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Customer Service Quality Assurance

Location:
Converse, Texas, 78109, United States
Posted:
March 19, 2011

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**** ****** ****,

Converse, Texas, *****

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

(210) ***-****

******** Williams – ******

Skills:

English/Spanish Fluency Quality Control/Assurance Administrative Support Project

Support

Customer Service Microsoft Word 2007 Excel 2007 Visio

EXPERIENCE:

Redcats, USA 07/2006 –

12/2009

Corporate Quality Assurance Auditor

• Monitor and evaluate calls in compliance with company Quality Assurance guidelines.

• Accountable for ensuring employees provide excellent customer service and accurate

information.

• Listen and report inconsistencies to appropriate supervisors.

• Demonstrate consistent and effective evaluations.

• Maintain records to comply with individual monthly evaluations.

• Provide coaching, feedback and assistance in training representatives.

Redcats, USA 04/2000 –

06/2006

Internet Support/Customer Service/Assist Desk

• Resolved customer service issues.

• Ensured quality and satisfactory consumer service.

• Help representatives in handling calls effectively and efficiently and achieving goals.

• Entrusted with the most complex customer service issues as a result of exceptional

ability to promptly resolve concerns and satisfy customers.

United States Army South (Panama) 10/1998 –

07/1999

Office of the Deputy Chief of Staff for Operations and Plans

Aviation Division

• Perform executive level administrative duties.

• Edit correspondence for format, completeness, presence of enclosures, correctness of

grammar, spelling and punctuation. Make necessary changes to ensure correct wording,

clarity of expression and proper classification markings. Receive and distribute incoming

correspondence to appropriate official.

• Exercise initiative and judgment in managing and prioritizing workload assignments.

• Coordinate conferences, research data, provide information to specific questions

originating from upper management.

• Maintain complete and current calendar of events for the Division Chief and make

appointments, changes and cancellations as required.

• Prepare and coordinate travel arrangements.

• Control and maintain records of incoming correspondence, action documents, or

documents for information purposes.

• Screen calls based on the personal knowledge of the organizations, functions and

procedures; take messages and direct call to appropriate official or provide the requested

information.

******** Williams – ******

United States Army South (Panama), 02/1990 – 09/1998

Office of Deputy Chief of Staff for Logistics

Resource and Systems Management Division, Logistics Readiness Division

• Perform executive level administrative duties.

• Edit correspondence for format, completeness, presence of enclosures, correctness of

grammar, spelling and punctuation. Make necessary changes to ensure correct wording,

clarity of expression and proper classification markings.

• Receive and distribute incoming correspondence to appropriate official.

• Exercise initiative and judgment in managing and prioritizing workload assignments.

• Coordinate conferences, research data, provide information to specific questions

originating from higher staff.

• Control division’s travel itineraries and expenses. Supervise time cards.

• Research and compile data for weekly/monthly reports.

• Oversee all pending actions (suspense) for timely completion.

SPECIAL ASSIGNMENTS

Joint Visitor’s Bureau United States Army South (Panama),

Office of the Deputy Chief of Staff for Operations and Plans

• Administrative Support in joint peacekeeping exercises in Central and South America.

• Proposed plan for long distance phone calls saving thousands of dollars.

• Ensure Distinguished Visitors Program offered fullest support to distinguished visitors

and foreign dignitaries.

• Peace Keeping Operations (Central America) CENTAM 97, El Salvador, 1997.

• Fuerzas Unidas Peacekeeping Operations, Brazil 1997.

• Exercise Allied Forces (Fuerzas Unidas) Humanitarian, Guatemala, 1998.

EDUCATION

• Lindsey Hopkins Education Center. Miami, Florida

High School Diploma, 1966

ADDITIONAL INFORMATION:

• Use of Peripheral Devices (Scanners, Printers, etc), Personal Computers, Word

Processing Software.

• Courses in Preparing and Managing Correspondence, English Language Structure,

Business Etiquette, Emotional Intelligence, Secretary to Office Manager.

ACCOMPLISHMENTS/AWARDS

• Recipient of the Redcats, USA Applause Award, Bravo Award, and Associate of the Month

twice.

• Achievement Medal for Civilian Service- 1997.

• Sustained Performance Award Oct and Jan 1998, 1997, 1996, 1995, 1994, 1993, 1992,

On the Spot Cash Award – 1997.

• Certificate of Recognition for Outstanding Participation in Exercise Allied Forces

Humanitarian – Guatemala

• Letters of Appreciation for organizing/coordinating the Christmas Sponsorship Program -

1991, 1992, 1993, 1994, 1995, 1996.

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