Customer Service Quality Assurance
Resume:
Christine Denson
Midland, Georgia, 31820, United States
**********@*****.***
PROFESSIONAL EXPERIENCE
CHRISTINE’S CLEANING SERVICE, Midland, Georgia, United States
Owner/Operator August 2008 Present
• Manage staff, preparing work schedules and assigning specific duties.
• Direct and coordinate organization's financial and budget activities to fund operations,
maximize investments, and increase efficiency.
• Determine staffing requirements, and interview, hire and train new employees, or oversee those
personnel processes.
• Determine goods and services to be sold, and set prices and credit terms, based on forecasts of
customer demand.
• Develop or implement product marketing strategies, including advertising campaigns or sales
promotions.
• Within six months of operation, Christine's Cleaning Service profits increased 30%
Customer Service Representative August 2008 Present
• Confer with customers by telephone or in person to provide information about products or
services, take or enter orders, cancel accounts, or obtain details of complaints.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints,
or comments, as well as actions taken.
• Check to ensure that appropriate changes were made to resolve customers' problems.
• Determine charges for services requested, collect deposits or payments, or arrange for billing.
• Solicit sales of new or additional services or products.
Denson Tax Service, Midland, Georgia, United States
Tax Preparer December 2011 Present
• Compute taxes owed or overpaid, using adding machines or personal computers, and complete
entries on forms, following tax form instructions and tax tables.
• Prepare or assist in preparing simple to complex tax returns for individuals or small businesses.
• Use all appropriate adjustments, deductions, and credits to keep clients' taxes to a minimum.
• Interview clients to obtain additional information on taxable income and deductible expenses
and allowances.
• Review financial records such as income statements and documentation of expenditures to
determine forms needed to prepare tax returns.
• Furnish taxpayers with sufficient information and advice to ensure correct tax form completion.
• Consult tax law handbooks or bulletins to determine procedures for preparation of atypical
returns.
• Calculate form preparation fees according to return complexity and processing time required.
• Check data input or verify totals on forms prepared by others to detect errors in arithmetic, data
entry, or procedures.
United States Postal Service, Columbus, Georgia, United States
Mail Clerk January 2008 November 2009
• Obtain signatures from recipients of registered or special delivery mail.
• Sort incoming and outgoing mail, according to type and destination, by hand or by operating
electronic mail sorting and scanning devices.
• Transport mail from one work station to another.
Bill Heard Chevrolet, Columbus, Georgia, United States
CRM Manager March 2006 August 2007
• Customer relationship management (CRM) is a model for managing a company’s interactions
with current and future customers. It provides a 360 degree view of customer data. It involves
using technology to organize, automate, and synchronize sales, marketing, customer service, and
technical support
• CRM systems for marketing track and measure campaigns over multiple channels, such as email,
search, social media, telephone and direct mail. These systems track clicks, responses, leads,
deals.
• CRMs can be used to create, assign and manage requests made by customers, such as call center
software which help direct customers to agents. CRM software can also be used to identify and
reward loyal customers.
Executive Assistant March 2007 August 2007
• Prepare invoices, reports, memos, letters, financial statements and other documents, using word
processing, spreadsheet, database, or presentation software.
• Answer phone calls and direct calls to appropriate parties or take messages.
• Greet visitors and determine whether they should be given access to specific individuals.
• Read and analyze incoming memos, submissions, and reports to determine their significance
and plan their distribution.
• Perform general office duties, such as ordering supplies, maintaining records management
database systems, and performing basic bookkeeping work.
• File and retrieve corporate documents, records, and reports.
• Open, sort, and distribute incoming correspondence, including faxes and email.
• Make travel arrangements for executives.
• Prepare responses to correspondence containing routine inquiries.
• Prepare agendas and make arrangements, such as coordinating catering for luncheons, for
committee, board, and other meetings.
• Coordinate and direct office services, such as records, departmental finances, budget
preparation, personnel issues, and housekeeping, to aid executives.
• Provide clerical support to other departments.
• Manage and maintain executives' schedules.
• Supervise and train other clerical staff and arrange for employee training by scheduling training
or organizing training material.
• Meet with individuals, special interest groups and others on behalf of executives, committees
and boards of directors.
United States Army, Boston, Massachusetts, United States
Bridge Crew Chief March 2000 November 2005
• Clean or prepare construction sites to eliminate possible hazards.
• Read plans, instructions, or specifications to determine work activities.
• Control traffic passing near, in, or around work zones.
• Signal equipment operators to facilitate alignment, movement, or adjustment of machinery,
equipment, or materials.
• Measure, mark, or record openings or distances to layout areas where construction work will be
performed.
• Load, unload, or identify building materials, machinery, or tools, distributing them to the
appropriate locations, according to project plans or specifications.
• Erect or dismantle scaffolding, shoring, braces, traffic barricades, ramps, or other temporary
structures.
• Lubricate, clean, or repair machinery, equipment, or tools.
Headquarters NCO August 2002 November 2005
• Prepare and review operational reports and schedules to ensure accuracy and efficiency.
• Set goals and deadlines for the department.
• Acquire, distribute and store supplies.
• Analyze internal processes and recommend and implement procedural or policy changes to
improve operations, such as supply changes or the disposal of records.
• Oversee the maintenance and repair of machinery, equipment, and electrical and mechanical
systems.
• Conduct classes to teach procedures to staff.
• Enforce safety and sanitation regulations.
• Confer with other supervisors to coordinate operations and activities within or between
departments.
• Plan and establish work schedules, assignments, and production sequences to meet production
goals.
• Inspect materials, products, or equipment to detect defects or malfunctions.
• Conduct employee training in equipment operations or work and safety procedures, or assign
employee training to experienced workers.
• Keep records of employees' attendance and hours worked.
• Confer with management or subordinates to resolve worker problems, complaints, or
grievances.
• Recommend or implement measures to motivate employees and to improve production
methods, equipment performance, product quality, or efficiency.
• Recommend or execute personnel actions, such as hiring’s, evaluations, and promotions.
EDUCATION
Lesley University, Cambridge, Massachusetts, United States
Completed coursework towards Early Childhood Education, December 1999
University of Phoenix, Columbus, Georgia, United States
Bachelor of Science in Business Management, October 2010
Additional Skills
• Veteran of the United States Army, having served two tours to Operation Iraqi Freedom and
received an Honorable Discharge from the Military
• Leadership and communication skills
• Staff training and development
• Quality assurance and conflict resolution specialist
• Proficient with Microsoft Office software, CRM software, ADP software
• Extremely organized
Contact this candidate