Customer Service Quality Assurance

SHELLEY M. KASH

*** ******** ***** **********, ** 40324 C: 502-***-**** ******@*****.***

OBJECTIVE:

I am a Business Professional with strong Customer Service and Analytical skills looking for an opportunity to utilize my

experiences.

SKILL SUMMARY:

Project Manager / Lead

Team/Office Administrator

Database Developer / Administrator

Responsible for forecasting and work distribution

Able to work independently or with a team

Proficient in all Microsoft Office Applications including Access and Powerpoint

Able to analyze and report detail on data collected to assist management with company decisions

High level of Customer Service experience including dealing with sensitive and confidential information.

AWARDS:

2003 Stellar Service Award for Quality Assurance and Customer Service

2005 Award for Excellence in Customer Service and Leadership

2008 Presidents award for Leadership and Development

2009 Recognizing You award for Innovative Solutions

PROFESSIONAL EXPERIENCE:

Database Developer and Administrator for Quality Assurance Department for Government Division of Verizon

Wireless – 2 yrs

Responsible for automating the process for agencies to disconnect lines with Verizon Wireless and give the

company feedback on disconnection and service – 2 yrs

Decision Maker for Training Opportunities and tools needed for Customer Service Coordinators based on

Analysis – 8 yrs

Decision Maker for marketing tools to lower churn and increase sales leads of Government Agencies – 2 yrs

Developed and administered database tools for marketing analysis in a changing telecommunications environment

– 2 yrs

COMMUNICATIONS:

Represented companies to potential and current customers in professional and courteous manner

Provided one interaction resolution in both customer service and sales situations.

Delivered feedback and development opportunities to peers, supervisors, and management team.

Developed and Maintained filing system for team information and customer files.

Prepared and presented data collected for review with management team.

Facilitated trainings for New Hires, Customer Service and Leadership.

EMPLOYMENT HISTORY:

VERIZON WIRELESS

Customer Service Sales Representative – Lexington, KY - Jan 2010 to July 2010

Continuity Marketing Sr. Analyst – Laurel, MD – Feb 2008 to Jan 2010

Quality Assurance Lead Analyst - Laurel, MD – Sept 2001 to Feb 2008

Customer Service Representative – Laurel, MD – Sept 2000 to Sept 2001

MARCAL MEDICAL

Executive Administrative Assistant – Millersville, MD – 1999 to 2000

TELEQUEST TELESERVICE

Supervisor/Manager – Lexington, KY – 1995 to 1999

EDUCATION:

Diploma – Easton High School, Easton MD – Graduated June 1990

Coursework – Strayer University Millersville, MD - January 2009 to December 2009

Coursework – Bluegrass Community and Technical College Lexington, KY - March 2010 to June 2010

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