Customer Service Quality Assurance

Lucia Bond

***** **** ********* **** . *******, AL 35749

Home 256-***-**** . Mobile 256-***-**** . *********@****.***

Objective: Position as a budget analyst, cost analyst, or computer systems

administration. Geographic choice is Huntsville, AL but willing to consider

alternative options.

PROFILE

. High customer service and communication skills; over five years of

experience.

. Skilled in MS Word, Excel, PPT, Outlook, Windows operating systems,

Visual Basic.

. Excellent communicator; fluent in Spanish, Portuguese and English.

. Strong knowledge in mathematics and its applications.

. Clearly communicates results of work, orally and in writing.

. Accurately follows instructions and takes direction with ease from

management.

. Value high business ethics and works with dedication, honesty, and

integrity.

. Highly organized, disciplined, and able to multitask effectively.

EDUCATION

ATHENS STATE UNIVERSITY -- Bachelor of Science, December 2009

. Accounting, 3.37/4.0 GPA.

CALHOUN COMMUNITY COLLEGE -- Associates of Science & Associate of Arts,

2007

. Accounting, Computer Information Systems, Business, General Ed.,

English, 3.38/4.0 GPA.

Affiliations and Activities:

* Phi Theta Kappa Alumni Honor Association.

* Delta Mu Delta International Honor Society.

* Member of the Accounting Club at Athens State University

* Awarded the Limestone Rotary Club Scholarship by Athens State

University, 2007.

* Awarded the Virginia Miller Deckle Scholarship by Athens State

University, 2008.

* Dean's List recognition for three years at Calhoun Community College.

* Awarded a Computer Science scholarship at Calhoun Community College.

Relevant coursework:

> Cost Accounting, Financial Accounting, Managerial Accounting,

Auditing, Fraud Examination, Federal Taxation, Governmental

Accounting.

> C++ Programming, Visual Basic, Advanced Microcomputer applications,

Business Statistics, Money and Banking, Financial Management.

VOLUNTEER EXPERIENCE

Tax Preparer, January 2010-present:

Bolen Finance & Accounting, Madison, AL

. Prepared income taxes for the clients of a multi-financial office that

provides tax preparation and financial services for businesses and

individuals.

. Provided administrative support to the direct staff.

. Scheduled client appointments and maintained up-to-date confidential

client files.

. Input tax information into a Tax Organizer and translated the Tax

Organizer into Spanish to provide adequate Tax Return.

. Assist supervisor on interviews and special projects.

EXPERIENCE

Customer Service Representative & Sales Associate, August 2006-present:

Kohl's Department Store, Huntsville, AL

. Assist with credit sales; handle customer credit card inquiries,

complaints, billing questions, and payment extensions requests.

. Report and interpret discrepancies affecting discount prices of

products and actual prices directly to management.

. Responsible for maintaining and restocking inventory.

. Provide quality customer service in busy call/page environment.

Resolve complex issues over the phone and in person to win customer

loyalty.

. Handle sales counter and cashiering duties. Recognized as top credit

sale associate during the first year of employment.

. Responsible for the organization of a department, manage a high-volume

work load within a deadline-driven environment.

. Exceed customer expectations by locating hard to find items, and

recommending alternative options for out of stock apparel.

Assistant Manager, February 2003-June 2006:

McDonald's Restaurant, Madison, AL

. Verified cash register and safe count; oversaw cash handling and

credit card payment transactions.

. Performed weekly inventory control and maintained the daily food

inventory ledger.

. Trained staff, completed training of new and existing employees.

. Provided quality assurance in products and customer service.

Developed excellent service skills, handled difficult customer

situations with tact and ease.

. Inspected food preparation as well as food personnel to ensure

compliance with Serve-Safe guidelines and Department of Health

regulations.

References: available upon request.

Contact this candidate