Customer Service Quality Assurance

Gwendolyn Clardy

**** *. **** ****

Laveen, Arizona 85399

602-***-**** Home 602-***-**** Mobile

JOB OBJECTIVE: TO SECURE A POSITION IN CLERICAL/ADMINISTRATIVE SUPPORT

WORK EXPERIENCE:

**/**10 – Present

Office Assistant

Randstad Staffing

Phoenix, AZ

Processing and entering 2009 and 2010 tax returns. Creating and editing forms, reports and various correspondence using excel and word for windows and answering phones.

05/2007 – 12/2009

Office Assistant

Maricopa County

Phoenix, AZ

Maintained calendars, scheduled classes, meetings and appointments, prioritized and resolved complex scheduling issues; coordinated classrooms, audio visual equipment and

training resources. Entered education completion information into training database. Prepared training schedules, course outlines and presentation materials; coordinated new

employee orientation, assisted and supported presenters. Developed and maintained an inventory and filing system for educational resources, student handouts for regularly

scheduled programs, attendance records, program evaluations, competency records and other documentation related to education and training. Prepared notices and announcements

regarding classes and educational programs. Answered phones, resolved problems, related to education hours, provided answers to customer service requests within scope of

authority; routed calls to appropriate individuals, took and delivered messages. Participated in staff meetings and planning sessions with Education and Training Team. Ordered and

maintained inventory of supplies, and processed invoices. Conducted and coordinated assigned projects and research studies; identified and resolved problems.

10/2005 – 10/2006

Verification Specialist

Risk Assessment Group

Phoenix, Arizona

Managed inbound/outbound calls for employment, education, references and licensing verifications. Maintain effective record keeping for all calls handled. Ensure all verifications

sent out are followed up in a timely manner. Quality assurance and data review of information obtained for verifications. Communicate effectively and efficiently to all parties

involved in obtaining verification information, guarantee daily, weekly and monthly goals are net, researching employers contact information on the internet as needed, provided

customer service to vendors.

May 1999 - October 2005

Database Administrator

Arizona Assoc of Realtors

Phoenix, Arizona

Creating and performing queries in Microsoft Access; creating, updating and maintaining member's records in Rapattoni’s database, responsible for posting payments to member's

accounts, creating, balancing, and analyzing month end reports, creating user log-ins for new employees, training staff on using database, responsible for greeting and directing the

public, composing, editing and proofreading correspondence, creating mailing lists of Realtors requested by the general public.

July 1995 - May 1999

Secretary II,

(Formerly)Comcare

Phoenix, Arizona

Keyboarding correspondence, statistical reports and creating various forms, responsible for creating and maintaining member’s database in Excel, ordering and issuing bus passes,

submitting monthly bus pass report and money, performing statistical reporting for homeless outreach team, answered phones, made appointments for clients and duties as assigned.

OFFICE SOFTWARE PROGRAMS:

- Microsoft Word for Windows

- Excel for Windows

- Access for Windows

- Windows 7

- Power Point for Windows

- Outlook for Windows

EDUCATIONAL BACKGROUND:

Academy of Business College

Phoenix, Arizona

Received Diploma 11/1992

References available upon request

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