Customer Service Quality Assurance

Sandra K Cretsinger

** ****** *****

Battle Creek MI 49014

269-***-****

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

Work History

Gallagher Uniform October 2004 to January 2011. 151 McQuiston Dr. Battle Creek MI 49037.

Position: Customer Service Representative. Duties included: answering phones and emails.

visiting customers and resigning contracts and upselling various products.

Affina-Kellogg Company March 2002 to May 2004. 2001 Rupman Plaza Peoria Il 61614.

Position: Consumer Service Representative. Duties included: answering the phone, emails and

letters from consumers. Taking escalated calls and handling claims.

Battle Creek Family Dentistry July 2001 to January 2002. 2545 Capital Ave SW Battle Creek

MI 49015. Position: Office Assistant. Duties included: scheduling, billing, filing, phones and

general office duties.

Trillium Staffing July 2000 to April 2001. 2323 Gull Road Kalamazoo MI 49048. Position:

Staffing Consultant. Duties included: Recruiting, interviewing, and managing employees, back

ground checks and general office duties.

Quantum Resources April 1996 to July 1998. 300 Arboretum Place Richmond VA 23236.

Position: Account Manager. Duties included: managing the Pharmacia account, organizing

safety and drug testing programs. Wrote procedure manuals and managed 350 employees.

Qualification Summary

Computer skills:

Word, Excel, Outlook, Quick Books, Internet, Lotus Notes, Dental Mac, Wilke-Thorton, Soft-

trak, Citrix and various industry specific software and phone systems

Human Resources:

EEOC, AFLA, ADA, W/C, Unemployment, Payroll Expense reimbursement, recruiting,

background checks, drug testing, interviewing and training

Safety:

Hazardous Communication, confined spaces, general safety, Respirator use, MSDS, PPE, OSHA

Requirements, Blood borne pathogens and CPR certified.

Special Skills:

Writing procedure manuals, Employee evaluations and Disciplinary Procedures, billing and

collections, and medical billing.

Special Classes:

Sales and marketing, Quality assurance, Partnering, Safety and various Human Resource classes.

Special abilities:

Attention to Detail, Resourceful, Organized, Self Starter, Motivated, Energetic, Good work

ethics, enjoy working with people, great customer service skills, and a team player.

Education

2 year college degree

References on request

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