Customer Service Quality Assurance

Keara V. Lott

** ***** ****** ** ******: 901-***-****

Oakland, TN 38060

email:***********@***.***

Educational Background

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Bachelor of Professional Studies, The University of Memphis, August 2008.

Major: Paralegal Studies

Minor: Music

GPA: 3.5

Internship, Attorney Samuel L. Perkins April 2007- January 2008

Performed legal duties while learning the role of an

attorney/paralegal.

Work Experience

Ramp Agent, April 2004-present

Federal Express, Memphis, Tennessee

*Manage Groups of Employees

*Quality Assurance and Control in ordinance to FDA and ISO

*Customer Service and Time Management

*Safety Specialist

*Resolve and improve operational performance and services

*10 key, typing, & data entry

Paralegal, April 2008-September 2009

Samuel L. Perkins Law Group, Memphis, Tennessee

*Conduct client interviews and maintain general contact with the

client

*Locate and interview witnesses

*Conduct investigations and statistical and documentary research

*Conduct legal research

*Draft legal documents, correspondence and pleadings

*Summarize depositions, interrogatories and testimony

*Attend executions of wills, real estate closings, depositions, court

or administrative hearings

and trials with the attorney.

Team Leader, September 2002-2004

Federal Express, Memphis, Tennessee

*Make sure quality of service is above expected customer satisfaction

*Assist employees with weekly and monthly training programs

*Monitor employee work flow and reconstruct if needed

*Promote positive work environment and resolve conflicts

Data Transcriber/Data Conversion/Tax Examiner, December 1999- July 2004

Internal Revenue Service

* Analyzed the yearly taxes for fraud; enter the tax information into

the computer.

* 10-Key, data entry, typing, and customer Service.

Assistant Lead Advertiser, December 1999- August 2000

M.C.I. World Com

* Designed flyers for promotional events and assisted in lowering the

prices of our calling plans.

* Telemarketing when needed.

C.S.A. (Customer Service Agent), April 1999- November 2001

Northwest Airlines

* Data entry, customer service, 10-key, filing, and typing. This

position allowed me to develop my communication skills.

Skills

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Communication, Organizational, Public Presentations, Typing, and the

Ability to Adapt to Change

Computer Experience: Microsoft Word, Microsoft Excel, Microsoft Access,

PowerPoint, Spreadsheets, Windows, and WordPerfect.

Awards and Memberships

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Awarded Who's Who Among Collegiate & High School Students, graduated Magna

Cum Laude. Participated in Mock Trial Competitions 1993-1998.

References Available Upon Request

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