Manager Quality Assurance

Gretchen L. Feiste

Résumé

Gretchen L. Feiste

**** ******** ****

PARMA, OH 44129

Phone: 440-***-**** Home E-Mail: *********@*****.***

Objective: To obtain a career within the Administrative/Clerical field where my expert knowledge base in Excel and Word

can be utilized, in conjunction with 10 years of experience. I take pride in being highly organized and enjoy

challenging situations which demand commitment to provide professional skills with quality outcomes.

Profile: Certified with Microsoft as an expert in Microsoft Word and Excel. Possess an above average working

knowledge of Microsoft products PowerPoint, Access, and Outlook, with a working knowledge of Dbase III,

Quicken, Publisher, Kodak Photo, Corel, and Paint; basic knowledge of Visual Basics and automation of

macros. Strong abilities using 10-key calculator, scanners, fax machine, copiers, and multiline phone

systems.

Certifications & Training:

Microsoft Word Expert Certification Levi, Ray and Shoup Testing Center

Levi, Ray and Shoup Testing Center Bloomington, IL September 2001

Bloomington, IL September 2001

Microsoft Excel Expert Certification

Education:

Illinois State University Eastern Illinois University

12 hours towards completion of degree Elementary Education

Normal, IL January 1995 – December 1996 103 hours completed

Charleston, IL August 1982 – May 1986

Lakeland Community College

Newton Community High School

Food Sanitation Certification

Graduated

3 hours credit (Required by Illinois Law)

Newton, IL May 1982

Mattoon, IL April 1987

Work History:

Power Direct

Client Services/Reporting

4805 Pearl Road, Cleveland, OH 44109 September 2006 – October 2008

Assistant Quality Assurance Manager September 2008 – October 2008

Produced productivity reports showing quality scores of all Quality Assurance agents. Managed a team of Virtual Quality

Assurance Representative (V-QAR’s) and In-House Quality Assurance Representative (QAR’s); includes scheduling of

work time, assigning work load, providing feedback on quality checks made by V-QAR’s and QAR’s, discuss quarterly

reviews with each V-QAR and QAR to ensure all quality standards are being adhered to by the phone representatives.

Design and implement new strategies to create a friendly work atmosphere while maintaining required productivity

levels.

Report Analyst September 2006 – September 2008

Designed and automated daily reports by using visual basics within Excel to provide all clients serviced by Power Direct

a daily overview of their current programs being administered by Power Direct on a daily basis. Posted all reports to a

FTP site which allowed clients the ability to access reports, both current and past as needed.

Responsibilities include: running daily reports, providing account manager with knowledge of reports completion,

posting of reports to FTP site once approved by account manager, maintain historical data records for each campaign,

oversee direct report in the reporting department, analysis data and provide a daily dashboard and trend analysis

reports to Director of Client Services, COO, Controller, President of IT, and the CEO on a daily basis.

Provide direction and set job responsibilities for the Client Services Coordinator by overseeing daily task and time frame

were being met. Discuss quarterly reviews with direct report to ensure the consistency of information and data validity

being provided to clients.

Gretchen L. Feiste

Résumé

State Farm Insurance Company

Illinois Operation Center

Auto Training Unit

2702 Ireland Grove Road, Bloomington, IL 61709-0001 August 2004 – August 2005

Secretary/Administrative Assistant

Prepared all interview schedules, materials, reports, and maintained confidential files necessary for the hiring process in

the Auto Claims Central (ACC) division of the Great Lakes Zone (GTLZ) in the Illinois Operation Center (ILOC).

Created and maintained cross-linked Excel and Word documents to improve efficiency in the preparation process of

hiring and the tracking of new class progress for the Auto Training Unit (ATU).

Responsibilities included: maintain and order appropriate supplies for all GTLZ ATU staff and trainees while staying

within given budget; coordinate unit calendar for all staff in Illinois, Indiana, and Michigan; make appropriate travel

arrangements for entire staff and new trainees required to visit the home office for training, accountable for performing

annual records management per company standards of all documents for the Illinois portion of the Auto Training Unit.

Assisted Supervisor, Peggy Ward, in her developmental opportunity by taking overtime reports and pulling specific data

by assigned account numbers associated with GTLZ ACC. Data was broken down further by location within the GTLZ

ACC. Data and graphs displayed overtime charges to ACC for employees assisting in a Catastrophe Call Center for

Hurricanes in the 2004 season. Research and data allowed for a significant dollar amount being charged back to the

CAT budget. Information from this report and other similar projects were forward to the GTLZ Vice-President of ACC

and letters of acknowledgement were received for assisting in the creation of the reports.

