Customer Service Quality Assurance

William L. Spencer, III

**** **** ****** ***** #**, Forestville MD 20747

H 301-***-****/W 240-***-****/************@*****.***

Objective

To find a secure work environment, to gain new skills to further develop

professionally and aid in the company's growth.

Highlights

Well grounded, stable individual with an efficient, pleasant manner Able

to juggle several priorities and think on my feet Bring a smile and

sincere enthusiasm to the workplace Deliver excellent customer service to

each encounter with the public Accustomed to juggling n operations Well

versed in MS Office, including Outlook, Word, and Excel Fast and accurate

data entry skills and accustomed to high volumes of detail in compressed

timelines Able to take in and assimilate new information quickly Honest,

forthright, genuine, congenial co-worker with a natural desire to complete

a task solo, or a team project Can pass a background check and qualify

for a security clearance.

Education

Graduated 1987 Coolidge Senior High School, Washington,

DC

General Studies Diploma.

Certificate 1987 Operation Hope Business School,

Washington, DC

Business Administration.

Work Experience

8/08-present Dextera Corporation, Washington DC

Records Specialist-Immigration & Border Protection

Maintain records system and process in compliance with all disposition and

regulatory requirements, receiving, preparing or verifying documents,

searching for and compiling information and data, responding to routine

requests.

Note* The Contract firms listed below invited me to continue on the

existing contract with PTO over a ten year period.

4/07-4/08 DJA Associates, Arlington, VA

Document Control Specialist-Patent & Trademark Office

Responsible for clerical tasks to support office, business, or

administrative operations. Maintaining records, receiving, preparing or

verifying documents, searching for and compiling information and data,

responding to routine requests with standard answering phone, in person, or

by correspondence. Make decisions concerning adequacy and content of

transactions handled in addition to following proper procedures. Data

information requires a familiarity with the terminology of the office unit.

Select appropriate methods from a wide variety of procedures or make simple

adaptations and interpretations of a limited number of substantive guides

and manuals. Recognized problems and delicate to other for correction.

Proofread for spot checks, complete review, or subsequent processing for

both quality and quantity are available to assist and advice clerks on

difficult problems and to approve their suggestions for significant

deviations from existing instructions. All work assignments are currently

using MS Windows and performing IFW fully understand IFW procedures for

indexing, scanning and quality assurance.

1/01-4/07 CRU, Arlington, VA

Document Control Specialist /Scanner /File Clerk-Patent & Trademark Office

Perform Patent Application and Related Material Support for Image File

Wrapper (IFW) Department. Pre-ordering, indexing, scanning, quality

processing, boxing and dispatching. Review the work flow and report

preparation. Responsible for answering telephone caller's request,

sometime I use my own judgment or forwarded them to the approximately legal

examiner or paralegal. Document and applications review,

12/99-1/01 Johnson Controls, Arlington, VA

Scanner Operator-Patent & Trademark Office

Scan documents into the database, copy index, maintaining records.

Routinely lifted 50lbs or more.

3/98-12/99 NCI, Arlington,VA

File Clerk-Patent & Trademark Office

Handle/process inbound and outbound mail. Maintain a record log sheet to

track production volume. Scan, copy, key in and out the batches throughout

the process.

Recognition

Certificate of Attendance 2002 Efficiency Awards for Scanning, Indexing,

and Pre-Indexing 2004.

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