Customer Service Quality Assurance

Shannon Monroe

*** **** ******, *** *********, CA 94112

415-***-****

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

Employment

*/**** - ******* ********* *********

Modernpast furniture and accessory store, San Francisco, CA

. Provide administrative support to the owner.

. Schedule and organize sales and special events.

. Research and special projects as assigned.

. Maintain client profiles and databases for purchases and client

wish lists.

. Manage office, payroll and billing.

. Responsible for interviewing, scheduling, and management of staff.

. Liaise with clients, vendors and staff.

4/2007 - 6/2009 General Manager

Sangha restaurant, San Francisco, CA

. Member of a 5-person team converting a retail space into a

restaurant. The construction included foundation work, seismic

retrofitting, and all ADA requirements.

. Process payroll, billing and perform all office operations.

. Prepare and oversee budget for all departments.

. Responsible for purchasing and inventory management.

. Develop and institute policies and procedures manual.

. Quality assurance and control.

. Hire and train restaurant staff.

8/1998 - 3/2007 Analyst and Programmer

Informatix Incorporated, San Francisco, CA

. Responsible for the development and maintenance of a child support

system tracking payments and collections, linking California's

counties.

. Performs program coding and detailing design as well as testing,

for new development enhancements, and maintenance requests to CASES

(Computer Assisted Support Enforcement System).

. Completes conversions, data mapping, and all ancillary tasks

related to converting other systems to CASES.

. Work closely with end users to develop and customize on-line system

and reports.

. Act as liaison with California counties when converting to our

system.

. Provide production support and trouble-shooting of the system.

. Special projects and Ad hoc reports as needed.

11/1993 - 8/1998 Retail Sales

Emporio Armani, San Francisco, CA

. Develop and maintain a client base of over 200 clients.

. Emphasis placed on high-end, personalized customer service.

. Specialty focus on difficult and demanding customers.

. Personal annual sales grossed over $400,000 in 1997.

Education

B.A. in Art History, Indiana University, 1993

Diploma in Computer Programming, Computer Learning Center, 1998

CA Real Estate License, 2010

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