Customer Service Quality Assurance

Keith T. Yocum

***** **** ** ? Hemet, CA *****

951-***-**** ? **********@*****.***

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Administrative Assistant / Customer Service

HIGHLIGHT OF QUALIFICATIONS

. Top performer with exceptional interpersonal, communication, and public

relation skills able to articulate effectively in order to develop

positive rapport with clients and cultivate ongoing relationships with

staff, outside contacts, and clients alike.

. Expertise in providing comprehensive customer service to identify clients

needs and offer solutions resolving problems and providing satisfaction

and a positive corporate image.

. Demonstrated success in developing and instituting the needed procedures

and responses required for solid management and business operations.

. Proven success managing multiple concurrent objectives, projects, groups

or activities demonstrating effective judgment in prioritizing and time

allocation within set budget.

. Perform duties requiring confidentiality, discretion, tact, diplomacy and

sound judgment through analytical and critical decision making skills.

. Outstanding verbal and written communication with exceptional follow-

through.

. Advanced computer skills with Microsoft Word, Excel, Access, and Outlook.

. Secret Clearance - Active.

PROFESSIONAL EXPERIENCE

Avenguard Auto Finance - Philadelphia, PA

2008 - 2009

Administrative Specialist

. Processed "flipped" titles for repossessed vehicles.

. Performed database management of customer interaction to ensure legal

compliance with repossession of automobiles.

. Provided customer service by calling clients in an effort to set up

financial arrangements with so clients may become current on payments.

US Navy - Lakehurst, NJ

2006 - 2008

Field Training Officer/ Instructor

. Provided classroom and in the field training for Security Operations.

. Contributed to the technical understanding and promotion of new and

existing information on operational standards, solutions, products and

tools to both technical and business personnel.

. Monitored the compliance of policies and procedures for the organization.

. Developed training tools, scheduled and executed sessions.

. Coordinated with inside/outside government agencies to provide

supplemental training programs to Department of Defense personnel and

other staff.

. Created and executed solutions to enable Military leaders to build a high

performing organization through assessing, differentiating, and developing

employees.

US Navy - Abroad 2007 -

2007

Administrative Officer / Executive Assistant

. Prepared various professional quality reports, presentations,

correspondence, and/or other documents required by executives.

. Demonstrated highly developed secretarial, administrative, and

coordination skills in order to successfully complete assigned activities.

. Supported multiple executive level personnel on a daily basis by

scheduling appointments, writing and preparing reports, monitoring email,

planning travel, replying to email and voicemail, answering phones,

managing office supplies, communicating and managing calendar in Microsoft

Outlook, organizing, and writing and sending correspondence to internal

and external candidates.

. Handled confidential material as well as recorded actions on sensitive

issues and released information to authorized parties.

US Navy - Soda Bay, Greece

2005 - 2006

Customer Service / Dispatch

. Call center experience included but was not limited receiving a high

volume of incoming requests via telephone and fax from civilians, military

personnel and businesses, inputting order details accurately into a

complex business system, researching customer requests, and following-up

in a timely manner.

. Researched, troubleshot and resolved customer problems.

US Navy - Norfolk, VA 2000 -

2005

Area Supervisor

. Managed Work Center for maintenance and repairs of electronics and

mechanical equipment.

. Provided training, daily scheduling, and performed quality assurance

checks for 5 Technicians.

Education

Argosy University - San Diego, CA

Bachelor of Arts in Business Management, Currently enrolled

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