Customer Service Quality Assurance

JAMMAYA PULLIAM- MCINTOSH

**** ****** ***** ***. *** 313-***-****

Canton MI 48187 E-mail: **********@*****.***

EDUCATION

Bachelor of Business Administration - March 2000, Accounting/Computer Information Systems –

Davenport University, Warren, MI

PROFESSIONAL HIGHLIGHTS

• Excellent communication and analytical problem solving skills, with the ability to prioritize assignments and meet

each deadline in a timely manner

• Motivated existing teams while enhancing the overall environment for customers

• Innovatively provided ideas to drive sales and legendary customer experience

• Achievements included: Local Hero Award-honoring community involvement, 2nd Highest Pastry Units Sold,

94.7%- Quality Assurance Standards Audit, Outstanding Legendary Customer Experience Awards and Marshall

Fields Star Associate

WORK EXPERIENCE

TekSystems Lansing MI

Site Support Analyst, State of Michigan May 2008 – October 2009

PROJECT: BRIDGES

• Learned and self-taught new statewide application to ensure superior support is provided to county specialists

• Learned, researched and gained eligibility and procedure knowledge for public assistance programs using policy

and procedure manuals, Bridges Administrative Manual (BAM), Bridges Eligibility Manual and State of Emergency

Relief Manual (ERM)

• Assist and train computer system users (specialists) for new statewide application

• Provide specialist support with daily task changes in new statewide application

• Attend daily conference call reporting high priority problems and issues

• Conduct one on one and small group training sessions for statewide application

• Develop and maintain positive effective relationships with leadership, peers and county/state employees

• Research and track application concerns received from various levels of county/state personnel

• Address application concerns to helpdesk, when appropriate

• Lead a team of four or more site support in various counties to provide appropriate support of new statewide

application

Starbucks Coffee Company, Southfield MI September 2004 – May 2008

Store Manager

• Managed with integrity, honesty and knowledge that promote the culture, values and mission of Starbucks

• Provided coaching and direction to the store team to take action and to achieve operational goals

• Displayed a customer comes first attitude by training and holding partners accountable for delivering legendary

customer service

• Solicited customer feedback to understand customer needs and needs of the local community

• Used all operational tools to plan for and achieve operational excellence in the store

• Monitored and managed store staffing levels to ensure partner development and talent acquisition to achieve and

maintain store operational requirements

• Constantly reviewed store environment and key business indicators to identify problems, concerns and

opportunities for improvement to provide coaching and direction to the store team to achieve operational goals

• Drove the implementation of company programs by developing action plans and directly motivating and

instructing the store team to implement them to meet operational and organizational objectives

• Planned, identified, communicated and delegated appropriate responsibilities and practices to store partners to

ensure smooth flow of operations

• Utilized management information tools and analyzes financial reports to identify and address trends and issues in

store performance

• Provided partners with coaching, feedback and developmental opportunities and building effective teams

Marshall Fields Southfield MI

Service Center Consultant December 2003 – September 2004

• Responsible for ensuring that all team members were greeting and assisting guests promptly

• Assisted associates with disgruntled customers by providing superior customer service, acknowledging and

answering the customer concerns and questions

• Motivated team members to achieve store or company goals during various contest incentives

RCM Technologies, Southfield MI

Resume of JAMMAYA PULLIAM-McINTOSH

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System Implementation Specialist, State of Michigan July 2002 – November 2003

PROJECT: Michigan Child Support Enforcement Systems

• Responsible for supporting and directing a team of 10 Implementation Specialist with providing

customer/technical support for new statewide application to various application users

• Managed Implementation Specialist team; entered, maintained and updated application helpdesk hotline tickets

and issues logged for system/application problems

• Lead Implementation Specialist team with relaying resolutions from the helpdesk tickets and issues previously

logged to local users

• Responsible for tracking daily status reports from a team of 10 Implementation Specialists on activities and

problems that occurred within assigned county and summarizing and submitting one team report to Regional

Manager on a daily basis

• Assisted and trained computer system users for new statewide application

• Maintained statistical analysis provided to Project Management for monitoring of data preparation/clean-up status

• Analyzed user/business system requirements, procedures and problems for data/system automation and

information processing

• Attended weekly conference call reporting high priority problems and issues

• Conducted one on one and small group training sessions for statewide application

• Provided extensive child support knowledge to support team members, Prosecuting Attorneys and Friend of the

Court Offices

• Liaison between assigned county Prosecuting Attorneys and Friend of the Court offices and State of Michigan

Courtland Software Services, Rockford MI

Technical/Systems Data Analyst, State of Michigan June 2000 - May 2002

PROJECT: Michigan Child Support Enforcement Systems

• Verified, documented and revised test scripts, errors and data from current VAX system and Oracle application

• Extensive involvement with querying of databases for data preparation/clean-up and test verification

• Executed test scripts and analyzed results

• Provide determination of successful or failed test scripts

• Defined and analyzed data processing requirements for data/system automation

• Analyzed multiple databases for statewide application and data preparation/clean-up efforts

• Revised, updated and maintained Entity Relationship Diagram

• Maintained statistical analysis provided to Project Management for monitoring of data preparation/clean-up status

• Lead, developed and documented screen and data mapping efforts from local application to statewide application

• Quality Assurance (QA) Lead Analyst developed, implemented and maintained standards, policies, procedures

and processes for documentation, application and design

• Successfully completed training on Oracle Designer 6.0, Oracle Developer 6.0 and PL/SQL

Wayne County, Third District Court - Friend of the Court (FOC), Detroit MI

Lead Customer Support Representative June 1997 - June 2000

INDUSTRY: Child Support

• Provided case management to several hundred cases to ensure child support orders were entered properly and

income withholding orders issued timely

• Assisted supervisor with client case/financial problem resolutions and relayed them to appropriate customer

support representative

• Responsible for handling all disgruntle and frustrated clients by finding appropriate resolutions to there child

support or custody related issue

• Mentored, trained and provided support to staff computer system users on in-house computer software,

GroupWise and Internet

• Created, implemented and maintained templates in Microsoft Excel and Word for 300 management and staff

members for productivity and statistical tracking

• Provided customer service information, regarding child support related issues, from the FOC, State of Michigan

and Wayne County applications to litigants, domestic relations specialists, attorneys and other court personnel

Contact this candidate