Quality Assurance Customer Service

Char-Nae Sims

Email: *********@********.***

Address: * ******** *** **.***

City: Yonkers

State: NY

Zip: 10701

Country: USA

Phone: 914-***-****

Skill Level: Management

Salary Range: 60

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Char-Nae J. Sims

1 Glenwood Avenue Apt#24E Yonkers, New York 10701

Home 914-***-**** Mobile 646-***-****

E-mail:***********@***.***

Professional Objective/Summary

A resilient individual focused in accomplishing project objectives promoting a high performance employee-oriented culture that emphasizes quality, integrity, responsiveness and empowerment. My previous career experience afforded me the opportunity to actively participate on many high profile initiates. Each project developed my experiences and adaptability to increasing levels of roles/responsibilities, acquiring unwavering dedication to providing world-class customer service to internal and external clientele. I am looking forward to an opportunity to expand my experience working solely within the human resources discipline.

Qualifications/Relevant Skills Profile

18+ years working within an office and/or field environment, servicing internal and external customer clientele.

Ability to address an array of moderate to complex customer matters in a timely, professional, confidential and sensitive manner.

Attentive to detail; Excellent organization, root-cause analysis, forecasting, trending analysis, and critical thinking skills.

Excellent time-management skills and working in a fast paced environment. Demonstrated working abilities in leadership, mentoring, independent and supportive roles.

Wide-ranging customer servicing abilities. Extensive customer contact via written, in-person, verbal, and electronic communication. Effectively interacted with management and company personnel.

Administered, implemented and authored performance management/enhancement tools; i.e. department/project progress plans; outsource vendor operations, procedure documents and employee job descriptions.

Proficiency with web-based and MS Office applications: Oracle, Peoplesoft, Kronos/E-time, Word, Excel, Powerpoint and Visio

Perform audit, verification and compliancy check functions.

Broad investigative/interview/research skills and creativity to achieve optimal resolution regarding account discrepancies.

Education

Mercy College, Dobbs Ferry N.Y (2006) Mercy College, Dobbs Ferry N.Y (1999)

M.S Human Resource Management 3.34 GPA B.S Organizational Management

Professional Experience

Cablevision System Corporation Bethpage/Jericho, N.Y Feb 1993 - Oct 2012

Quality Assurance/Research and Support Supervisor

BC Field Collections Team Leader

Billing and Collections Coordinator

Customer Relations Coordinator

Responsible for planning, developing, communicating and executing policies, programs and initiatives within Quality Assurance and Research support staff. Set effective priorities and implement decisions to achieve immediate and long-term objectives meeting operational deadlines.

Performed managerial administrative tasks through written and verbal communication. Strong relationship building, communication skills, project management experience and ability to negotiate and influence others.

Serve as a front-line contact with interpreting and communicating information to internal (employee) and external subscribers on various matters relating to employee benefits, discounted services ensuring compliance to corporate policies and procedures.

Proficient with Employee relations, recruitment, staff assessment, forecasting activities, training development, benefits, compensation and payroll. Conduct and critique interviews of department applicants.

Demonstrated knowledge in areas of employment law including FMLA, ADA, EOE, HIPPA, ERISA and other federal and state labor laws.

Perform assessment of reason for leave request, nature of illness/injury, expected duration of absence, request for accommodation and salary continuation. Track and monitor use of all leave time ensuring compliance with FMLA, Workers Compensation. Prepare ad-hoc, monthly and/or annual reports for Risk Management as needed.

New York State Thruway Authority - Yonkers/ Suffern, N.Y May 1998 - Present Part-Time Toll Collector NYC Division

Address customer inquiries regarding navigation, road/traffic conditions

Determine and collect toll revenue for vehicle types passing through toll barrier

Additional references will be furnished upon request

Contact this candidate