Customer Service Quality Assurance

*** * ******* **., ******, CA *****

626-***-**** ( ************@*****.***

Celeste Rodgers

objective

I am looking for an Administrative position that best utilizes my skills

and qualifications with opportunity for growth and advancement.

Technical Skills

Microsoft Word Cobol, Dyl280

Excel, Access VSE JCL, Natural

PowerPoint HTML, XHTML

Microsoft Project DHTML, XML

Visio JavaScript, Perl

Windows 95, XP, Vista Visual Basic, VBA

Professional experience

May 08 to September 09 Automobile Club of Southern California La

Verne, CA

Sales Agent

. Prospected for new business by identifying and qualifying sales leads

generated from referrals, networking, marketing, cold-calling, and

lead databases.

. Presented and explained insurance policy options based upon

prospective clients needs and goals with exceptional customer service.

. Set appointments with prospective insurance customers and met with

individuals and business owners in their homes, businesses or other

settings.

August 00 to September 07 LandAmerica Tax and Flood Covina, CA

Programmer Analyst

. Analyzed user requirements and develop detailed system specifications

for application software enhancements, new development, and

implementations.

. Analyzed agency data files and layouts for more efficient tax

reporting.

. Assist in development of detailed project plans outlining specific

tasks and accurate delivery dates.

. Designed, programmed, tested, and implement application software per

system specifications and within project plan time lines.

. Developed detailed user documentation for implemented application

software systems.

. Provided on-going application software system support for production

applications.

. Analyzed and recommend improvements to existing systems.

January 99 to August 00 Fidelity National Tax Service

Pasadena, CA

Analyst

. Performed data analysis and quality assurance for the acquisition and

conversion of Assessor Source and annual tax roll files.

. Conducted competitive analysis and internet research to resolve known

issues or improve content and currency of the converted data to meet

the needs of all internal users throughout the enterprise.

. Used available resources to research, confirm and/or validate data as

a part of the review process.

. Assured high overall quality and integrity of the reports were met and

maintained for all clients.

. Performed related reconciliations.

April 94 to December 96 Automatic Data Processing San

Dimas, CA

Tax Processing Specialist

. Researched and resolved agency notices to meet agency, client, and

region requirements

. Responded to client, agency and region inquiries on a daily basis

. Worked to maintain established resolution and accuracy metrics, while

providing World Class Service to our clients.

May 93 to April 94 HomeFed Bank Santa Ana, CA

Operations Manager

. Planned, coordinated and monitored the overall activities and branch

operations, including tracking and monitoring sales, customer service,

& performance against established plans and objectives.

. Supervised and observed employees in action; provided both formal and

informal coaching on an ongoing and consistent basis.

. Determined performance appraisals and ratings, delivered performance

reviews to subordinates, and recommend merit increase for all direct

reports

. Trained in all areas of operations and human resources issues.

August 90 to July 92 First Federal Savings of San Gabriel

Valley Hacienda Heights, CA

Operations Officer

. Supervised staff and was a role model for superior member service.

. Ensured the branch balanced all transactions at the close of each day.

. Ensured branch security.

. Assisted in interview and hiring process.

. Provided assistance and training to Tellers, Financial Service

Representatives, and Back Office as needed.

education

July 01 to September 01 Cal Poly Pomona Pomona,

CA

. Certificate - Access Programming: Building an Access Application

. Certificate - Access Programming: Fundamentals of VBA Programming

. Certificate - Access Programming: Advanced VBA Programming in Access

July 97 to Dec 2004 Mt San Antonio College Walnut,

CA

. Web programming classes - Fall 2004

. Certificate in Telecommunications - Spring 1998

. Certificate in Visual Basic Programming - Spring 1999

. On Presidents list for four consecutive semesters

. Grade point average: 3.85

January 97 to May 1997 Citrus College Glendora, CA

. Computer Information Systems Classes

. On Dean's List - Grade point average: 3.69

REFERENCES

Available upon request.

Contact this candidate