Customer Service Quality Assurance

Veronica Howard

**** ********** ***** ********, ** 22025 703-***-**** *****@***.***

SUMMARY OF QUALIFICATIONS __________________________________________________________

• Business Management – Execute proven strategic business management and strategic development for over 8

years in retail and commercial markets

• Financial Administration – Possess extensive knowledge in fiscal management, business administration,

commercial contract negotiation, facility management, staff training and customer service

• Communication Skills – Proficiently utilizing interpersonal relations providing clear and concise communication

both written and verbal to facilitate the execution of programs, promotions and several other directives

• Management Expertise – Perform management duties to concurrently administer core business services in

multiple locations with limited resources

• Training Ability – Ability to create a knowledge based environment to induce a better understanding of

procedures, process, company goals and timelines

• Planning and Organization – Accurately performing record keeping, scheduling, inventory control and related acts

to ensure productive operations

• Self Maintenance – Dexterity to coordinate multifaceted activities, utilizing effective problem solving and

decision making skills while upholding the business mission and vision

• Analytical Skills – Implement the ability to visualize, articulate and solve complex problems and concepts to

make sensible decisions based on available information

• Supervisory Aptitude – Ability to positively motivate personnel to increase efficiency, quality of service and

amplify productivity

• Quality Assurance – Apply extensive knowledge in quality assurance activities; including training and auditing to

systematically monitor and evaluate the various aspects of the project, service and facility to ensure standards of

quality are being met

EDUCATION______________________________________________________________________________

Northern Virginia Community College, University of Maryland, City College,

2000 1996

Focus: B.S. Focus: Information Systems

COMPUTER SKILLS ______________________________________________________________________

Microsoft Word Microsoft Excel Microsoft PowerPoint

Microsoft Outlook QuickBooks Pro Vanco Merchant Systems

Deposit Express Merchant Systems iGofigure Management Software Mytrak Systems

WebEx Hosting

PROFESSIONAL EXPERIENCE ____________________________________________________________

April 2004/Present Berechiah One, Inc Alexandria, Va

• Responsible for all financial management activities, such as:

Budget preparation and analysis

o

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Veronica Howard

4645 Holleyside Court Dumfries, VA 22025 703-***-**** *****@***.***

Accounts receivable and payable

o

Account reconciliation

o

Payroll

o

Balance sheets

o

End of the year reporting

o

• Orchestrate the institution of a new automated billing procedure to establish recurring financial transactions,

eliminating errors and decreasing lag time of delinquent accounts

• Streamline and enact daily, monthly and yearly facility management task lists, scheduling and promotional

program planning

• Develop documentation systems to make certain issues and challenges are addressed in a timely fashion to

guarantee the core business elements function optimally

• Provide one-on-one support to staff and clients within a mentorship capacity to ensure the highest levels of

service and success

Develop and maintain a coaching programs specifically tailored to individual clients

o

Develop and revise training curriculum to fortify staff knowledge and professionalism

o

• Create and manage original programs to aid in reducing the attrition rate and keep the clientele actively

engaged

• Mentor business owners providing assistance to launch and sustain facilities, product branding and boost the

community

• Work closely with community outreach programs and the National Institutes of Health (NIH) to compete for

grants, providing a revenue stream to bolster businesses

• Develop and continuously sustain several websites to assist in the dissemination of information to patrons

and market to potential new clients

June 2002 –June 2004 Berechiah, Inc Alexandria, VA

•Authored and maintain a five year business plan detailing business management procedures, staffing and

personnel, facilities management, financial forecasting and customer service policies

•Negotiate leasing space and build out options for multiple locations to include contractor selection, bid

review, design concepts, permit approvals and work completion in respect to scheduled opening dates and

budget restrictions

•Successfully employ marketing, promotional and advertising campaigns ensuring productive and lucrative

business launches

•Develop and modernize operations manuals generating effective and enforceable workflow procedures

•Expertly managed a staff of 35 while servicing over 4000 clients, generating an annual revenue of $1.5

million annually

•Construct and systemize customer service programs to include operational procedures, mentoring and

coaching programs, self maintenance programs, retention programs and problem solving policies and

guidance

•Implement staff selection, training and continuing educational programs for several different business

locations to standardize policies and ensure each location operates with knowledgeable, energetic and

synergistic staff

•Responsible for creating, maintaining and producing financial records, such as:

o Quickbooks general ledgers

Balance sheets

o

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Veronica Howard

4645 Holleyside Court Dumfries, VA 22025 703-***-**** *****@***.***

Profit loss statements

o

Account reconciliation reports

o

Quarterly reports

o

Sales tax reporting

o

Projection sheets

o

Budget analysis

o

Corporate tax returns

o

• Effectively monitor and maintain business licenses, permits and special association affiliations

• Continuously seek new business alliances and marketing opportunities to consistently expand client base

ASSOCIATIONS __________________________________________________________________________

Mid-Atlantic Curve Co-op

Alexandria Chamber of Commerce

U.S. Chamber of Commerce

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