Customer Service Quality Assurance

MARIA BACIERTO

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

Address: ***** ******** ******

City: Valencia

State: CA

Zip: 91355

Country: USA

Phone: 818-***-****

Skill Level: Experienced

Salary Range: $30,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

MARIA BACIERTO 27003 Monterey Ave. Valencia CA 91355

661-***-**** / 818-***-**** **********@********.***

SUMMARY

With over 13 years of experience in the customer service field and

28 months of Quality Assurance Technician team lead. I am reliable

and efficient with good business conduct and ethics. Possess

excellent leadership skills with the ability to motivate and boost

morale. I have strong problem solving and analytical skills.

Accustomed to accepting responsibility, delegating authority and

capable of working with people at all levels. Led and conributed to

many team projects requiring efficiency and timely completion. Have

open mind to new ideas and positive change. I take the initiative to

resolve problems and have ability to respond to difficult situations.

Get the job done especially under extreme deadlines and heavy

workloads. Team player but can also work alone on projects or task

when necessary.

EXPERIENCE

6/96 - 10/2012 Pitney Bowes Management Services - Los Angeles, CA

Customer Service / QA Technician team lead: Provide internal

customer service for the entire company (client) by responding to

telephone,written, and in person inquiries regarding department's

capabilities. Resolve problems by educating customers on the best

use of department services. Research outside shipping vendors for

quality of service and cost efficiency. Primary backup for

Administrative Support. Establish and update internal company

distribution lists. Built primary Customer Service role by implementing

knowledge gained through experience and training. Preserve integrity

of customer service by continually updating data to ensure customer

satisfaction. Participate in product design reviews to provide input on

functional requirements,schedules, product designs or potential

problems. Review software documentation to ensure technical

accuracy, compliance or completeness or to mitigate risks. Plan test

schedules or strategies in accordance with project scope or delivery

dates. Develop testing programs that address areas such as

database impacts,software scenarios,regression testing, negative

testing, error or bug retests or usability. Document software defects,

using a bug tracking system, and report defects to software

developers. Develop or specify standards, methods or procedures

to determine product quality or release readiness. Monitor program

performance to ensure efficient and problem free operations. Install

and configure recreations of software production environments to

allow testing of software performance. Provide technical support

during software installation or configuration. Perform initial debugging

procedures by reviewing configuration files, logs or code pieces to

to determine breakdown source. Provide feedback and

recommendations to developers on software usability and functionality.

CLASSES TRAINING

MQC Certified. Total Quality Management, Handling Conflicts, Stress

Management, Excel, PowerPoint, Word Access.

EDUCATION:

U.S. Career Institute - Medical Claims & Billing

College of the Canyon, Valencia CA - Medical Billing & Coder

Far Eastern University, Manila Philippines - Civil Engineer

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