Quality Assurance Customer Service

ROSALIE BUTLER

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

Columbia, Maryland 21044

abhykx@r.postjobfree.com

562-***-****

SUMMARY OF QUALIFICATIONS:

Dynamic and versatile bilingual professional with proven abilities to

create sourcing and selling opportunities outside of the box. Well versed

in the areas of full life-cycle recruitment, project management, employee

relations, personnel development and client and associate relations.

. Possess a Secret Clearance

. Fluent in Spanish, Proficient in MS Word, Outlook, Excel, Access,

PowerPoint & WordPerfect

. Over 10 years of administrative, leadership and supervisory experience

. Proficient self-starter with superior project management,

organizational, interpersonal, oral and written communication, and

conflict resolution skills

. Proven history of meeting critical service delivery intervals and

implementing solutions for project management and production controls

. Strive continuously to improve workflow by identifying opportunities

and recommending solutions for service efficiency by implementing best

internal/external practices

. Strong abilities in sourcing, qualifying and placing candidates in

corporate and government positions

. Excellent interviewing and consultation skills

. Proficient in working with Hiring Managers to establish search

criteria and hiring standards

. Ability to source candidates through Internet resources, networking,

referrals, personnel databases and job fairs

. Expertise in attracting candidates by selling the positive attributes

of the position success

. Successfully implemented and maintained a standard of quality that

reduced quality rejections and returns from all Major and Independent

accounts

. Responsible for achieving a level of quality that resulted in many

awards from one of the largest shopping networks and becoming a Top 5

Vendor in quality for one of the largest wholesale club chains in the

U.S.

EXPERIENCE

Program Analyst, Aspen of DC (Contractor), Transportation Security

Administration (Airspace Waivers) Arlington, Virginia

(07/2010 - 1/2011)

. Processed, vetted and coordinated airspace waivers for domestic and

international aviation aircraft.

. Coordinated with Secret Service, U.S. Capitol Police and Federal

Aviation Administration (FAA) on all flights into and out of Reagan

National Airport.

. Notified general aviation pilots of laws, policies and procedures

surrounding the severity of noncompliance to restricted airspace zones

designated by TSA officials.

. Engaged in daily interactions with TSA offices, applicants, Aviation

Associations, Air Traffic Specialists, State and Federal law

enforcement and Security officials regarding flight authorizations

. Maintained a waiver database and coordinated all approved waivers with

the appropriate agencies

. Provided technical assistance to Airspace Waivers Branch Management

and served as liaison to other TSA/DHS and Federal/State Local

government agencies to ensure aviation operation security activities

were in compliance with TSA rules and regulations

. Analyzed and evaluated the airspace waivers program processes and

procedures.

. Created innovative approaches, shared ideas, solved unusual problems

and advocated new solutions

. Provided recommendations to improve airspace waivers processes and

provided related program support and assistance

. Reviewed General Aviation (GA) security-based recommendations and

processed waivers regarding TFR's for Major Sporting Events and/or

Washington DC Flight Restriction Zone (FRZ)

Senior Recruiter/Administrative Assistant, Aspen Group, Silver Spring,

Maryland

(01/2007- 03/2010)

. Managed full life-cycle recruitment

. Responsible for the management of 2 major accounts (Bank of America &

World Bank)

. Responsibilities included but not limited to ensuring compliance and

consistency of company policies, procedures and best practices, and

coordinating employment possibilities

. Successfully recruited for contract, contract to hire and permanent

placements for large to small companies

. Provided guidance to assigned personnel on attitude, appearance,

interviewing and employee relations

. Tracked reviews and handled performance management issues with clients

. Responsible for all aspects of locating and placing qualified

candidates in specialized positions, conduct phone and in-person

interviews, scheduled interviews and administered tests as requested

by client

. Performed background and reference checks on all applicants

. Handled claims for unemployment insurance, worker's compensation and

employment verifications

. Answered telephones and greeted customers, processed and prepared the

mail for distribution

. Served as the timekeeper, entering data and calculating hours to

ensure accuracy of information

. Prepared, scanned, and entered recruiting data into database

Repair Department Manager, Tacori, Glendale, California

(04/2006-8/2006)

