Quality Assurance Customer Service
Resume:
Elgia Coley II
Albany, GA **707
E-mail: ************@*****.***
OBJECTIVE: Experienced Communications professional seeks an exciting
position with a dynamic organization that would allow me to contribute to
the growth of the company
EXPERIENCE:
Advanced Networking Specialist Supervisor, Teleperformance USA, January
2008 to current
. Maintained customer's home and work computer network that involves
cable modems, fiber optics, Microsoft Windows operating system,
Macintosh operating system.
. Responsible for a team of twenty five or more production agents who
take inbound calls from ATT
. Set weekly goals for team and coached agents on ways to improve
process.
. Attend weekly meetings with higher management and vendor
representatives to discuss any changes and to give weekly performance
stats.
Production Maintenance Scheduler, United States Air Force, May 2007 to
December 2007
. Plans and schedules aerospace vehicle maintenance and utilization
requirements.
. Develops plans and establishes production schedules to meet mission
requirements. Schedules aerospace vehicles, AGE, munitions, missiles,
space systems, and associated support systems through maintenance
phases.
. Determines maintenance capabilities to aid in developing operational
schedules. Prepares weekly, monthly, quarterly, and annual utilization
schedules for known maintenance and operational mission and training
requirements.
. Schedules and monitors workload requirements.
Tire Assembly, Cooper Tire and Rubber Company, Albany, GA 31705, February
2005 to May 2007
. Responsible for the first stage tire assembly and production
. Production consisted of strict quality measures, manufacturing
standards and time efficient production
. Troubleshoot machinery and applying the 5s principles
. Worked alone effectively and with teams if needed; strict schedule
adherence
Quality Assurance Technician
. Determine and document any areas that may need improvement
. Inspecting the finished tires after the curing process and sampling
the entire manufacturing process
. Review the current policies and improvise plans to uphold existing
quality standards
. Analyze the effectiveness of the modifications made.
. Ensure that all procedures conform to health and safety regulations
CallTech Communications, LLC, Albany, GA 31707
Tier 1 Specialist, February 2003 to April 2003
. Responsible for managing incoming and outgoing calls to provide direct
customer services to over 12,000 customers
Tier 2 Specialist, GA 31707June 2003 to November 2003
. Responsible for upper level management of 45 Tier 1 specialists
providing training and coaching opportunities
. Bridging the gap between several major Fortune 500 companies
discussing and negotiating customer service boundaries
Quality Assurance Specialists, November 2003 to February 2005
. Perform call monitoring and provide trend data to site management
team.
. Participate in the design of call monitoring formats and quality
standards.
. Coordinating and facilitating call calibration sessions for call
center staff.
. Participate in customer and client listening programs to identify
customer needs and expectations.
. Work with managers and supervisors/team leaders to calibrate
monitoring processes and results.
. Perform research and recommend vendors for automated processes.
. Responsible for gathering and distributing results.
EDUCATION:
. Albany State University, Albany, GA 31707, B.S. Logistics Management
. Darton College, Albany, GA 31707
References available upon request
Contact this candidate