance experience where data is reviewed to ensure that the

information is accurate

Created training modules and pamphlets for new hires.

Provided on-hand training with learning materials.

Interprets laws, rules, policies and/or regulations.

3 clerk 2005-2006

4 (department of corrections, Tallahassee, florida)

Interpreted established policies, laws, rules, and guidelines and provided

information for the resolution of actions, issues, and problems.

Prepared administrative/personnel related paperwork and reviewed materials

for completeness and accuracy prior to transmitting.

Provided impeccable customer service and dispatched calls within

departments.

Quality assurance in reviewing budget funds for appropriate inmates'

accounts.

Ensured full compliance with agency requirement and tight deadlines.

Conducted daily administrative activities and/or special projects.

Processed a variety of routine correspondence and prepared replies, as

needed.

Prepared and reviewed memoranda, correspondence, and reports that impacted

the decision-making process.

Assisted management in providing analysis and research on a variety of

administrative matters.

Compiled and analyzed data for administrative decisions

5 Sales Associate 2004-2005

6 (Wal-mart, tallahassee, florida)

Monitored and tracked inventory for an accurate merchandise count

Ensured merchandise was available for purchasing

Maintained a cleanliness environment for food processing

Adhered to training guidelines and department guidelines

Eliminated damage or expired food

Ensured department was in compliance with regulations to avoid safety

hazards or safety violations

7 Welcome Specialist 2004

8 (Cici's pizza, tallahassee, florida)

Provided impeccable customer service in person as well as on the phone

Assigned orders to staff as needed

Supervised and monitored the restaurant operation for adherence to store

policies

Ensured cleanliness and compliance with health regulations

Completed health department food protection and food handling training

courses

9 Crew member 2003-2004

10 (whataburger, tallahasse, Florida)

Provided impeccable customer service

Schedule management for accurate attendance

Adhered to company's policies and procedures

Ensured compliance with Occupational Safety and Health Administration

(OSHA) regulations

Ensured compliance with United States Department of Agriculture (USDA) food

safety regulations

Operated restaurant machinery

Compiled and prepared stock for numerous shift changes

Handled monetary funds' and transactions

Education

Associate Degree in General Transfer

Tallahassee Community College- Tallahassee, FL

STandard high School Diploma 2004

James S. Rickards High School- Tallahassee, FL

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