Customer Service Quality Assurance
Resume:
Peter Stachelek
Chalfont, Pa 18914
*****@*******.***
SUMMARY OF QUALIFICATIONS:
• Ability to breakdown complex data and present to various levels of Management in simplified
terms.
• Working knowledge of business process improvement, data analysis, research.
• Experience with Microsoft Office Suite, exposure to Project and Access.
• Good organizational and problem solving skills.
• Excellent interpersonal and communication skills.
• Good computer and business software skills.
• Proven Leadership skills in the professional and private sector.
• Ability to work independently or as part of a team.
WORK EXPERIENCE:
2001-2009 - Project Analyst - Advanta Bank Corp. - Springhouse, Pa
Managed online Employee access to Proprietary computer system and helped bring Advanta online with
various new products from First Data / Performed Monthly Reconciliation of Live test balances /
Developed requirements for Test Account Database and worked to apply stronger controls and procedures
over Test portfolio / Built New Product Control Files / Participated in testing of new products, as well as”
Live” Testing / Performed Monthly and Quarterly Audits On Site at First Data in Omaha.
• Assimilated new policies and procedures quickly in order to provide excellent service to all
clients.
• Built requirements and implemented new test account database.
• Also wrote procedure, process and control documents for auditing purposes to cover the entire
testing process.
• Assisted in Monthly FDR System Implementations.
• Worked with PMO and various test groups on development, testing and validation of new
products and processes.
1998-2001 - Quality Assurance Analyst Fleet Boston Corp. - Horsham, Pa
Managed Subpoena related activities including meetings with various local Law enforcement, as well as
the FBI, Secret Service, and Treasury Dept Representatives / Handled escalated letters written to the Bank
President and or CEO with regard to treatment and or Bank policy / Worked on Error Resolution Team,
which focused on clearing up internal system issues.
• Built procedure for Subpoena process as well as testifying on behalf of the bank in Federal Court.
• Assisted in the start up of the Error Resolution Team. Also used my writing skills to build new
letter templates for the QA Team to use in replying to irate customers.
• Worked on Transition Team from Advanta to Fleet.
1995-1998 - Customer Service Representative / Sr. Support Representative / Trainer - Advanta Bank
Springhouse, Pa
Handled customer calls, processed return mail and became more focused on the needs of each customer
as individuals / Served as New Hire trainer for 6 months.
• Gained valuable experience working on projects involving training and rewriting learning
modules.
• Instrumental in manual rate correction of approximately 65,000 accounts, of which I processed
over 10% of the items personally over a 30 day period.
• Participated in round table forums which lead to the implementation of cost and time saving
initiatives within the customer service group.
• Worked with New Hire CSR’s (post training) to ensure a smooth transition to the floor
environment.
EDUCATION:
• Liberty University (currently attending) / - I am on course to obtain my Bachelor of Science in
Business Management in Spring 2011.
• Montgomery County Community College / Arcadia University / University of Phoenix / DeVry
University
INTERESTS:
• Co-Founder and President of Team Tamara, an organization dedicated to helping find a cure for
Tuberous Sclerosis Complex.
• I am also very passionate about playing and teaching Tennis.
Contact this candidate