Customer Service Quality Assurance

STEVEN JERMAINE HOLIDAY

**** ********* ****** ******* ****, Georgia 30349 ***********@*****.*** 706-***-**** (Cell)

QUALIFICATIONS SUMMARY

I am a results-oriented and hardworking professional proven ability to multitask efficiently, commit to team objectives, and

adapt to any role that needs immediate attention. Also, with demonstrated knowledge in Microsoft Office 2007, Visual Basic

Programming, Data and Discrete Structures, Operating Systems and Database Management. Effectively lead and motivate

team members while ensuring that quality standards are met.

EDUCATION

BS Computer Science – Albany State University – December 2011

EXPERIENCE

Airline Supervisor/Safety Coordinator, July 2012 - Present

QuickFlight (Silver Airways), Atlanta, GA

• Help, manage and develop station crew team members to make a differentiated and quality customer service

experience for passengers certain.

• Check everyday performance of the station so as to make sure customer service, precise and appropriate

implementation of all procedure and maintain the uppermost level of quality.

• Accountable for keeping all station facilities, tools and activities in compliance with appropriate Federal, State,

local and Airport regulations, policies and procedures and might need to turn out to know local business and civic

leaders and contribute in community activities.

• Assess and audit work processes to make adherence sure to process standards and evasion of exhausted company

resources.

• Demonstrate knowledge of government regulations, company policies and procedures including, but not limited to:

unsafe goods acceptance and treatment, proper aircraft loading, flight safety procedures, protection incident/hazard

reporting.

Shift Manager, Jan. 2011 – July 2012

McDonalds, 2012 Augusta, GA

• Train and coach production line employees using Powerpoint presentations and online resources

• Conduct employee performance reviews and developed an excel spreadsheet to track progress.

• Responsible for shift scheduling to include: work station assignments/rotations, employee training, employee

breaks, overtime assignment, back-up for absent employees, and shift rotations.

• Able to manage system installations, project management and efficiency enhancement.

• Able to coordinate training seminars and teach technology concepts to non-technological audiences.

• Manage personnel and organizational development such as recruiting, hiring, assessing and training

• Maintains accurate records and reports (financial, quality assurance, payroll, indicators).

Help Desk Analyst, Jan. 2008 – Dec. 2010

ASU IT Department, Albany, GA

Installed computers and provided technical assistance at different sites throughout the ASU campus

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Selected by supervisor to serve as Share Point Project Team Leader Organizer

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• Organize team/group advancement planning meetings for office events

• Created tasks used to monitor individual accountability, increase awareness, productivity, reduce

redundancy of work, and track task completions

• Analyze ideas from students prospective to develop a more efficient way communicate as well as e-

portfolios

• Developed system for creating Active Directory OIIT student worker accounts with elevated rights to

strengthen security, adhere to organization policy, and grant access to work related tools.

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