Customer Service Quality Assurance

J ohanna Antonio

**** ***** **** *********, ** **464 Phone: 484-***-**** *****@******.***

Education

University of Maryland, Highly qualified, experienced professional excited to return to the work force after extended leave

Adelphi, MD to stay at home with children. Strong planner and customer service specialist who enjoys making

MS is Distance Learning complex information simple to comprehend, readily adapts to change, works well independently

Technology, 2011 or in a group and exceeds expectations. Able to juggle multiple priorities and meet tight

deadlines without compromising quality.

Drexel University,

Philadelphia, PA

Expertise Highlights

BS in Information Science

and Technology, 2007 Became a specialist in media integration and documentation for multiple clients and employers.

Documentation Specialist: Prepared and coordinated documentation services and support

for new major system modifications by gathering, analyzing, and composing technical

Key Skills

information including: assisting with creating work product templates; capturing information

Media Integration

from interviews, meetings, etc.; and centrally storing and maintaining work products.

Customer Service

Translated technical records into clear and concise documents to be used by both technical

Specialist

and non technical personnel and maintained all updates to documents affected by change

Social Networking

as directed.

Course Development

Instructional Design: Designed and conducted several course for corporate education,

Quality Assurance

including information technology for beginners, how to use internal messaging systems, and

System Monitoring

banking software.

Strong written and

Customer Service Support: provided outstanding customer service and end user support as

presentation skills

part of dynamic call center. Helped users navigate new banking program and understand

Community Development

how to use special features. Also trained new employees how to use internal company

software. Worked with customers to establish and maintain excellent working associations,

Relevant Course resolve issues, and promote team services and capability.

Human Computer Policy Writing: Reviewed, updated and modified channel development policy to reflect

Interaction current company and federal guidelines and standards.

Competitive Intelligence Web Portal Design: Assisted in the planning and design of multi business to web portal

Distributive Computing portion of major system implementations linking scientist, lab personnel, on site libraries

and Networking and private contractors into shared networks. Tested for quality assurance, usability and

Instructional Design and ensured compliance with companywide directives and federal regulations.

Course Development

Experience

Wyeth Pharmaceuticals, Internet Developer/SAP Junior Analyst,

Frazier, PA March 2001 September 2001

AWE, Inc., Conshohocken, Channel Manager,

PA March 2000 September 2000

Drexel University, Data Analyst,

Philadelphia, PA June 1999 – March 2000,

September 2000 – March2001

Patriot Bank, Pottstown, PA Direct Banking Specialist,

January 1998 – June 1999

Expert in MS Office (Word, Excel, Power Point, Publisher); Proficient in HTML, SQL, Dreamweaver and SAP

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