Customer Service Quality Assurance

NADIA SPOLAR

******@*******.***

SUMMARY

Eighteen years of Professional experience. Trained and motivate technical

Teams to achieve superior results. Skilled in `Remedy'' Help Desk Software,

Microsoft Office products, networking, modems, telephony digital copies,

and

Printers. Selected for the "1998/99 2004/2008 President Club Award'.

Heavily Implementation of 5S Lean Practices & Six Sigma processes.

PROFESSIONAL EXPERIENCE

HEWITT ASSOCIATES - Lincolnshire, IL 2008-2010

Print Production Supervisor

Responsible for successful operations workflow job completion in planning,

scheduling, monitoring, quality control,

final delivery and OSHA safety in an assigned Team setting.

Work with Team to make sure members understands, follows and delivers high

quality products.

Monitors performance of equipment and staff and recommends in methods,

procedures, organization,

equipment and/or personnel to make the best use of available resources.

Keep Management inform on general conditions and on matters of importance,

which could affect quality, cost, deadline, safety or employee moral

Coordinates, schedules, organize and actively participates in departmental

production meetings with management staff for monitoring the timeliness and

efficient workflow of all jobs in progress.

Ensure the completion of all required records, paperwork, documents and

reports

Develop and train Team staff members - counsel's employees as needed.

Conducts regularly scheduled meetings in order to keep staff informed of

current

problems and changes within the department or company.

Maintain and Analyze daily inventory goods, CD's, catalog

Able to schedule quick turnaround work without affecting current scheduled

work

Makes purchasing decision based on business policy, customer MRO needs and

supplier strategy

IKON Office Solutions Vernon Hills, IL September, 2001- 2008

Quality Assurance / Production Supervisor

Liaison between four different Departments to ensure smooth printing

operations

And 100% Customer satisfaction

Quality check and proofread of every single and complicated work

Orders to make sure they meet all Customers Requirements

Prepare monthly accurate billing package for all daily print job in the

shop.

Responsible for analyzing all job estimates versus actual costs for

implementation of process/budget improvement under direct control and

recommendations outside of direct responsibility

Provided overseas planning, printing design, assembly, order

Trouble - shoot and fix HP and Xerox and Ricoh printers, copiers and

equipment

Expediting and accurate delivery to all Reprographic areas, prepare

accurate billing package

Act as a technical resource to the printing department personnel to address

and resolve inquires, maintenance and problems related to assigned

functions on day-to-day basis.

Supervise printing operations from printing to finishing - using the

Company high-speed printers - DocuTech 6135, DocuTech 6185, bindery

equipment, folding, cutting, mail sort, inserting and shipping

Schedule work assignments and provide guidance, training, inspection of

assigned area in order to meet 100% company's standards of quality

perfection

Overseas and participate in physical and Electronic inventory levels into

Oracle System

Review and approved FDA printing process for local Fortune 50

Pharmaceutical Company utilizing GMPs procedures to issue/audit/modify

confidential documents for training purpose

Quality perfection and to get job done under Six Sigma and LEAN

Specification -

Coaching projects to successful completion and providing infrastructure

Proactively heavily - Follow up / Support with all Clients inside

Management Operation to improve success rate

AT&T BROADBAND Schaumburg, IL September 2000-June 2001

Lead Technical Support Agent

Manage Day-to-Day Help Desk technical assistance to field

Technicians and respond to customer phone-in service issues and correct

problems

Accomplishments

Implement new procedures and update current specifications

through document control

Trained new employees on technical troubleshooting.

Key contact person for customers regarding company products

Provide expert support to users and Field Technicians employing a high

degree of customer service, technical expertise and timeliness

Uses a high degree of patience and problem management techniques to solve

problems and follow through on resolution with users

Scheduling flexibility to assist the departmental staffing

needs in times of high census

Focus Team Leader reviewing on going issues.

Tracks call and enter solution data into Remedy solution base

Yearly Job Performance rated as Outstanding

The ability to influence customers and the peers in the organization to

obtain desired production results

Excellent interpersonal skills - The ability to handle difficult and

irate customers and maintain a positive professional outlook

Perform maintenance and calibration of equipment

Responsible for providing pricing to clients, insuring that

pricing was competitive and that generated analytical data was

cost-effective and delivered to the client on time.

Identify source for products/services in support of customer requests in a

timely manner

XEROX Hillside, IL

1995-2000

Account Supplies Site Manager

provided document services and the maintenance, repair and

installation of Xerox Products under contract at the various Clients

locations. Supervised four Site-Technicians, handled escalated complaints,

negotiated amicable agreements with Customers and responsible for smooth

Business operations on a daily basis.

Accomplishments

Managed and trained eight Team members.

Researched Supply Vendors and selected new ones yielding a 24%

yearly cost reduction.

Responsible for major customer Printing Projects keeping them on

schedule and within budgeted costs.

Expert on DocuTech 6180, DocuTech and DocuColor 40 Pro production, Canon

110 Printing System, Pitney Bowes Postal Series

Digital printers

Installed Digital Network Connectivity at Customer Site that

provides centralized printing from individual customer workstations.

Held meetings to inform team member's company policies and

office procedures.

Analyzed customer operations and business to recommend

improvements in process, hardware and software

Organized Open House to promote our new Products.

Develop and implement incentives to motivate employees.

Monitoring the quality, participation, and production schedules to in-

house staff and clients

Responsible for managing and coordinating clients accounts in

order to maintain profitable and working relationships

Investigated and organized billing discrepancies for

additional accounts placed on client alert

Created progression charts of individual employees for

tracking of validation training and/or recommendation for higher grade

level or promotion

Personally accountable for reducing the amount of service

calls generated for repairs to the

Digital instruments used in running printing report

POST OFFICE Split, Croatia, Europe 1983 - 1987

Assistant Branch Director

Managed four person Staff to ensure smooth day-to-day operation of the

Post Office, including

Customer Service, ensure service level standards are met-creating a

productive employee environment, coordinate meetings manage relationship

with affiliated companies and develop new business and computer data entry.

EDUCATION

University of Split Croatia: Associates Degree of Law

PROFESSIONAL DEVELOPMENT

Project Management training

DocuCare - Document Centre 220/230, Oce printing System

Cable Television, digital telephone and cable modem technology

Installation & Repair, Oracle, working with SAP, BOM

"Remedy" Help ticket system training

How to Influence without Direct Authority

Proficient in Microsoft Office Products, Word, People Soft, SAP

Perfect, Excel, Lotus Notes, Access, Internet Explorer, Adobe

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