Customer Service Quality Assurance
Resume:
MICHAEL KINGSLEY
SAINT LOUIS PARK, MN 55426
***************@*******.***
http://www.linkedin.com/in/michaelallenkingsley
. Bachelor of Science degree from the University of Minnesota
. Ten years of address database management / customer service experience
at the United States Postal Service (USPS) National Customer Support
Center in Memphis, Tennessee
SENSITIVE SECURITY CLEARANCE
. Intermediate to advanced knowledge of several Microsoft Office
applications (e.g. Access, Excel, Outlook, Project, Visio, Word)
. Initiated a quality control procedure for Geographic Information
Systems (GIS) information being provided to USPS Districts, resulting
in significant improvements in data quality
. Tier II / Tier III customer service experience utilizing e-mail and
telephone contact, including software troubleshooting experience
. Experience analyzing problem addresses to enhance the USPS Address
Element Correction service for direct marketing customers
09/2009 to 10/2010
GIS ANALYST II
Contract
3001, Inc. / Northrop Grumman Information Systems; Huntsville, Alabama
(work location: U.S. Army Corps of Engineers, Buffalo, New York)
. Led a two-person GIS team operating on-site to digitize and edit
metadata, shapefiles, and geodatabases to support the nationwide
Navigation and Coastal Data Bank program for the U.S. Army Corps of
Engineers.
. Communicated helpful and relevant information to colleagues
nationwide using a project-specific Internet forum.
. Located sources of GIS data from the Federal Government, state
agencies, municipalities, and private companies, as well as report
inaccuracies and missing information to responsible parties.
. Scanned and georeferenced engineering drawings and maps.
03/2009 to 09/2009
DATA ENTRY/DOCUMENT PROCESSOR
Contract
Maxim Staffing Solutions; Minnetonka, Minnesota (work location: United
Health Group, Minnetonka, Minnesota)
. Converted scanned files, Word documents, and worksheets into PDF
format for insurance-related documents, ensured files were named
correctly, and researched potential data problems.
. Prepared reports by combining and editing PDF files, editing
bookmarks, and reviewing for accuracy.
03/2007 to 09/2009
WEEKEND GALLERY SUPERVISOR
Part-Time
The Science Museum of Minnesota; Saint Paul, Minnesota
. Provided educational interpretation of natural objects provided by
visitors to the museum's Collector's Corner, requiring knowledge of
basic geology, paleontology, marine biology, and other natural
sciences.
01/2007 to 04/2007, 02/2009 to 03/2009
TYPESETTING / CONVERSION SPECIALIST
Contract
Spherion; Saint Paul, Minnesota (work location: Merrill Corporation,
Saint Paul, Minnesota)
. Converted graphic files, Word documents, and financial spreadsheets
into HTML and PDF format for regulated compliance filings (e.g.
annual reports, quarterly reports) with the U.S. Securities and
Exchange Commission.
. Proofread financial documents for accuracy and formatting.
09/2007 to 11/2008
CLAIMS DATA PROCESSOR
Contract
Pro Staff; Minneapolis, Minnesota (work location: Rust Consulting,
Minneapolis, Minnesota)
. Examined invoices and provided coding / data entry for class action
settlement claim forms and vouchers.
. Examined database fields and cleansed incorrect / unusual data.
04/2007 TO 08/2007
GIS TECHNICIAN
Contract
Facet Technology Corporation; Eden Prairie, Minnesota
. Examined photographs of real estate property and matched to land
parcels using GIS software.
03/1996 to 04/2006
TECHNICAL INFORMATION SPECIALIST / SYSTEMS ANALYST / BUSINESS SUPPORT
ANALYST
The Orkand Corporation / Harris Orkand Information Services / Northrop
Grumman Corporation; Memphis, Tennessee (work location: the USPS
National Customer Support Center, Memphis, Tennessee)
. Maintained data integrity and improved data quality of a GIS
database using SQL queries, resulting in the receipt of two
consecutive quarterly awards for employee performance.
. Traveled nationwide and conducted quality assurance reviews of
address information to reduce costs associated with Undeliverable As
Addressed mail, as well as Global Positioning System (GPS)
collection of address-related data, requiring simple troubleshooting
skills for equipment and software problems.
. Analyzed problem addresses for improvement of the USPS Address
Element Correction service.
. Prepared address information reports using Access, Excel, and SQL
queries.
. Provided Tier II/Tier III customer support to USPS customers
regarding products, services, and ZIP code information using
telephone and e-mail contact.
. Prepared carrier route, sector, and 3-digit ZIP code maps for the
USPS.
Bachelor of Science in Geophysics; December, 1986
University of Minnesota; Minneapolis, Minnesota
Access 2007
Adobe Acrobat Pro (Version 9)
Adobe Illustrator (Version 8.0)
ArcGIS (Version 9.3)
Corpscon (Version 6.0)
Excel 2007
GeoLimited
GeoLink (Version 6.0)
Maplex (Version 3.4)
Outlook 2007
PowerPoint 2003
Project 2003
SQL*Plus (Version 8.0)
Visio Standard 2003
Word 2007
SUMMARY OF QUALIFICATIONS
RECENT RELEVANT EXPERIENCE
EDUCATION
SOFTWARE FAMILIARITY
RECENT RELEVANT EXPERIENCE (continued)
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