Customer Service Quality Control

Chanel P. Johnson

***** ******** ******, **** *, moreno valley, CA 92551

hm: 951-***-****/cell:310-***-****

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

OBJECTIVE

TO SECURE A CHALLENGING CAREER IN PUBLIC SERVICE WITH OPPORTUNITIES FOR

GROWTH AND ADVANCEMENT

SKILLS

OUTSTANDING TIME MANAGEMENT AND ORGANIZATION SKILLS WITH THE ABILITY TO

MULTI-TASK AND PRIORITIZE WHILE HANDLING A VARIETY OF ACTIVITIES WITH A

HIGH-DEGREE OF ACCURACY IN A FAST-PACED AND DEADLINE-DRIVEN ENVIRONMENT

Capable of thinking analytically and strategically

Strong problem solving skills with exceptional results

Develop and maintain public relations/serve as a liaison for public and

private agencies

Proficient in computer programs such as MS Office, Excel, PowerPoint and

Outlook

Effectively completes multiple tasks with minimal supervision

Motivated by working in a team environment as well as individually

Represents strong Interpersonal, Oral, Analytical and Written Communication

Skills

Demonstrates leadership, teamwork, and problem solving with a professional

attitude

Ability to maintain a typing speed of: 65-70 wpm and data entry keystrokes of

10,000 per hour (alpha/numeric)

Professional experience

March 2010-May 2010 U.S. CENSUS 2010

Riverside, CA

Lead Enumerator (temporary)

Conducted interviews with residents in assigned areas by following stringent

guidelines and confidentiality laws. Explained the purpose of the census

interview, answered residents' questions, elicited information following a

script, and recorded census data on forms

Assessed quality control levels on selected addresses, determined which

samples passed or failed, and maintained records for quality control

verification

Complied with accuracy standards while maintaining high production rates

Maintained records of hours worked, units produced, miles driven, quality

control results, and expenses incurred in the performance of duties

Collaborated with supervisor to review and submit work, and receive

additional instructions

September 2009-April 2010 AMERICAN MEDICAL RESPONSE Rancho

Cucamonga, CA

Communications Dispatcher (part time)

Answered emergency and non-emergency phone calls and directed them

appropriately

Responsible for providing quick and friendly customer service

Expedited and assigned ambulance dispatch requests from various hospital

nursing floors and outpatient satellites to appropriate ambulance service

Clarified requests from area fire departments for Advanced Life Support

intercepts for 9-1-1 calls in the area communities

Produced accurate records of all ambulance traffic within the hospital

February 2003-January 2009 CITY OF RIALTO

Rialto, CA

Lead 911 Communications Officer

Determined the nature, location and priority of emergent and non-emergent

calls

Coordinated and dispatched police, fire, ambulance and other emergency units

as necessary in accordance with established procedures

Monitored status and location of police, fire, animal control and Code

Enforcement units

Logged, updated, and retrieved information from a variety of computer systems

including but not limited to CLETS, NLETS and CJIS

Prioritized call calls for service

Mastered computer-aided dispatch (CAD) system to organize and appropriately

routed calls and requests from the public

Functioned as an advocate for school aged juveniles

Recorded requests for information regarding vehicle registration, driving

records and warrants, and provided pertinent data to requesting police units

Operated a variety of communications equipment, including radio consoles,

telephones and computers

Assisted with cross-training officers on dispatch procedures as well as new

hires

April 2001-April 2002 CAREMARK THERAPEUTIC SERVICES

Redlands, CA

Cash Applications Representative/Collections-Accounts Receivable

Analyzed customer accounts for medical billing

Computed daily transactions to individual client accounts

Processed customer payments and transactions, including insurance payments,

credit card transactions, adjustments, disbursements and transfer vouchers

Coordinated various transaction procedures, including but not limited to,

refund and unapplied cash

Aided with alpha/numeric filing, as well as scanned and indexed documents

Determined the status of collection accounts

education

South University (Online) BA Psychology

July 5, 2012

Savannah, GA

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