Customer Service Quality Assurance
Resume:
Shanita Latrece Manuel
Hope Mills, North Carolina 28348
Home: 910-***-****
E-mail: **********@***.***
Specialized Experience:
A mature professional, experience with a variety of types of office automation software, word
processing, graphics, database, spreadsheet, and a variety of administrative, clerical duties, rules
and procedures. Record keeping, files maintenance and procedures. Works well under pressure
and in short notice situations. Patient in learning and comprehending new systems, techniques
and methods.
Related Skills:
Customer Service: Displays great customer first attitude.
Communication: Good written and oral communication skills.
Office Automation Software: All Microsoft office programs, graphics, database and spreadsheets.
Dedication: Work after normal duty hours, weekends and holidays.
Clerical Duties: All procedures applicable to form request and processing.
Work Experience:
AT&T Call Center; Customer service rep: Fayetteville, North Carolina 28305 2009- 2010
Handled incoming calls from customers with questions regarding monthly statements, phone
malfunctions and other cellular phone related issues
Assisted in troubleshooting equipment
Provided assistance with activating and upgrading equipment
Reviewed accounts for past due balances
Scheduled and extended payments per customer request
Met monthly quality assurance requirements as well as daily statistics
Maintained a clean working environment
Picture Me Portrait Studios, Photographer: Fayetteville North Carolina 28303, 2008-2009
Coordinated customers photo sessions for family and individual photos.
Surveyed customers on their experience with the studio.
Proposed deals with the clients and offered packages that would best suit their needs as far as
pictures.
Ordered the clients pictures once they were chosen.
Printed out daily paperwork and completed any other paperwork necessary before the close of
business.
Shipped out products that needed to go to other studios. Also tracked the orders to ensure they
arrived at their destinations.
Prepared customer information cards for future visits to our studio.
Modified any changes that needed to be done due to a clients change in order.
Handled any money give to the company by paying customers.
Cleaned the studio before the close of business every night.
Communicated any necessary information to the managers and supervisors.
Army National Guard, Signal Support Systems Specialist: Foxtrot 230th BSB 30th Brigade, Red
Springs North Carolina . 2005-2008.
Maintained and troubleshoots signal support equipment and terminal devices.
Operated and maintained designated radio and data distribution systems.
Arranged signal support functions to, to include providing technical assistance for user owned
and operated automation and communications equipment.
Operated and performed preventive maintenance checks on assigned vehicles.
Reviewed communication setups in vehicles.
Notified correct personals of any damaged or inoperable devices.
Obtained a positive attitude and hard work ethic.
Prime Time, Counselor: Fayetteville, NC, March 2007- June 2007
Prepared and participated in after-school activities for school aged children.
Prepared a weekly schedule for children of each age group.
Monitored and interacted with children.
Reported daily to child's parent(s)
Maintain a clean, safe and healthy environment.
Administered snacks and drinks to children
Education
Strayer University, Raleigh, North Carolina, 49.5 semester credit hours, Bachelors of Science in
Information Systems, 2007-Present.
Introduction to Business, Raleigh, North Carolina, August, 2007
Introduction to Sociology, Raleigh, North Carolina, August, 2007
English Composition, Raleigh, North Carolina, January, 2008
College Mathematics, Raleigh, North Carolina, January, 2008
Origins of Western Culture, Raleigh, North Carolina, April, 2008
Introduction to Information Systems, Raleigh, North Carolina July, 2008
Principles of Business, Raleigh, North Carolina, July, 2008
Grays Creek High School, Hope Mills, North Carolina, Diploma June 2006
Additional Information and training
BSAC Training, Fayetteville, NC, 2007
CPR Training, Fayetteville, NC, 2007
Operational Information Systems Security (OISS) Fort Gordon, Georgia, September, 2006
DOD INFOSEC Awareness, Fort Gordon, Georgia, September, 2006
Microsoft Windows 2000- Core Technologies, Fort Gordon, Georgia, October, 2006
Microsoft Office 2000- Deployment and Administration Overview, Fort Gordon, Georgia October,
2006.
Safety and Preventive Maintenance, Fort Gordon, Georgia ., October, 2006
PC Configuration, Fort Gordon, Georgia, October, 2006
PC Diagnostic Repair, Fort Gordon, Georgia ., November, 2006
Network Technologies: OSI Model Parts I & II, Fort Gordon, Georgia ., November, 2006
LAN Media and Components, Fort Gordon, Georgia ., November, 2006
Topologies and Techniques, Fort Gordon, Georgia ., November, 2006
CISCO IOS 11.3 Router Configuration Basics, Fort Gordon, Georgia, December, 2006
CISCO IOS 11.3 Inter networking Overview II, Fort Gordon, Georgia, December, 2006
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