Quality Assurance Sales

Kimberly Lewis

**** *** ******

Durham, NC *****

***/***-****(cell) 919/957-0111 (home)

Email: *************@*******.***

May 2013 – Present

Siemens Healthcare, Customer Care Center- Cary NC

Primary responsibility is to answer inbound calls from field service engineers and customer to dispatch call for Seimens medical equipment that needs

repair and/or troubleshooting enter the data into SAP software. Information taken from customers and field engineers are entered into outlook email

system and sent to field service engineer prism system.

February 2003 – May 2012 Wake County Human Services – Lead worker customer support center, Raleigh NC

Managed a staff of (8) call center agents that answered inbound calls from the general public concerning benefits and eligibility requirements for the

federal Food stamp assistance, Medicaid, Work first and various other human service assistance programs. The call center agents were also

responsible for scheduling medical appointments for the health department and other medical clinics. The position of lead worker scheduled lunch,

breaks to allow adequate coverage during business hours. Position also required troubleshooting of customer also handled troubleshooting for agency

complaints. Average call volume was 75K per month.

September 2000- February 2003

Worden Brothers Inc – Supervisor Call Center – Durham, NC

Supervised inbound call center staff (20+) employees; trained new employees on sales training for TC2000 stock market software. Shift was 1pm -9 pm

duties included call monitoring for quality assurance, training, scheduling staff for weekend and evening work shifts, employees were scheduled for full

or part time employment hours were 9-9 Monday – Friday and 9-3 weekends. My work hours were Sunday – Thursday. Setup weekly training and

testing for inbound sales agents to learn updates and new enhancements to software.

June 1998 – September 2000

Qualex/Kodak Company– Executive Assistant, Durham NC

Prepare documentation, grants, correspondence, for department manager. Ordered supplies, maintained office equipment and managed and distributed

workload for a staff of a staff of 5 secretarial pool. Additional duties included Managed calendar, scheduled meeting, conference calls.

Computer experience: Microsoft office package, lotus notes email, Microsoft exchange, 10 key by touch, Routematch reservation software package,

software, data entry by touch, Microsoft outlook, SAP software.

Education: Forest Park High School, Baltimore Maryland,

State of NC Cosmetology esthetician license

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