Customer Service Quality Assurance
Resume:
Elisha J. Stokes
***** *. **** ******* **. ? Palos Hills, IL 60465 ? 773-***-**** ?
************@*********.***
Objective
Data entry specialist position allowing for parlay of demonstrated
organization, customer service, communication, quality assurance, and data
entry assisting skills proven by 10 years of successful, profitable
employment.
Profile
Hard-working, motivated, and organized personable business professional
with Associates Degree in Microcomputer Business Systems and a successful
track record of excellent data entry skills. Talent for quickly mastering
technology. Diplomatic and tactful with professionals and non-
professionals at all levels as an effective problem solver. Accustomed to
handling sensitive, confidential records. Demonstrated history of
producing accurate, timely records and reports. Flexible and versatile.
Thrive in deadline-driven environments. Excellent team-building skills.
Skill Summary on an Expert Level
o Data Entry
o Report Preparation
o Written Correspondence
o General Office Skills
o Certificate in GCP Training
o Customer Service
o Quality Assurance Audits
o Filing
o Collect Payments
o Accounting
o Front-Office Operations
o Document Tracking
Professional Experience
o Received, date-time stamped, batched, data entered, and quality assured
incoming case report forms for various clinical studies on a daily basis.
o Log in case report forms into the case report form tracking database
within 24 hours of receipt. Enter the data, notes, and margin comments
into project databases according to program-specific data entry
conventions with an accuracy rate of at least 95%. Along with preparing
and processing data resolution reports (queries) to resolve outstanding
data issues with investigative sites.
o Perform second-key verification of data entered into project databases
for various clinical studies. Perform visual quality assurance audits of
data entered in project databases, annotate case report forms as
necessary to reflect any changes made to the study data, file all
corrections and annotations in the appropriate patient file all according
to the program-specific data entry conventions, the data management plan,
and the written/verbal directions of the Data Manager.
o Escalate data issues to Data Manager or members of the project team that
require greater judgment, knowledge, and experience.
o Operated data entry terminal to record and verify all data entered into
automated system with typing speed of 50+ words per minute.
o Corrected and edited each application where applicable using strong
proofreading and analytical skills.
o Processed and proofread high volume of checks using a ten-key operating
method with speed of 12,000+ ksph.
o Prepare, type, fax, copy, mail, file, and print important documents.
Handled calls from policy holders to answer questions and resolve
problems. Handled customers in person to provide quotes, completed
applications, and accepted payments.
o Graded test along with generated and issued certificates and failure
notices to test takers.
o Create Online Submission List; work with the buying teams to ensure item
set-up materials are submitted on time while helping to resolve item set-
up issues and making sure all items get online.
Employment History
CROSSFIRE GROUP (SEARS HOLDINGS CORPORATION TEMP ASSIGNMENT) - Hoffman
Estates, IL
Data Entry Operator, July, 2009 - April, 2010
ACADEMY FOR CONTINUED HEALTHCARE LEARNING/ACCESS MEDICAL GROUP - Chicago,
IL
Data Entry Specialist, February, 2005 - January, 2009
KELLY SERVICES TEMP AGENCY (BANK ONE/CHICAGO TRIBUNE TEMP ASSIGNMENT) -
Chicago, IL
Data Entry Operator, January, 2004 - January, 2005
Education
UNIVERSITY OF PHOENIX ONLINE - Phoenix, AZ
Accounting, February, 2008 - November, 2009
COLLEGE OF OFFICE TECHNOLOGY - Chicago, IL
Associates Degree of Applied Sciences, 2002 GPA: 4.0
CHICAGO STATE UNIVERSITY - Chicago, IL
Nursing, Prerequisite Classes, 1994-1997
Computer Skills
o Microsoft Word
o Microsoft Excel
o Microsoft Access
o Microsoft PowerPoint
o Clintrial Database
o Visual Basic
o Website Design
o 10-Key Operation
Contact this candidate