Customer Service Representative

Dimple Suit

******.****@*****.*** 303-***-**** (H)

http://www.linkedin.com/in/dsuit 303-***-**** (M)

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Summary

Detail oriented Quality Analyst with proven ability to drive results for strategic initiatives.

Recognized for integrity with commitment to customer satisfaction while maintaining

business standards. 5 years experience in transactional auditing to SOX Controls and

ISO Standards while mentoring others for same.

Experience

Agilent Technologies Quality Analyst 2004-2009

• Originated and led Guest Auditor Program improving transactional quality results by

15% in the first 12 months

• Proposed and implemented Quality Mentorship Program, mentoring 4 individuals

• Developed and delivered Business Management Systems Awareness training to 260

employees

• Documented auditing processes to ISO control standards

• Achieved 22% productivity gain for customer service representatives and reduced

disk storage space by introducing innovative solutions for filing documents

• Proposed and administered Quality Focus Q&A for consistent quality message

throughout organization

• Audited transactions for both sales and support with a 99.8% results accuracy

• Created “QA Desk Manual” to ensure successful transition of role

Agilent Technologies Oracle Super User 2000-2004

• Evaluated Oracle capability to government customer requirements and influenced

solutions throughout various phases of development

• Advised team of successes and challenges to be faced with data base at go live

formulating solutions for critical elements not yet administered in Oracle

• Recruited for creative celebration of Oracle go live performing various activities for

successful demonstration and inspiring excitement

• Introduced the Super User role and facilitated regular meetings for discussion of

concerns and resolutions during stabilization

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• Integrated Super User role with Customer Service Representative role supporting

both internal and external customers by piloting program of collaboration and

feedback to developers for future system enhancements

• Documented Super User role to assist management team with obtaining a defined

position separate from the customer service role

Agilent Technologies Customer Service Representative 1988-2004

• Represented components organization for design and implementation of domestic

ordering system to global ordering system

• Initiated “Warranty Proposal Program” improving customer satisfaction for new units

being placed on medical service agreements prior to warranty expiration, increasing

region coverage by 28% in first year

• Addressed cash in advance situation for professional services by creating a

containment process and presenting a long term solution for customers to pay for

training sessions in advance of arrival

• Supervised and appraised activities for company split coaching team to smooth

transition to Agilent Day One

• Cataloged desk activities creating manual for seamless customer coverage when

positions consolidated

• Balanced global customer forecast to production capabilities for classified program

• Member of global team as customer service focal point for specialized product

development, manufacturing by 3rd party, delivery, and invoicing

Professional Development

Hazard Awareness Communications Harvard Mentor for Mentorship

Power of Personal Accountability (PPA) Crucial Conversations

Six Sigma White Belt Certification Seven Habits

Process Improvement LEAN Methodology

Information Security & Data Privacy Revenue Recognition

Certified Internal Auditor (in process)

Awards

Winners Circle 1997 for outstanding Customer Service Performance

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Transition Champion for Agilent Day One

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LEO recipient 11 out of 12 months for sales lead generation

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FISH Award for 14 consecutive months for Customer Feedback submissions

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Helping Hand for Teamwork 5 consecutive years

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Make a Difference Award for community participation 2 consecutive years

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Teaming Merit Award for Quality Mentorship program

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Global recognition merit for Guest Auditor Program

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Make a Difference Award for outstanding performance in Quality for 2008

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