Customer Service Quality Assurance
Resume:
Converse, Texas, *****
**************@*****.***
Bertilia Williams – Chajin
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.
Bertilia Williams – Chajin
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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