Customer Service Quality Assurance
Resume:
JACQUELYN DIANNE BETHEA
P.O. BOX ****
RICHMOND, VA 23222
*********@*****.***
Objective:
Seeking a full t ime position with a company that can use my strong diverse abilities that
operate in a professional atmosphere with room for advancement.
Abilities:
Experienced t rainer of new employees in a Communications field
Over 5 years of Administrative Assistant experience
Proficient with MS Word/Excel, Access, PowerPoint, Outlook
Typing of 70 correct words per minute - Data Ent ry of 8500 ksph
Various office duties to include office management
Ability to manage and lead a team of professionals
Ability to prioritize tasks and multi-task
Resourceful and able to creatively solve problems
Demonstrate excellent customer service skills
Accomplishments:
Responsible for the Richmond Police/Public Works Dept’s Photo Id’s: Photo, process and
l aminated over 600 employees Id’s for Y2K
Received recognition for assisting in t raining in the Communications Training Academy
Received certificates for attending and completing APCO Academy for: Communications
Center Supervisor, Communications Training Officer
Certificates for attending and completing various t raining courses offered by the city of
R ichmond to include: Preparing for Supervision and Dealing with Difficult People
Attended and completed N I MS 100, 200 & 700 offered by FEMA-Emergency Management
I nstitute
Employment H istory
Groome T ransportation
04/2009 - 05/2010 Reservationists
Take incoming calls/Process e-mails for Limo Pickups
Accounting/Record Keeping Duties
Cash register and Credit card machine operator
Reconciliation of Cash Drawer begin/end of shift
Batching out accounts for credit card machine
Customer Service Representative, Greet Customers at RIC Ai rport
2- Way Radio as needed
Hanover County 9-1-1
12/2007 – 03/2009 Senior Communications Officer
Answered 9-1-1 lines
Entered information into CAD System
CPR/AED Trained and Certified
Dispatch Animal Control Officers
Teletype Operator/EMD-EFD Certificates
VCIN/NCIC Certified
City of Richmond Police Communications
07/1992 – 11/2007 Asst Communications Officer Supervisor/CO I I
Monitored Police Radios for Quality Assurance
Perform employee evaluations
DCJS General Instructor
CPR/AED Certified
Police and Fire Dispatch
Performed Daily Payroll Duties and Scheduling
Trained New Employees
VCIN/NCIC Certified
Customer Service Rep
MCV/VCU Hospital
01/1991 – 07/1992
I nterview Patients/Family members
Obtain complete accurate demographic/insurance information
Entered information into Hospital Information Computer
Ini tiated Pre-authorization/Pre-certification for Admissions
Analyze patient info and counsel patient/guarantor
Customer Service duties
Data Ent ry
Education H istory
Bryant & Stratton College
H ull Street Road
Richmond, VA
Business Administration
12/2006 to 05/2008
Associates Degree Program
REFERENCES AVAI LABLE ON REQUEST
Major Tasks, Responsibilities and Key Accountabilities
Prepares documents, memos, general correspondence, reports, and other materials including
PowerPoint presentations. Initiates routine and some non-routine correspondence.
Ensures that travel requests, expense reports, and other travel documentation are accurate and
complete.
Collaborates and partners with peers within business and other functions.
Schedules meetings, team meetings and events (internal and external). Maintains up-to-date
calendar.
Maintains and orders department office supplies. Processes invoices for payment.
Coordinates candidate interview process (e.g. scheduling, communication, etc.).
Nature and Scope
May modify processes to resolve situations.
Under limited supervision, relies on experience and exercises independent judgment to determine
best approach to achieve desired outcomes. Course of action is often determined by interpreting
procedures and policies. Work typically involves periodic review of output by supervisor or direct
'customers' of the process
Is sought out and/or assigned to provide general guidance/direction, training, and technical
assistance to junior level support personnel. Contributes to employees professional development but
does not have hiring/firing authority.
Work Environment
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move
about. On rare occasions there may be a need to move or lift light articles.
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not
objectionable.
Typically requires overnight travel less than 10% of the time.
Minimum Qualifications
Must be eighteen years of age
Must pass the Drug Test
Must pass the Background Check
Must pass pre-employment tests if applicable
Education and Experience
Technical certification or Associates degree may be required in some areas. Generally 5 to 7 years
of experience in related area of responsibility.
Preferred Qualifications
3-5 years related clerical/administrative experience.
Customer service experience.
Additional Information
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10.05.233
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