. Implemented procedures & guidelines for start-up department

. Inspected all incoming repairs by first verifying Tacori authenticity

and diamond quality; and followed by inspecting for any manufacturing

defects as well as any customer concerns

. Worked closely with jewelers, setters and polishers to ensure repairs

were done to customer satisfaction and Tacori standards

. Worked closely with clients to ensure product was returned in a timely

manner as well as ensuring product was shipped out with the Tacori

craftsmanship that was promised

. Responsible for all hiring and training for department

V.P. Production & Quality Assurance, Oro Alexander, Inc., Encino,

California

(11/2003-12/2005)

. Responsible for all hiring and training for quality assurance and mass-

production positions in start-up factory in Thailand

. Allocated all production orders for major accounts to factory best

suiting product and customer

. Communicated daily with our factory Oro Gems, as well as contracted

factories in United States and International factories in Thailand,

China, Israel, and India

. Directly in charge of Order Entry, Customer Service, Inventory

Control, Order Processing, Vault Inventory, Order Fulfillment, Quality

Control, Metal Inventory, Credits, Shelf Stocking, Projections,

Repairs and Invoicing

. Ensured metal fineness, assay, diamond quality and color were always

at the levels and grades the customer expected while maintaining

company margins

. Unique ability to intuitively foresee bottlenecks with every facet of

Production and Distribution to eradicate bottlenecks and guarantee

total customer satisfaction

. Worked hands on with our Bangkok factory Quality Control team for all

products imported into U.S. office for delivery to major accounts

. Traveled to Thailand and China frequently to ensure Production and

Quality issues were kept at a minimal as well as ensuring shipping

deadlines were being met

. Oversaw entire Manufacturing Operation by managing and maintaining

quality to ensure all jewelry manufactured by company met customer

specification as well as ensuring complete customer satisfaction.

. Served as liaison between merchandisers and product development team

to ensure successful crossover of designs and concepts into high-

quality product

. Worked closely with the Merchandising Director in selection of

appropriate vendors and product; develop sourcing strategies to meet

company standards

. Worked closely with Buyers from all Major accounts to ensure a quality

product with longevity that would generate maximum sales and profit

. Managed high volume inventory and assisted Sales team to minimize

inventory dollars

. Able to motivate employees and lead a team with integrity

U.S. Representative - Start-up, Production & Quality Team, OroGems; Oro

Alexander, Inc., Gemopolis, Thailand

(11/2002- 11/2003)

. Lived and worked in Bangkok to start-up new private factory and secure

working relationships for smooth transition of 70% of production from

4 local BKK factories into private factory

. Developed curriculum and training for local employees in all areas of

production to accommodate U.S. market; from design through delivery

. Responsible for all hiring and training for quality assurance and mass-

production positions

. Coordinated production through every employee to ensure orders were

being processed efficiently from order entry through metal allocation

all the way through final QC to shipping

. Implemented policies and procedures for quality assurance to decrease

quality rejection, and increase productivity and profitability

Special Orders/ Production, Oro Alexander, Inc., Encino, California

(8/1999- 11/2002)

Manufacturing, Development and Production- Special Orders Department

. Responsible for special orders from point of contact, creation,

purchase order, production, to shipping.

. Assisted local sub-contractors through all stages of production

. Coordinated local production of samples overseas for mass production

. Traveled to Thailand and China to establish and maintain relationships

and standards for production and U.S. quality standards

. Assisted Product Development and Merchandising team to ensure that

concepts and designs are successfully manufactured for mass production

. Worked closely with clients in developing and executing special orders

. Managed order and shipping deadlines of all Special Orders

OTHER SKILLS:

Software: Microsoft Office: Word, Excel, Access, Power Point, and Outlook;

Jewel Mate; Placemate;Tempware V; Fieldglass; Persona; Adobe Acrobat;

various copiers, scanners and fax machines.

Professional: Customer Service, Conflict Resolution

REFERENCES: AVAILABLE UPON REQUEST

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