Customer Service Quality Assurance
Resume:
Princess D. Sallie
Jacksonville, FL 32257
********.*.******@*****.***
PROFESSIONAL SUMMARY
•20+ years in the customer service industry
•12 years in the manufacturing industry
•8 years in the shipping industry
•4 years supervising a team of 12 associates
•2 years training new associates
QUALIFICATIONS
•Data Card embossing and Bell & Howell insertion equipment
•Office shipping and receiving procedures
•Card Production, Quality Assurance
•Microsoft office software
•Supervisor Experience, Training and Mentoring,
•Team Reorganization
•Project Coordination, High Volume Shipping and Shipping Coordination
•Product Testing, Creation and Maintaining Various Documents and Reports
PROFESSIONAL EXPERIENCE
Advantage Sales and Marketing February 2013 – Present
Event Specialist
•Conduct product demonstration events
•Provide sample products to consumers
•Engage consumers by creating brand awareness and enthusiasm
•Dynamically and aggressively sell products to consumers
Citigroup - Jacksonville, FL November 2008 –May 2011
Card Production Trainer
•Trained new associates to operate the Datacard card embossing machines.
•Assisted machine operators with production issues.
•Conducted testing on new credit card products such as photo cards and cards with computer chips.
•Conducted testing on a new production tracking system.
•Completed end of shift production reports.
•Balanced and properly produced cards with the highest standards of quality. .
•Maintained a production level of over 4,000 plastics a day.
Citigroup - Jacksonville, FL June 2000 - November 2008
Operations Assistant/ Special Request Associate
•Supervised a team of 12 associates.
•Monitored daily functions and assigned tasks to associates when necessary.
•Explained tasks, and assisted in the solution of problems.
•Managed production reports for accuracy and production rate.
•Managed customer service level agreements.
•Assisted in the creation of a database that measured the team’s productivity
•Increased the Special Request team’s productivity by 30%.
•Coordinated vendor support for the delivery of approximately 7,000 priority packages daily.
•Responded to inquiries from internal departments.
•Responded to an average of 600 customer inquiries a month.
•Provided customers with product and service information.
•Followed up on customer calls for unresolved customer issues.
•Processed up to 4000 express and 1500 international orders daily
•Maintained knowledge of over 150 product lines.
•Completed daily reports using Microsoft Office products.
EDUCATION
University of Phoenix, Jacksonville FL – Bachelors in Business Management - ongoing
Richmond Hill High School, Queens, NY - High School Diploma
LICENSES
Florida 214 Insurance license for Life insurance and Variable Annuity
Florida 240 Health Insurance License
Contact this candidate