Quality Assurance Sales

Nancy Guerrero ***** N. Mangrum Ct. Fountain Hills 480-***-****

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

Summary: Over 21 years of professional experience working in an office setting.

Managed, trained, tested, and coached team members in the

development and implementation of new Documentum system for

United Airlines. Coordinated operation of all promotional certificates

and programming information to implement coupons and sales

promotions. Supervised publishing of all business and procedure

manuals on corporate website companywide and for FAA corporate

compliance. Continuing education to obtain Associates degree in the

Information Technology field.

Experience: United Airlines Elk Grove Village, Illinois

Technical Document Controller 2007 to 2009

Scope: Controlled and maintained technical document integrity to

assure compliance with Federal Air Regulations and company policies.

Reviewed draft revisions, resolved discrepancies, determined

publication priorities, and publication dates. Compiled revision

package, determined method of production to be used, assembles

revised master documents for reproduction, and assures timely

distribution to users across the system. Reconciles shop/line manual

audit discrepancies with Quality Assurance personnel. Involved with

the implementation of the new database, Documentum. Assisting in

training users across the system. Prepares and presents

recommendations and solutions to resolve identified issues. Provides

leadership and direction to divisional staff members to achieve

corporate documentation objectives. Collaborates with subject matter

experts, users, and technical writers in documentation development.

Wrote, designed and produced a PowerPoint spread sheet for our

Dangerous Goods department with important information for

traveling with lithium batteries.

Helped coordinate efforts to change databases for our Webregs

Manual System from Domino Doc to Documentum. Arranged

training, testing, and helped develop procedures.

OSHA certified.

The Horton Insurance Group Orland Park, Illinois

Client Services Assistant 2006 to 2007

Scope: Assisted clients with account information, set up service

appointments, and assisted clients with technical support. Answered

staff inquiries and advised personnel on administrative and clerical

matters. Skilled in Excel, Microsoft Word, Access and Outlook.

Responded to written and telephone requests regarding policy issues

and mortgagee changes. Reviewed and prepared correspondence,

sorted and sent out mail. Provided support to management, handled

routine administrative work, coordinated statements, maintained

records, and tracked information. Maintained computerized customer

database and established new customer account files. Attended

planning meetings and assisted in writing policies and procedures.

Directed heavy telephone volume, ensured accurate recording and

delivery of messages, tracked employees' availability within the office,

and typed letters and reports.

Accustomed to fast-paced, high-pressured positions, demonstrated

ability to prioritize multiple tasks, meet deadlines, and provide

quality service.

Accepted increasing responsibility demonstrating flexibility and

ability to learn quickly.

Property and Casualty License attained within 6 months of

employment.

United Airlines Elk Grove Village, Illinois

Revenue Accounting Systems Lead, Ticket 1988 to 2005

Agent, Reservationist

Scope: Sold travel tickets and advised customers on travel plans.

Consistently recognized for excellent interpersonal skills, and strong

ability to work under pressure. Worked effectively under limited

supervision. Experienced in international travel, fares, tariffs, and

routing. Developed loyal customers resulting in impressive sales.

Provided programming information to implement coupons and sales

programs. Additionally experienced in Apollo, Walker,Infopac, and

Unimatic systems. Advised customers on current traveling conditions

and travel itineraries. Calmly and effectively handled crisis situations.

Processed all orders for United's profitable Reach for the Skies

program while monitoring for fraud. Maintained tour payables and

group deposit refund checks. Provided training to employees.

Increased productivity by implementing time saving procedures.

Wrote, designed and produced mail delivery procedures for the

entire building.

Coordinated special events.

Provided support to management, handled routine administrative

work, coordinated statements, maintained records, and tracked

information.

Education: University Of Phoenix Phoenix, Arizona

Associates Degree, Information Technology 2011

License: Property and Casualty Insurance License of Illinois

References: Available upon request

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