Customer Service Quality Assurance

HENRY ZULIAN 937-***-**** hzulian@yahoo.com___

P.O. Box 54 Rose Hill, Kansas 67133

ADMINISTRATIVE CLERK

OBJECTIVE:

Dynamic performance oriented individual with a successful track record in customer satisfaction who consistently

meets and exceeds goals, experienced in communicating with a diverse customer base, strong administrative/time

management skills and proven organizational experience.

ADMINISTRATIVE:

Customer service representative, 15 years experience serving as a direct point of contact, communicated with public,

providing information in response to inquiries while resolving problems in a professional and courteous manner.

Performed administrative functions; prepared and maintained reports, files, correspondence, database management,

established suspense’s and developed policies/procedures to ensure effective and efficient work center operations.

Skilled in oral and written communication; conducted briefings to large/small audience, authored technical guidance,

prepared operating instructions, wrote reports, proficient in composing clear, easy to read documentation.

Versed in use of personal computers/office automated equipment and software, produced documents, reports, database,

editing, reformatted/revised electronic drafts and spreadsheets in support of administrative operations.

Relieved management of administrative details, coordinated work flow, updated tasks to ensure progress and kept

projects on schedule, conducted quality assurance analysis of documents, tracked information of recurring reports.

OFFICE MANAGEMENT:

Accomplished human resource programs; monitored personnel gains/ losses, new employee orientation, training and

man power resources, reviewed performance reports, promotions, disciplinary measures, sick/annual leave requests.

Presided over budget, resource utilization and fiscal coordination; managed/purchased $485K work center equipment

and supply program, ensured selection/ acquisition of requests were affordable and accurately completed.

SUPERVISION:

Led 43 personnel work center; conducted health risk assessment for 22,000 customers, used leadership skills to

motivate a wide variety of personnel with different backgrounds, educational levels and professional experienced.

16 years experience supervising personnel, production management, finances, conducting staff appraisals and

performance reviews as well as setting goals, prioritizing work, training & development, coaching/counseling.

EMPLOYMENT HISTORY:

U.S. Air Force

Over 20 years of professional success serving in U.S. Air Force advanced through a series of demanding positions with

increased depth of responsibilities and leadership experiences. 1986 - 2009

EDUCATION:

Bachelor of Science Degree, Occupational Safety & Health, Columbia Southern University 2007

Associate Degree, Environmental Engineering, Community College of the Air Force 2004

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