Customer Service Quality Assurance
Resume:
Shannon J. Maitland
**** ***** ****. ***. #*** Columbus, OH 43229 419-***-****
********.*@***.***
Education
Buckeye Central High School
August 2001- May 2005
GPA 3.85/4.0
National Honor Society Member
The Ohio State University
January 2006- June 2009
GPA 3.95/4.0 - Summa Cum Laude
B.A. English
National Society of Collegiate Scholars Member
DeVry University Keller Graduate School of Management
August 2009-
Master of Human Resource Management
Experience
Adirondack Camp, NY Seasonal
June 2005-August 2005
Kitchen Staff - Food Preparation, Sanitation of Food Preparation
Areas
Professional Conduct with Campers and Parents
Country Club of Jackson, MI Seasonal
June 2006-August 2006
Halfway-House Attendant - Food & Beverage Service, Logistical Supply
Duties
Professional Conduct with Members and Guests
Foundation For the Challenged, OH
August 2009-September 2009
Editorial Intern- Wrote and Edited Press Releases as Requested
New Albany Country Club, OH Part Time Approx 20 Hours Per Week
April 2009-Present
Catering Server - Event Set-Up and Presentation, Guest and Service
Operations
Stanley Steemer International, Inc., OH Full Time
August 2009-Present
Customer Service Support Associate/Quality Assurance Team Member-
Evaluating and Monitoring Sales Calls, Data Entry, Live Chatting with
Customers Online
Answering Customer E-mails and Booking Jobs
Personal
-Dean's List Student Every Quarter for Four Academic Years
-Detail-Oriented Analytical Reading and Essay Composition/Editing
-Exceptional Time Management
-Successfully completed a needs assessment as part of the Training and
Development course at Keller Graduate School of Management. As part of
this project, I studied where environmental and training issues were
causing customer service advisors at Stanley Steemer to fall short of
what is expected of them. I developed a course of intervention and
conducted a cost/benefit analysis of my recommended interventions.
References
Dawn Mohler
Customer Service Manager- Stanley Steemer International, Inc.
Dr. Bette Madson
Professor- DeVry University
Pastor Anna M. Hunter
Pastor St. Paul's Lutheran Church, Sulphur Springs, OH
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