Pioneer Farm Business Farm Management

12 Westport Court, Suite B, Bloomington, IL 61704 July 2002 – July 2004

Office Coordinator

Responsible for compiling/ordering a list of office supplies, as well as federal and state tax paperwork needs for

assigned region. Maintenance of employee and staff files, client files, tax records, and personal information of a highly

confidential status. Used Dbase III to update and prepare all billing database needs, prepare necessary mailing labels,

reports and account information, enter billing statements, deposits, and preparation/processing of monthly bills.

Reported directly to the President, and assisted in preparing annual reports presented to the board for review and

acceptance. Perform general administrative support for all in-house and fieldstaff during tax season and area fieldstaff

when visiting from the regional office, while acting as the main liaison between the University of Illinois Agriculture

Department and Regional President. Oversee needs of all seasonal staff during tax seasonal and distribution of

paychecks and mail.

Lincoln Financial Advisors/Group One Source

Bloomington, IL November 2000 – July 2002

Administrative Assistant/Compliance Manger/Group One Source

Preformed general administrative duties for the President of LFA (Lincoln Financial Advisors) Central Illinois Regional

District, along with tracking compliance issues specific to the legal guidelines established by LFA corporate office.

Would quoted insurance products, which included health and life, to agents utilizing Group One Source, a division of

LFA. Once agent had completed the process of obtaining all group health/life insurance applications, I would then

double check all needed information was completed on each application. Once the completed the applications were

then forwarded to the provider chosen by the client and acted as the liaison between the agent and the provider.

Owens Nursery

Home Typist

Bloomington, IL January 1998 – June 1998

(Seasonal) Home Typist

Mitsubishi Motor Manufacturing of America, Inc.

Chassis 2 Quality Control

Normal, IL November 1993 – January 1997

Associate, Chassis 2; Quality Control second shift

Heartland Firm (a division of Minnesota Mutual Life Insurance Company)

Administrative Assistant

Bloomington, IL July 1992 – March 1993 Part-time Secretary / Receptionist

Kelly Temporary Services

Bloomington, IL January 1990 – March 1990

Temporary Office Support Personnel

State Farm Insurance

Group Medical / Senior Services

Brandt Trucking

Sorting/Filing Bills of Laden

Gretchen L. Feiste

Résumé

Wendy’s McDonald’s

Unit Manager Assistant Manager

Bloomington, IL September 1986-November 1989 Charleston, IL October 1983 – August 1986

Unit Manager Assistant Manger

Community Involvement:

Stevenson Elementary School Normal, IL

Bloomington, IL Vacation Bible School

Parent Teacher Organization 2001 Fifth Grade Instructor

2001-2002 Family Fun Night Chairperson 2000 Fourth Grade Instructor

2000-2001 PTO President 1999 Third Grade Instructor

1999-2000 PTO Vice-President 1998 Second Grade Instructor

1998-1999 Secretary & “Tiger Talk” Editor

1997-1998 Fundraiser Chairperson

Building Leadership Team

1998-2001

Eastview Christian Church

Bloomington/Normal Girl’s Softball Association (BNGSA)

Bloomington/Normal, IL

• 2005 Head coach 14u BNGSA Heart Breakers attended ASA Northern Nationals placed 12, qualified for ASA Nationals

th

• 2004 Head coach 14u BNGSA Heart Breakers attended ASA Northern Nationals placed 20, qualified for USSSA Worlds and

th

ASA Nationals

2003 Head coach 12u BNGSA Heart Breakers attended ASA Northern Nationals placed 10

• th

2002 Assistant coach 12u BNGSA Crush

•

2001 Head coach 10u In-town league

•

2000 Head coach 10u In-town league

•

1999 Head coach 9u In-town instructional league

•

• 1998 Head coach 9u In-town instructional league

Breakers of Rocky River Fast Pitch Organization

Cleveland, OH

• 2008 Head coach 14u Rocky River Breakers Gold attended ASA Eastern Nationals placed 17th, qualified for ASA Nationals at

both the 14u and 16u age levels.

• 2007 Head coach 18u Rocky River Breakers qualified for NSA Nationals

Brunswick Athletic Training Fast Pitch Division (M C Madness)

Brunswick, OH

• 2010 Head coach 13u MC Madness

• 2009 Head coach 16u MC Madness attended ASA Eastern Nationals placed 5th

Personal Interest:

• Learning new operating systems and continually increasing knowledge base within current computer programs. I find it

fascinating to manipulate data or create and design within a program.

• Sharing knowledge base of fastpitch softball with young women is my passion. Each player coached is an opportunity

to share how simple things learned throughout their playing careers can be applied to everyday life; while encouraging

players to become involved with their community in someway to continue creating positive impacts in others lives.

• Researching family genealogy over the past five years with my cousins has created a strong interest in history and the

lives of our ancestors.

Prior job recommendations can be viewed by visiting LinkedIn: http://www.linkedin.com/profile?

viewProfile=&key=44864198&locale=en_US&trk=tab_pro

Gretchen L. Feiste

Résumé

Appropriate professional and personal references available upon request

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