Customer Service Quality Assurance

***** ********* **. **** ● Redmond, WA ***** ● 425-***-**** ● ***********@*****.***

Martin DeLong

Professional Summary

• Comfortable use of Microsoft Office programs, including advanced

understanding of Excel, and additional training with Microsoft Access.

• Work interdepartmentally with IT, Sales, Finance, Customer Service, &

Executive Team.

• Experience shifting to new Customer Relationship Management and Billing systems.

Education

Carroll CollegeHelena, MT

Bachelor of Arts; Political Science with Domestic Policy emphasis

Professional Experience

2003 2010Who’s Calling,

Inc.Kirkland/Bothell, WA

Title: Supervisor of Client Activation & Support - 2008 to 2010

• Supervise data entry team and subject matter expert for Billing and Contracts

• Use Salesforce.com and Excel to manage workflow, reporting, and develop processes

• Schedule data entry personnel to ensure full support of clients based in all US time zones

• Work as member of leadership team to improve productivity and ensure appropriate employee

conduct

Title: Quality Assurance in Client Activation & Support – 2004 to 2007

• Set up, maintain, and cancel client website interface

• Coordinate billing with contracts in both Switchmate and Metratech billing systems

• Uncover and resolve billing issues through report auditing using Salesforce.com

•

• Perform data entry analysis to provide streamlining of procedures and accuracy of work

• Create Training and Process documents for newly hired employees

Title: Customer Service Representative in Client Satisfaction – 2003

• Train clients to utilize Who’s Calling products via phone and Internet training sessions

• Answer client phone calls to resolve technical problems and billing issues

1999 2002Blue Cross & Blue

Shield of MTHelena, MT

Title: Office Assistant for Governor’s Cup & Race for the Cure

• Conducted data entry for Governor’s Cup participants

• Supervised data entry team for Race for the Cure

• Collaborated with Race Coordinator for planning on start of marathon

Accomplishments & Awards

• Completion of over 300 new client orientations during 9 months in Client Satisfaction

• Uncovered billing errors saving $360,000 during final year in Quality Assurance

• Outstanding Customer Service, 2006 and 2007, Nominated by Management Team

• Inter-Departmental “Big Dog”, 2007 and 2008, Nominated by Department Peers

• Employee of the Month, Numerous Occasions, Nominated by Management and Peers

• Manager of the Month, Numerous Occasions, Nominated by Management and Peers

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