Customer Service Quality Control
Resume:
Sarah Ovitt
St, Albans, VT ****8
**********@*******.***
OBJECTIVE To obtain a position that allows me to further my
career and benefit the employer.
Skills Summary Professional with over 19 years of experience
working in a large corporate environment.
Excellent typing, computer, Quality Control,
customer service and Supervisor experience with
strong customer relations background. I am very
organized, have great attention to detail and I am
very self directed. I am self sufficient to find
solutions to complex problems.
Mail/File/Data Entry Supervisor 12/90-12/09
Quality Control Inspector
Files Management Assistant
Labat-Anderson/SCOT/Stanley Associates/Dept of Homeland Security
St Albans, VT/Essex, VT
Supervisor Experience
. Responsible for setting work priorities and assigning work to team
members on a daily basis.
. Supervised personnel in various departments of the Mail/File and Data
Entry processes.
. Conducted daily Pending reports for accuracy counts on daily departmental
operations.
. Assist and supervise with training new and current employees.
. Track and maintain Employee attendance records.
. Work with Human Resources on personnel issues in counseling and coaching
employees up to discipline process including terminations.
. Certify and monitor employees in Timekeeping systems on a daily and
weekly basis.
. Ensure employees follow worksite rules and policies.
. Worked with various departments throughout the Center to coordinate
responsibilities and day to day operations.
. Review and interview applicant applications and resumes for employment
placement into organization.
. Train and cross train new hires and current employees into various
departments.
. Schedule/Coordinate meetings with employees to keep up with department,
company and government policies and procedures.
Coordinate
. Work with other departments within the Center for proper movement and
smooth transition.
. Ensures high quality work is provided and delivered to Government
employees.
. Responsible for automated postal machines and pick up by private
carriers, FEDEX and UPS carrier.
. Implemented the process of Slit N Peek in 1998 as a Mailroom Supervisor.
. Coordinated with Government Supervisor's to ensure smooth workflow and
delivery of work to Government employees in a timely manner.
. Coordinated Courier services internally with Area Departments and
externally with Mail Delivery Services such as UPS, DHL, and FED EX.
. Assisted in Scanning Mail through Security Xray machine to assist in
movement in mail and accurately accounting for Incoming Mail pieces.
. Responsible for proper labeling and shipping and applying proper postage
of high volume materials and mail to other Offices and Service Centers.
. Coordinate with Local Postal Service on pick up and delivery of Express,
Postal and Registered Mail.
Employee Development and Recognition
. Recommend team members for performance and quality awards.
. Record employees daily production into database for both company and
employee benefit.
. Assisted in other departments of production during backlogs and
recognized employees for backlog reductions.
. Plan, direct and review the quality of daily processes performed by
personnel.
. Implement and suggest changes to benefit employees and company.
Quality Control Inspector
Trained new and current employees
Developed and conduct training plans and programs.
Perform audits of individual and departmental work performance in
compliance with contract and work requirements.
Ensure timeliness, integrity and accuracy of work performed.
Screen problem documents for corrective actions.
Maintain daily logs and use random samplings to evaluate processes.
Collect audit data and maintain computer records.
Investigate complaints, problems and violations of security and other
worksite policies.
Develop and recommend changes to operating policies and Standard
Operating Procedures.
Establish certification goals, quality performance standards and other
special projects.
Maintain computer databases for daily, weekly and monthly reports.
Performed Queries in multiple databases.
Files Management Assistant
. Sort, batch and route pending case work to various departments, units and
individuals.
. Consolidate and clean files for permanent and temporary placement of
files.
. Transfer files to other locating offices and internal units.
. Delete and clean purged cases.
. Received files into the Service Center other facilities, off-site
locations and internally.
. Provided courier services to transport work from various buildings to
departments.
. Refile, purge, request, connect and update current and preexisting files.
. Interfile and connect correspondence with corresponding files
Hickok & Boardmann Insurance Agency, St Albans VT
Receptionist 8/90-1/91
Blouins IGA. St Albans VT
Cashier 12/90-6/91
Mac'sQuik Stop Deli, St Albans VT
Stock/Cashier/Deli 5/89-6/91
Customer Service Experience/Clerical Experience
. Assist customers with returns, purchasing store protection plans and
service packages.
. Answer telephone inquiries from customers and stores regarding the status
of units and other service issues.
. Assist with new employee training including store policies, services,
financing options and register operations.
. Answered Inbound calls in support of customers needs
. Handled incoming calls, responding to inquiries, resolving problems.
. Responsible for customer service in the digital equipment division,
duties included answering customer queries, problem solving and providing
detailed information.
. Assisted in the development of new policies and procedures.
EDUCATION
Bellows Free Academy - 1991- Diploma
Community College of VT -1991-1994-General Courses- Included but not
limited to Interpersonal and Small Group Communication, Business
Management, Accounting Courses and Early Childhood Education
Volunteer Experience
Catechitst Teacher-3rd and 4th Grade- Holy Angels Parish-St Albans VT
Fostered a classroom environment conducive to learning and promoting
excellent student/teacher interaction.
Develop and implement weekly and unit lesson plans.
AWARDS/ACCOMPLISHMENTS
Outstanding Performance Award, Special Achievement Awards, Time off
Incentive Awards, How to Supervise Employees-Fred Prior Seminar, Approach
to TQM and Appreciation for Naturalization Backlog Reduction, Perfect
Attendance Award, Certificate of Appreciation in Recognition to valuable
contributions to SCOT, Computer Security Awareness, New Directions to
Performance Appraisals and Preventing Thefts in the Workplace.
References Available Upon Request
Contact this candidate