Customer Service Quality Assurance

SICILY MARQUARDT

* ****** *****, **** *****, IL *0044

847-***-**** ( ******.*********@*****.***

OBJECTIVE

To obtain a position where my adept skills are utilized to benefit the

organization by becoming part of a technology-driven organization that

encourages innovative thinking, recognition, and career development.

PROFESSIONAL EXPERIENCE

BIKERCRAZE, Wheeling, IL 2012-present

Manager/Quality Analyst

. Managed all product uploads and site testing, including customer

service, quality assurance, employee development and training within a

stringent budget and timeline.

. Increased customer accounts by 90% by modifying testing and changes

for ease of product searching, social networking, and visual of web

layout

. Support President, investigated and resolved customer issues within 24

hours, identified procedures for improvements in ecommerce, customer

service, purchasing, delivery, and sales.

Volkswagen Credit, Libertyville, IL 2007 -2009

Finance Representative Promoted from Customer Service Representative

. Reduced and improved customer service inquiries regarding automobile

finance details.

. Improved customer service by 85%, created customer satisfaction and

progress reports, achieved all department goals. Directed team build

projects, increasing employee morale, improved check handling by

creating detailed instructions for new team members.

Sutoer Solutions 2007

Quality Analyst

. Developed and executed test cases, reported and retested errors for

developers and management teams.

. Ran QA team status reports for Project Managers, received new software

requirements and duties.

TicketNow.com 2004-2006

Fraud & Chargeback Specialist promoted from Customer Care Specialist

. Managed two departments by tracking, monitoring and recording the

increase of internet fraud and customer credit chargebacks. Gathered

fraud data for future preventative measures, salvaging 98% of company

profits.

. Created, presented and taught chargeback dispute classes to

new/existing employees and decreasing fraudulent orders by 85%.

. Communicated with the Better Business Bureau, Attorney General, police

departments, investigators, and all major credit cards companies.

. Directly supported Vice President and Director of Customer Service by

providing administrative support to all departments including

marketing, IT, accounting, customer service, sales and web

development.

Buffalo Wild Wings 2002-2004

Corporate Trainer Promoted from Server

. Traveled and trained new staff on menu items, customer service, and

business etiquette for company expansion using strict corporate

criteria, decreasing new restaurant turnover rates by 65%.

. Conducted large group presentations daily, reduced labor, product, and

other expenses.

EDUCATION

. Masters of Business Administration - University of Phoenix

. Bachelor in Communications - University of Wisconsin

. Associate in Science, General Studies - College of Lake County

COMPUTER EXPERIENCE

. Proficient knowledge of all Microsoft Office Suites, PhotoShop,

QuickBooks, HTML, SQL

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