Customer Service Quality Control

CAREER PROFILE

A business professional highly proficient in information technology and

customer service, seeking an opportunity to effectively utilize my

technical, analytical, interpersonal, project coordination, technical

training, and writing skills.

PROFESSIONAL EXPERIENCE

Merrill Lynch Investing, Wealth Management Client Services Associate Tech

Support Level II, Jacksonville, FL, May 2010 - September 2010

. Provide service support for all Merrill Lynch brokerage account

products and service features through inbound calls from clients, and

internal partners regarding technical matters.

. Have a broad knowledge of the financial industry.

. Successfully completed the required training curriculum with a passing

grade on both of the practical and written assessments was achieved,

assumed the NFS Client Solutions position servicing inbound client

contacts.

. Provide complete and accurate information regarding all Merrill

Lynch's brokerage products and services including but not limited to:

. Account balances, holding and activity

. Merrill Lynch Online log-on, passwords reset, navigation and other

functionality or trouble shooting

AT&T Company, Customer Assistant/Tech Support, Orange Park, FL,

June 2009-March 2010

. Based on analysis provided, screen and resolve customer problems and

trouble reports, follow system testing to resolve problem or route to

appropriate center for clearing

. Deal with irate or difficult customers.

. Explains the nature of problem to customer in non-technical terms,

drawing on a basic knowledge of network elements, trouble conditions

and equipment failures

. Utilize various enterprise specific applications to remote access and

resolve the customers issue(s) while delivering Best in Class customer

service.

Budco Company, Benefit Auditor/Temporary, Highland Park, MI,

September 2008 - February 2009

. Audit benefit records to determine eligibility of coverage for General

Motors employees and retirees

. Administer 50-75 calls daily to manage documentation of enrollees

eligibility requirements

. Handle and process confidential employee information

. Volunteer to assist on other programs as needed

. Perform continual improvement activities as set by the client,

including implementation of scope changes and process improvements

City of Detroit, Finance Income Tax Division, Project Technical

Coordinator/Sub-contractor, Detroit, MI

June 2008 - August 2008

. Lead the technical portion of a project to improve the functionality

of the Tax Department's internet system

. Developed the project's plan, scope, and statement of work

. Mapped and monitored project milestones with detailed timelines

. Secured critical project knowledge using a version control system and

establishing a central shared drive on a secured repository for the

core team members

. Supported the chief contractor with team and resource planning

Toyota Boshoku America, Quality Management Analyst, Novi, MI,

April 2008 - June 2008

. Produced reports for senior operations managers

. Assisted in maintaining the overall program activities (scope, timing,

resource leveling, budget, etc.)

. Assisted in maintaining Engineering Change activities for supply base

and internal customers

. Championed International Material Data System (IMDS) internal and

supplier activities

PROFESSIONAL EXPERIENCE (cont'd)

The Bartech Group/BCN Advantage, Enrollment Coordinator, Southfield, MI,

November 2007 - April 2008

. Provided member services and financial billing for subscribers and

agents

. Conducted data entry, filing, contract enrollments and terminations,

and special circumstance review requests

Convergys/GM OnStar, Customer Service & Problem Res Rep II, Troy, MI,

June 2006 - November 2007

. Utilized various applications to trouble shoot and repair OnStar

systems for subscribers

. Documented and followed-up with the customers regarding technical

findings and resolutions

. Worked with cellular providers to determine vehicle programming

specifications

. Trained new peer associates on company business processes

. Resolved 60-90 calls / concerns per day at the Inbound Call Center

American Profit Recovery, Investigator/Collector, Farmington Hills, MI,

October 2005 - June 2006

. Utilized engines and software to locate debtors throughout the United

States

. Applied interpersonal skills allowing effective communication to

debtors and debt dissolution

. Participated in strategy meetings to determine new techniques to

impact the collection of a debt

. Placed outbound and received 75-100 calls to and from debtors per day

Johnson Control, Quality Control Inspector/Temporary, Taylor, MI,

January 2005 - September 2005

. Utilized Excel to document and track inventory from an off-site

location to ensure quality control

. Communicated the findings to management on a daily bases

. Inspected the parts before they were sent to the production line

utilizing the JIT (Just in Time), plant assembly methodology

. Met daily shift production goals set by the Company

City of Detroit, Information Technology Services Department (ITSD),

Business Analyst, Detroit, MI

December 1999-October 2004

. Established and maintained Intranet Web sites for the City of Detroit

ITSD divisions and agencies

. Created functional specifications for the navigation, layout and

design of Intranet

. Coordinated and facilitated weekly Change Management/Technical Review

seminars

. Evaluated new technologies introduced to enterprise

. Developed and published critical documents utilizing the ITSD Intranet

for all departmental policies, practices and procedures

Manpower/Ameritech, Associate/Temporary, Detroit, MI,

September 1998-December 1999

. Acted as training liaison between students, trainers, and instructors

. Created employee access identification and user profiles for new hires

. Coordinated training materials

EDUCATION

Wayne State University, Detroit, MI

Bachelors of Public Affairs: Public Management,

Wayne County Community College, Detroit, MI

Associates of Arts: Computer Science

MILITARY EXPERIENCE

United States Coast Guard

E-5 Rank, Honorable Discharge, 1998

SPECIAL SKILLS / ADVANCED TRAINING

Technical writing Crystal Reports

Microsoft Office suite: Word; Power Page Maker

Point; Excel; Access; Visio, HTML Photo Shop

International Material Data System Excellent communication skills

(IMDS)

PROFESSIONAL REFERENCES

Available upon request

Contact this candidate