Customer Service Quality Control

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Home: 540-***-****, Cell: 571-***-****

Stafford, VA 22554-7610

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*****.******-*******@**.***.***

SUMMARY

Management professional with over 9 years experience. Areas of expertise

include operations, strategic planning, project management, quality

control, employee development and customer service. Responsible, detail

oriented with strong organizational, analytical, problem solving,

communication, and relationship management skills.

PROFESSIONAL EXPERIENCE

IBM BUSINESS CONSULTING/PWC CONSULTING LLP, Springfield, VA 2000 -

Present

Administrator Specialist and Supervisor

Support the U.S. Postal Service (USPS), Transit-Time Measurement System

(TTMS),

. Manage two teams to deliver test mail shipments to independent

contractors within 85 performance areas nationwide and ten foreign

countries.

. Hire, supervise, train and mentor 20 plus staff associates.

. Write and modify team procedures, run and edit SAS, Excel and DOS

programs.

. Schedule staff to achieve maximum productivity.

. Identify disruptions in work flow and take corrective action.

. Perform quality control ensuring 80,000 test pieces weekly meet

Statement of Work requirements.

. Ensuring proper kit and mail specifications from independent

subcontractor

. Manage accurate mail metering and postage reconciliation process

. Supervise the bundling, packaging and preparation of test mail

shipment to independent contractors.

. Order and perform inventory control and tracking.

. Generate and analyze weekly quality assurance reports.

. Present reports to senior management.

. Use metrics to track workflow, evaluate individual/group performance

and to analyze and determine team resources and needs.

. Coordinate with independent contractors information needed to

fabricate and induct test mail.

. Make presentations for clients and IBM staff.

. Manage team budget and expenses.

. Manage a 100,000 item inventory.

PWC CONSULTING LLP, Springfield, VA 1999 -

2000

Customer Service Administrator/ Financial Assistant & Billing Analyst

. Managed SAS programs.

. Performed mail merges and distributed output to associate staff to

process.

. Reviewed a variety of program outputs for validity and resolved

discrepancies.

. Managed address verification process for project participants.

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. Developed a system to track address verification dates and designed

procedures to ensure compliance with client requirements.

. Run vacation-tracking process to determine the impact of participant

vacations.

. Performed daily data cleaning and hygiene of client addresses.

. Reviewed time and expense reports for all project staff.

. Analyzed, prepared project accounts and report generation.

. Reconciled work in progress statements against financial database.

. Run and maintained accounts receivable aged trial balances.

. Monitored and maintained clients open account receivables.

. Processed client invoices.

. Created and updated various financial spreadsheets.

PRICEWATERHOUSECOOPERS LLP, Springfield, VA 1998 - 1999

Quality Control Associate

. Performed manual and electronic audits on processes and projects.

. Verified accuracy of test mail in accordance with quality standards

and specifications.

. Identified and addressed quality concerns.

. Analyzed quality reviews, identified potential areas for improvement

and recommended proactive ways of preventing errors.

. Collected data for quality analysis and created metrics from

information gathered to measure staff performances.

. Tracked data resulting from quality analysis and created reports for

internal clients.

. Created Microsoft Access database to store statistical data.

. Managed SAS programs related to the projects

TRU-GREEN-CHEMLAWN, Lorton, VA 1997 - 1998

Accounts Receivable Associate

. Recovered overdue accounts.

PRICEWATERHOUSECOOPERS LLP, Springfield, VA 1997 -

1998

Staff Associate on Transit Time Measurement System (TTMS) for USPS

. Processed, fabricated, metered and bundled test mail.

EDUCATION

Management Skills for New Managers' Course, American Management

Association, Washington, DC 2001

Diploma: Stage 1 Chartered Institute of Bankers, City Banking College,

London, UK 1991

RELATED SKILLS

Microsoft Word, Excel, Access, PowerPoint, Publisher, Project, Visio, DOS,

SAS programs, NEIS Accounting System, Oracle Financial System, Oracle

Database, Lotus Notes.

Contact this candidate