Customer Service Quality Assurance

Donald R Jones

**** ******** *** ******, ***** **228

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

SUMMARY

Dependable, results-oriented, employee, who is self-disciplined, self-motivated and has the ability to

work as an effective team member or independently with minimal supervision. Possess strong inter-

personal, communication, and analytical skills. Able to interact appropriately with peers and all phases of

management. Currently pursuing Bachelor of Science Degree in Business Administration.

PROFESSIONAL EXPERIENCE

CompuCom Systems, Dallas, Texas 1998 – 2010

IT infrastructure management services, application development, systems integration, consulting and

professional services, as well as the procurement and management of software and hardware.

Supply Chain Analyst (2006 – 2010)

• Created and maintained US and Canadian product hardware sku numbers

• Interacted and communicated with Supply Chain Purchasing Teams, Managers, and Client

Assistance Agents to ensure accuracy of information required for sku creation

• Supported Client Portal Division by updating customer pricing and modifications requested by

the client

• Assisted the Operations Manager with priority assignments

Commodity Administrator (2004 – 2006)

• Created and verified receipt of purchase orders via telephone, fax, and online resources

• Monitored team electronic mailbox corresponding with CompuCom account managers,

purchasing teams, and various vendors

• Coached Commodity Associates in meeting requirements of their positions

• Investigated and retrieved merchandise or credit for lost or incorrect shipments

Strategic Account Allocation Specialist (1998 – 2004)

• Allocated constrained product as available for orders

• Analyzed purchase information to ensure movement of constrained product within price

protection guidelines

• Manipulated inventory to increase amount of shippable orders to maximize inventory movement

• Maintained communication with internal departments to set client expectations.

JC Penney Credit Services, Dallas, Texas 1995 – 1998

Mid-range chain of American department stores operates catalog sales and merchant offices nationwide.

Customer Service Lead

• Provided back up and assistance to unit supervisor with daily responsibilities

• Evaluated customer accounts for credit line approvals

• Resolved customer and associate complaints

• Monitored calls for quality assurance

• Coached associates and new hires on policy and procedures

• Coordinated associates assignments as needed to maximize coverage

• Conducted employee reviews

• Handled escalated calls to avoid supervisor intervention

Education

Working towards BS, Business Administration, University of Phoenix, Dallas, Texas – degree expected

2013

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