Quality Assurance Customer Service
Resume:
KATHLEEN LAPPIN
Machesney Park, IL 61115
abi7bq@r.postjobfree.com
PROFILE:
Seeking an entry-level position in a professional office environment or medical field,
with willingness to advance. Excellent Customer Service skills and very detail oriented.
Able to type 65 wpm +. Willing to learn new things quickly. Multi task capable. Patient
and adapts well to changing environments with excellent attendance. Currently a CNA
student at Rock Valley College (ends 10/13/10) and had taken a Medical Terminology
class.
EXPERIENCE:
West Management Corporation Loves Park, IL
Auditor 01/1999 to 12/2009
* Audited the work activities of production workers in order to verify conformance of
activities to quality assurance standards.
* Worked daily on a computer with knowledge of Windows NT, Excel, Word, and
Outlook.
* Trained new Team Leaders and kept track of their progress.
* Wrote audit information on quality assurance form and keyed information into
computer.
* Submitted audit report to supervisory personnel.
* Executed daily goals in a timely manner also trained others on time management.
* Assisted on the phones when needed.
* Implemented new ideas to improve current procedures
* Trained and managed 60+ Agents and achieved significant improvements in their
productivity.
* Interviewed job applicants in order to select people meeting employer qualifications.
* Filed and maintained records.
* Trained 25 Agents (per class) on new products and procedures.
* Implemented corrective action to keep Agents accountable for their performance.
* Completed Audits on Team Leaders as well as other Auditors to ensure all work was
accurate and completed.
* Received and implemented constructive feedback.
* Attended weekly meetings to stay up to date on all new and changing information.
* Attended and completed Sexual Harassment, Business Writing, Performance
Improvement Notification, Conflict Resolution, How to create a paper trail classes.
EDUCATION:
Rock Valley College Rockford, IL
Prospective P.C.T.Student anticipating graduation in 2011.
Rockford East High School Rockford, IL
Diploma
Contact this candidate