Customer Service Quality Assurance

AYANA RUDD

**** ******* ** ? Conyers, Georgia ***94

770-***-**** ? ******@*****.***

Professional focus

Customer-focused professional with over 11 years of extensive customer

service and payroll/garnishment experience. Proven track record of

performance excellence and consistent promotions with increased

responsibility. Strong analytical and problem solving skills. Ability to

prioritize and effectively organize multiple tasks. Ability to manage

special business projects with high attention to detail. Strong background

and experience in:

Project Management PeopleSoft 8.8

Data Management Imaging

Team Management Microsoft Office

Process Improvement Docs-on-line

professional EXPERIENCE

Sears holdings corporation, Tucker, GA 05/1997 - 04/2009

Garnishment SME - Outsource Transition Team 01/2008-

04/2009

. Created training plans for detailed, desk-level knowledge transfer

of garnishment tasks, related technologies, workflows, and

functions

. Traveled to Chennai, India to facilitate training and conduct

quality assurance

. Conducted ongoing audits of transitioned processes to ensure

consistency and accuracy of processing

Team Supervisor 03/2007-

03/2008

. Managed a team of 5 in the administration of garnishments,

including wage attachments, child support, tax levies, and

bankruptcies

. Managed team workflow to ensure timely and accurate responses to

meet service commitments and remain in compliance with federal

garnishment requirements

. Determined opportunities for process improvement and implemented

solutions

. Coordinated on-going development plans for team

. Audited and balanced garnishment payroll reports

Garnishment Payroll Specialist

11/2002-03/2007

. Conducted analysis of payroll wage deductions and made applicable

adjustments via payroll processing

. Processed manual check adjustments resulting from payroll

processing errors

. Interpreted court orders, affidavits, interrogatories for HR

managers and employees

. Provided extensive research and accurate resolution of garnishment

issues

Customer Service Representative

09/1999-11/2002

. Resolved HR related inquiries via inbound Call Center environment

. Managed employee profile changes and assigned cases for Tier 2

resolution

. Interpreted company policy

Sr. Collector

05/1997-09/1999

. Contacted external customers to determine payment status on

receivables

. Applied company policies and procedures for credit collections

. Identified necessary billing adjustments and corrected

EDUCATION

. Central Gwinnet High School - Lawrenceville, GA

1995

. Dekalb Technical College - Clarkston, GA

1998 Master Cosmetology license

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