Customer Service Quality Assurance

Kimberly Ann Young

Address: *** ******** ******* *********, ** 29620 Email:

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

Mobile: 864-***-****

Website: http://www.linkedin.com/pub/kim-young/13/3b1/270

OBJECTIVE: Seeking career advancement by obtaining a full-time position in

HR Management, Adult Education or Consulting.

EDUCATION

Master of Human Resource Development, Clemson University Clemson, SC

2008-2010 GPA 3.93 http://www.clemsonhrmasters.org/index1.php

Bachelor of Science Psychology, Lander University Greenwood, SC

1989-1993 GPA 3.0 http://www.lander.edu/

SKILLS SUMMARY

Management

. Responsible for statistical reporting to upper management on ROI

. Participates in public speaking by currently scheduling and delivering

training material to groups up to 25+ internal staff members and/or

external agencies in the community.

. Experience in supervisory and/or managerial roles, which includes:

quality assurance, employee feedback, schedules, disciplinary work

plans and various other skills

. Meets monthly to collaboratively work on new programs and modifies

existing policy and procedures

. Extensive knowledge in six sigma lean, needs assessment,

organizational change strategies, and other various management skills

Recruitment/Selection

. Actively serves on a team for the past six (6) years training and

hiring employees for Department of Health & Human Services in the

upstate of South Carolina

. Develops an environment to help retain new employees

. Advises employees of benefits, payroll system, evaluations and agency

policies

Training and Development

. Over fifteen (15) years of teaching adults in various public

assistance programs, currently responsible for training approximately

75 veteran employees & new hires

. Currently creates employee training material, for example, the current

new hire employee-training guide used by Department of Health & Human

Services

. Experience presenting and uploading information in CBT software &

virtual training sites

. Provides policy clarifications and database corrections for ten (10)

counties in the upstate of SC which includes approximately one hundred

and fifty (150) employees

. Proficient computer skills in Word, Excel, Power Point, Slide share,

Audacity, Sea monkey, Wiki sites, Moodle, Survey monkey and various

other training web-based sites.

Employee Relations/Counseling

. Serves on a team to identify appropriate employee performance by

reporting Quality Assurance Compliance for eight (8) counties in the

upstate of SC

. Responsible for creating Corrective Action Plans (CAP) based on

training needs for over 75 employees

. Serves as liaison between eight (8) local county supervisors and upper

management to promote our agency's mission

. Serves on a committee to create customer service standards during the

past four (4) years.

. Serves on a committee to ensure HIPAA compliance and confidentiality

standards set by state and federal government

. Currently reviews all agency announcements and provides feedback to

upper management on possible clarifications

EMPLOYMENT HISTORY

REGIONAL PROGRAM COORDINATOR II (02/04-Present)

Department of Health and Human Services (DHHS) -Greenwood, SC 29648

GWINNETT COUNTY STAFF SUPERVISOR (07/02-10/03)

Department of Family and Children Services (DFACS) - Lawrenceville, GA

30045

CUMBERLAND COUNTY CASEWORKER (01/00-07/02)

Department of Social Services (DSS) - Fayetteville NC 28301

RECREATIONAL MENTAL HEALTH COORDINATOR (12/93-07/97)

Self Memorial Hospital- Greenwood SC 29646

COMMITTEES/ORGANIZATIONS

. Alpha Epsilon Lambda- Clemson University Honor Society, Phi Kappa Phi-

Clemson University Honor Society, Society of Human Resource Management

Member (SHRM), Abbeville Women's Club, DHHS Customer Service Committee

(CSI), DHHS JAD COMMITTEE (HIPAA Compliance)

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