Customer Service Quality Assurance

Jaclyn F. Kelly

Boston, MA *****

908-***-****

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

WORK EXPERIENCE:

Booz Allen Hamilton Boston, MA

Consultant, Environmental Protection Agency April 2008 -

Present

(Office of Site Remediation and Restoration, Records and Information

Center)

. PDF Manager and official point of contact for all electronic documents

and web uploads

. Daily use of: Adobe, Acrobat Distiller, Accent capture, Excel, Outlook,

Microsoft Word, Lotus Notes, Document Management Systems

. Contribute to a bi-monthly call with EPA National head quarters regarding

agency web processing standards and best practices

. Manage and distributed work to a support staff

. Process metrics regarding hours worked for 7 Temporary employees

. Create Level of Effort and Cost Estimates for clients

. Facilitate team meetings

. Create training resources and standardized training procedure

. Develop department Workflow Structure, Guidance documents, Standard

operating procedures and Service announcements

. Prepare monthly deliverables detailing all department work completed

. Maintain department metrics

. Perform regular quality assurance checks and provided necessary feedback

. Experience and trained in consulting methods

. Format documents for the web and central repositories

. Create links and citations for web documents both external and within the

document

. Help organize volunteer events for Booz Allen to participate in

Abbott Personnel Boston, MA

Temporary Employee of Pearson Education Sept 2007 -

April 2008

(Family Education Network)

. Provide customer service and basic IT support for 5 computer software

programs

. Respond to email and phone quires regarding technical help as well as

payment and sales issues

. Review and resolve any long term problems with a given account

. Process electronic payments and invoices

. Keep a running phone log of calls received and made on a monthly basis

. Use CRM data base on a regular basis

. Update accounts with proper contact information and recent changes

Professional Staffing Group Boston, MA

Temporary Contractor for Booz Allen Hamilton May 2007 -

Sept 2007

(Office of Site Remediation and Restoration, Records and Information

Center)

. Records Management Support for US EPA Region 1

. Process Potentially Responsible Party (PRP) specific documentation onto

the Superfund Document Management System (SDMS)

. Sort documents based on specified indexing standards

. Work on time sensitive projects

. Keep track of daily progress using Excel spread sheets regarding hours,

metrics of work completed, and projects worked on

. Scan documents

. Complete Confidential Agency Information training

. Complete Information Security Awareness training

EDUCATION:

The University of Westminster London,

England

Bachelors of Honors English Literature Aug 2004 -

May 2006

. Graduated with Upper Second Class Honors

. Completed a year long dissertation concerned with female authors of the

mid 19th to early 20th century

Arcadia University Glenside,

Pennsylvania

Studied English Literature Aug 2002 - May

2004

COMPUTER SKILLS:

. Microsoft Office Suite, PC and Mac experience, Adobe 9 Professional,

Lotus Notes, AABBY FineReader, CRM software, PDF Enhancer, Accent capture,

TOAD, Photo Shop, Webinar experience, Oracle base request tracking system,

Java based indexing system, Online document management system, wiki and

blog creation experience

AWARDS:

Booz Allen Hamilton March 2009

. Performance and Team Appreciation Award for Absolute Personal Best

VOLUNTEER WORK:

American Cancer Society Oct 2010

March for the Cure

MSPCA Walk for Animals

Massachusetts Society for Prevention of Cruelty to Animals Sept

2010

Rebuilding Together April 2010

Anton's Cleaners Bell of the Ball April 2010

To benefit needy Boston High school students

Boston Monster March 2009 Oct 2009

To benefit The Samaritans

Rebuilding Together April 2009

American Cancer Society Oct 2008

March for the Cure

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