Customer Service Quality Assurance

jewell martin

** *. ******* **** ( Galloway, NJ 08205 609-***-**** (

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

Professional

Dedicated and experienced business professional with a versatile

administrative support skill set developed through experience as an HR

assistant, office supervisor, customer service agent and intern.

Demonstrated success in resolving employer challenges with innovative

solutions, systems and process improvements proven to increase efficiency,

customer and employee satisfaction and the bottom line.

Offering expert computer skills in MS Office Suite (Word, Excel,

PowerPoint, and Access) and other applications/systems. Typing: 65wpm at

99% accuracy.

Key Skills

Office Management Report & Document Records Management

Teambuilding & Preparation HIPPA Laws and

Supervision Spreadsheet & Database Regulations

Staff Development & Creation Expense Reduction

Training Payroll & Fingerprinting Customer Service

Policies & Procedures Multi-line Telephone System

Manuals

Experience

FIRST TRANSIT, Philadelphia, PA May 2010 to June 2010

Human Resource Assistant (Temporary)

. Hired to complete EEOC project for Human Resources Department.

. Sorted and copied employee personnel files and prepared them for

shipping to corporate office.

UNITED STATES CENSUS BUREAU, Northfield, NJ January 2010 to May

2010

Office Operations Supervisor- Quality Assurance

. Various administrative responsibilities including but not limited to

data input, spreadsheet creation, payroll and training.

. Initiated and maintained professional relationship with key community

partners in order to coordinate the Questionnaire Assistance Center

and Be Counted programs.

. Trained 35 customer service agents and supervised 70 in the

Questionnaire Assistance Center and Be Counted programs. Scheduled the

hours that each representative worked at every site and assisted in

processing payroll.

. Received Employee Appreciation certificate for dedication and

excellence in Quality Assurance for the 2010 U.S. Census.

RESIDENCE INN by MARRIOTT, Deptford, NJ Sep 2007 to Nov 2008

Guest Service Agent

. Operated as concierge and assisted with needs of guests for 102-

guestroom extended stay property.

. Performed human resource duties by scheduling interviews, performing

background checks, training and development of front office employees,

company employee communication and assisting in maintaining employee

files.

. Participated in 18-week Human Resource Coop coursework by analyzing

employee turnover and suggesting alternatives based on results.

AMERIHEALTH ADMINISTRATORS, Ft. Washington, PA June 2007 to August

2007

Intern (Independence Blue Cross Summer Internship Program)

. Created Policy and Procedure Handbook for the Benefit Installation

Team in the Claim Operation Systems Department.

. Assisted in the process of inputting benefits into particular systems

used to regenerate tiered benefit information throughout the

departments.

. Reviewed SAS70 Compliance applicable to benefits installation against

actual work processes in the department to ensure that work activities

successfully met set standards.

. Selected as one of 50 in applicant pool of nearly 1500 college

students and offered full time employment at close of internship

program.

Education

TEMPLE UNIVERSITY, Fox School of Business, Graduated: May 2008

Philadelphia, PA

Bachelor's Degree in Business Administration

Major: Human Resource Management

Certification: People First Certificate

Dean's List Spring 2007

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