Customer Service Quality Assurance
Resume:
Karen Clayton Tucker
Englewood, CO 80112
Objective
I am seeking a challenging position that allows participation with people,
creativity, and variety. Where acquired skills and abilities will provide
a satisfying opportunity for long-term career growth.
Abilities & Skills
GENERAL:
Office administration and management * Communication and organizational
skills * Background in public contact and customer service * Positive
motivational skills * Proofreading and editing skills * Exceptional
analytical and interpersonal skills * Rapid learning curve and highly
motivated
COMPUTER AND SOFTWARE:
MicroStation * Documentum * HTML * SGML (Standard Generalized Markup
Language) * UNIX * Microsoft Word * Microsoft Project * Microsoft
PowerPoint * Visio * Adobe PhotoShop * Excel * Lotus Notes * PeopleSoft
Major Achievements
Presidents award for creating an HGML file for a Jeppesen publication.
Lead Enroute chart development for Air Canada project.
Wrote documentation for entire Jeppesen Maintenance Information Systems
group.
Education
August 2010 - Present Arapahoe Community College in Littleton, CO
August 1989 - May 1992 Cuesta College in San Luis Obispo, CA
Associate of Arts, Business
Employment history
May 2009 - Present Gallery 5150
Englewood, CO
Photography/Modeling
. Photographing people and creating abstract art
. Stock print modeling
July 2008 - April 2009 Wilson & Co.
Denver, CO
Bridge/Structure CAD Technician
. Drafted bridge and structure drawings using CDOT, UDOT, and design
build specifications
. Assisted with roadway drawings
May 1996 - May 2008 Jeppesen Sanderson Englewood, CO
Flight Information Analyst (March 2003 - May 2008)
. Analyzed various forms of aviation source
. Updated/maintained JAD (Jeppesen Aviation Database)
. Updated electronic design files per changes identified
. Applied composition specifications to new design files
. Coordinated the creation/development of all new projects/charts
with internal and external customers
Jeppesen Maintenance Information Systems (JMIS) Aviation
Publication/Document Specialist II
(March 2001 - February 2003)
. Developed data process documentation
. Analyzed and coded source data for loose-leaf, electronic, and web
publications
. Converted/post-processed PDF, SGML, HTML, and ASCII files
. Scanned, cropped and imported graphics into documents
. Organized revision cycles, which included: providing project status
reports, editing/revising data, applying style/formatting
requirements and content comparison
. Created extensive documentation (Departmental procedures, work
instructions, forms, etc.)
. Provided process and procedure recommendations
Web Quality Analyst (November 1999 - February 2001)
. Assured that Web projects were designed according to the scope and
project plan
. Identified, documented, and tracked problems encountered during
testing
. Developed test plans and performed testing
. Created and maintained HTML pages
JMIS Process Analyst/Planning & Scheduling (January 1999 - October
1999)
. Analyzed existing data production processes
. Developed and refined procedures and to satisfy customer
requirements
. Developed and refined new data work process flow charts and
supporting information
. Provided input and assisted with review and approval of process and
procedural changes
. Provided customer delivery planning and scheduling
JMIS SGML Production Validator (January 1997 - December 1998)
. Ran production processes for all electronic manuals
. Converted text to valid SGML
. Resolved data errors produced by conversion processes
. Prepared graphics for electronic publishing
. Validated documents for correct structure and coding
JMIS Quality Assurance Specialist (May 1996 - December 1997)
. Quality checked various electronic aircraft maintenance manuals and
graphics
. Quality checked discrepancy resolution and acceptance of manuals
. Tested browser functionality and verified data integrity
. Maintained customer information and tracked discrepancies in
database
June 1994 - April 1996 Head Over Heels Salon Greenwood Village, CO
Manager
. Provided support for 21 independent contractors and customer
service
. Order processing, product supply, and merchandising
. Bookkeeping, inventory, and accounts receivable
May 1993 - April 1994 Bekins Moving & Storage Honolulu, HI
Administrative Assistant
. Handled inbound and outbound overseas and inter-island shipments
. Records management
. Accounts receivable
January 1987 - April 1989 FoxMeyer
Denver, CO
Merchandiser
. Remodeled and re-merchandised drug stores per schematics
. Placed orders and stocked merchandise
. Conducted inventory of front end and pharmacy merchandise
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