Quality Assurance Customer Service
Resume:
TCarra Penick
*** * ********* *** #**** Los Angeles, Ca 90004
********@*****.***
EDUCATION:
UCLA Bachelor of Arts Sociology, June 2006.
EXPERIENCE:
Nike November 2010-present
Part-Time Athlete
Assisted with the overall customer experience. Managed entire 1st floor
Stockroom planning, inventory, mark-downs, inventory control, loss
prevention, implementation, product display organization, and logistics,
management. Quick strike, limited edition, general release procedures.
Investors Business Daily May 2008-present
Investment Education Services Agent
Troubleshoot and resolve any technical issues along with any investment
education inquiries. Educate and implement the CAN SLIM investment system.
Daily and Weekly analysis of the NASDAQ, DOW, S&P500 and NYSE stock
exchange charts, fundamental ratings and figures.. Special projects, Mac/Pc
based issues, iPad and PC QA. Educational and Technical email support.
Assisted with investment seminars throughout the country.
Medtronic Diabetes - Oct 2006- April 2008
Lead Service Rep Technician Insulin Pumps
Managed a staff of 5 in which grew to 9. Developed matrices to improve
overall employee performance. Monitor phone calls and provide positive
training. Improved overall average talk time from 10minutesto 7 minutes.
Decreased average talk time by 12% while improving call quality scores by
5%. Decreased documentation discrepancies by increasing quality assurance
procedures by 15%
Total Call International - Jan2005-Jan2006
Customer Service Supervisor
Managed office of over 21 employees. Monitored and researched status
quality assurance, usage, missing rates, and incomplete variable.
Reports/troubleshooting. Increased call answered percentage from79% to 85%.
Liaison to Distributors/ technical support/ Processed pin requests.
Activations/Deactivations of various communications tools/ call monitoring
and coaching.
UCLA Fund - Apr2001-Apr2005
Supervisor
Supervised over 120 employees and developed strategies for overall
performance enhancements. Exceeded expectations of 2.5 million in donations
for each fiscal year. Increased over 7 numbers of callers over 100,000 in
revenue for UCLA. Implemented company standards and disciplinary actions
when applicable. Assisted in recruiting, hiring, interviews, safety
training, and orientation.
ACHIEVEMENTS:
UCLA Caller of the Year 2003-2004
Employee of the month UCLA Jun 2004
Supervisor of the Year - 2005
NCAA Women's Track Team Participant 2002-2005
Pac 10 Qualifier and Finalist women's track and field 2003-2004
Regional Qualifier and Participant women's track and field2004
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