Customer Service Quality Assurance
Resume:
MANDY MCDERMOTT
*** ***** ****** **********, ** *3508
*****.*********@*****.***
OBJECTIVE:
Seeking a position as an Accounting Assistant that would utilize my skills and experience. Ability to grasp
new ideas and integrate them into desired results. Would welcome other positions in payroll, human
resources, or related areas.
EDUCATION:
Madison Area Technical College, Madison WI Pending: December 23, 2011
Accounting Associate Degree in Applied Science Cumulative GPA 3.6-Deans List
Phi Theta Kappa-honor society, Student Ambassador
SKILLS SUMMARY
MS Word
MS Excel
Peachtree
QuickBooks
WORK EXPERIENCE:
Kentucky Fried Chicken, Madison, WI - Shift Supervisor 2008- Present
Lead by example and exhibit a positive attitude that is customer first.
Motivate, train, and supervise employees to achieve daily, weekly, and monthly restaurant goals.
Achieved our restaurant goal of 80% received an 84% for our monthly inspection.
Prepare, make, and transport deposits, proposed labor schedules, product projections, and daily score
sheets.
Dane County Credit Union, Madison, WI - Teller 2007-2008
Received and counted working cash at beginning of shift.
Identified customers to cash checks and process cash withdrawals.
Processed cash and check deposits per deposit slip accuracy.
Prepared cashier's checks, money orders, traveler's checks and exchanged foreign currency.
Balanced currency, cash, and checks in cash drawer at end of each shift.
Great Midwest Bank, Madison, WI – Teller 2006-2006
Balanced currency coins and checks in cash drawers at the end of shifts.
Calculated daily transactions using computers, calculators, and adding machines.
Resolved problems or discrepancies concerning customer accounts.
Explained different types of accounts to promote and sell products or services.
Identify transaction mistakes when debits and credits do not balance.
WPS, Madison, WI - Edit Analyst III 2005-2006
Made payment and non-cash adjustments to health care claim files as necessary.
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MANDY MCDERMOTT
115 Belle Avenue Belleville, WI 53508
*****.*********@*****.***
Reviewed complex health care claims making adjustments for the claim to be processed.
Reviewed history of claims to determine if the services in question require reprocessing.
Ensured that all benefit information is processed correctly and paid to the provider.
Sitel, Madison, WI - Call Center Customer Service/Life Insurance Case Specialist,
Quality Assurance Coach- (Mentor-Panama City, Panama, 200*-****-****
Answered basic questions to clients about their existing ordinary life insurance contracts.
Prepared documentation packages for faxing.
Processed disbursements to clients.
Developed standards for employee performance review related to quality documentation.
Established policies and procedures that contributed to the efficiency of the call center.
Used preferred standard quality scoring criteria to calculate and score recorded call center calls.
Provided excellent leadership throughout the call center.
Recognized and evaluated inconsistencies, discrepancies, and inaccuracies within the call center.
Trained, motivated, and supervised a staff of approximately 35 associates.
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