Customer Service Quality Assurance

Lola A. Buafo

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

Richmond, VA 23227

703-***-****

*******@***.***

Summary of Experience

. Administrative professional fluid in supporting executives and back

office with a proven track recording for building and fostering a

positive company and office culture.

. Deliverable management, contract compliance, reconciliation, managed

fixed price efforts

. Six years of technical experience, software lifecycle understanding,

requirements, testing and invoice submission verification and

generation.

. Proven track record for controlling and minimizing cost while

working budgetary projects that resulted in payment of past due

invoices.

. Received commendation in the company's newsletter for yearly outreach

efforts.

. Received quarterly bonus for consistently demonstrating strong

attention to details and ability to managing the office with a

customer care approach.

. Handled and responded to inquiries and redirect them to the

appropriate business representative for resolution.

CORE COMPETENCIES

Office Manager, Apptis, Inc., Falls Church, VA March 2003 -

April 2010

. Provided executive level administrative support to the Senior Vice

President and his direct reports.

. Answered incoming calls with proper telephone etiquette using Cisco

Phone.

. Provided excellent customer service while representing the Health

Solutions Sector.

. Signature authority in the absence of the General Manager to help

expedite requisitions, vendor contract and employee commendations.

. Weekly support activities (SR Leadership Meetings, Opportunity

Reviews).

. Managed facility emergency preparedness and response procedures

ensuring that security and safety were adhered.

. Interfaced with building management to ensure that new space, repairs

and general office issues were addressed to minimize disruption.

. Served as primary point of contact on a 24-hour, 7-days-a-week basis

for sector security.

. Project Management support for a non-profit organization, on behalf of

the health care sector using SharePoint for monthly deliverable and

reports; as a collaborative.

. Assisted project control with reconciliation of unbilled contracts

resulting in full payment to the company by the government.

. Posted weekly status reports to the intranet using Salesforce for

internal customers to utilize.

. Updated opportunity reviews using GovWin to monitor new business

efforts.

. Deltek Time & Expense administrator for timecard recordkeeping per

company policy and for auditing.

Sales Assistant, Office Team, Richmond, VA August 2002 -

March 2003

. Entered customer off rent requests in Sales Information System (SIS)

for tracking and data collection in preparation for invoicing.

. Processed collections using JD Edwards system to reconcile service

requests and payments that will benefit the company when time to bill

delinquent customers.

. Invoice reprint to match with original invoices to avoid future

dispute and to resolve customer bill concerns.

Systems Test Engineer, Cable & Wireless, USA July 1999 - April 2001

. Developed test plans, test cases and executed test scripts for Arbor

Billing System; testing successfully achieved.

. Provided internal Arbor order entry (OE) training classes to the

Finance and Engineering team to improve efficiency and productivity.

. Provided testing support to quality assurance (QA) team to measure the

impact during maintenance activities.

. Administrator for Quality Management System (QMS), (front-end Visual

Basic, back-end Oracle), trouble tracking system for monitoring test

issues, production problems and new enhancements to the system.

. Modified customer accounts using RUMBA to access the Amdahl mainframe

system to be sure the environment is stable.

Executive Assistant November 1996 -

July 1999

. Performed administrative responsibilities for the Vice President of a

confidential nature, requiring independent judgment and initiative.

. Acted as liaison between the customers and the vice president.

. Prepared weekly status reports and posted departmental information to

the intranet using FrontPage for ease of customer access.

. Participated in ICIS testing in preparation for transitioning to the

QA Department.

Systems: Arbor-Holding Tank, Siebel-IM, Web Toll Free Reporting,

Mastupdate, UNIX

Tools: Test Director, Rational Studio, XML Spy, VIM Editor, QA

Run

Software: SharePoint, Salesforce, GovWin, FrontPage

Certificates: Insight Project Management

Microsoft Office 2007

Other: Notary Public

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