Customer Relationship Management/ Quality Assurance

CUSTOMER RELATIONASHIP MANAGEMENT / QUALITY ASSURANCE

Over 8 years of project management experience providing Customer Relationship Management, Quality Assurance, data set-up and table maintenance, meticulous testing, monitoring, and procedural documentation. Demonstrated success in managing full project lifecycles, which have resulted in substantial savings for my past employers. Supervisory and mentoring experience, in all jobs, developed and polished the following skills:

Communication and Teamwork: Developed excellent written and oral communication skills, to include technical writing and editing. Developed expertise in negotiating and mediation skills. Served as a mentor to new team members and provided technical training. Maintained confidentiality with company and client information, good judgment, and discretion in all areas of work.

Customer Service: Ensured accurate and successful customer transactions. Served as liaison to customer and internal organizations. Remained highly focused and results-oriented in supporting complex, deadline-driven tasks, trouble shooting, prioritized daily work flow. Learned how to balance tasks and prioritize in a fast paced work environment. Honed my skills in conflict resolution and escalating issues when needed.

Computer Skills and Data Entry: Developed proficiency in MS Office including in outlook, Excel, Word, PowerPoint, and internal system data set-up, table maintenance, data analysis, database scrubbing and Customer Service Requests (CSRs).

Files Management and Records Retention: Organized and maintained confidential and accurate paper and electronic files for easy retrieval for internal and external customers. Performed and audited financial customer table maintenance. Discarded aged information properly per company procedures and client contracts.

EXPERIENCE

2016-Current Insurance agent with Knights of Columbus. State licensed for Life, Health and Annuities.

2014 – 2016, Home Inspector. Certifications in AHIT, NAHI, INTER-NACHI for home inspections

Nov 2011- 2014, Team Lead for Hyatt & Leading Hotels of the World Team At Dell (T.A.C.S Department)

Manage accounts for Hyatt Full Service North America, Hyatt Select, Hyatt International, Hyatt Grand Vacations and Trust International Properties

Manage accounts for Trust International and TACS reseller, Leading Hotels of the World.

Travel Agency Banking Senior Lead

Developed Banking Procedures by country/currency, monitored currency exchange rates, validate compliance with agency contracts and banking forms

Met and exceeded SLA’s

Set-up and lead monthly customer calls

Trained team members on new and updated procedures

Resolving issues with agencies and hotels domestic and international

Coordinated new customer software implementations with development and operations teams

Quality Assurance. User acceptance Testing and user guides

Oct 2008- Nov 2011 Team Lead for the Hilton Account

Manager for the in-house 12 person Hilton account

Customer facing with Corporate and Franchisees, Domestic, Regional and International Sales Departments

Resolving issues with agencies and hotels domestic and international

Met and exceeded SLA’s

Quality Assurance. User acceptance Testing

Coordinated new customer software implementations with development and operations teams

Facilitating monthly on-site account meetings between Dell and Hilton

June 2003- Aug 2008 Geotech inspector, Burgess & Niple

Performed field work and Quality Assurance as a senior Engineering Technician for geotechnical engineers in all phases of land development/soils and concrete testing. Worked on 80 plus sites and was personally in charge of over a dozen projects from start to finish in the Virginia/Maryland/DC area. This job required me to submit daily and monthly reports, including deficiency reports and extensive picture and photocopied as-builds in daily reports. My duties included three main areas;

Lab Assistant- Classifying, identifying, and testing soils and concretes. Some tasks performed were Atterbug limits, Proctors, Sieve Analysis, Concrete/cylinder breaks, CBR’s, Prism breaks (grout/mortar), assisting in shear tests and Asphalt testing.

Field Engineering Inspector – Monitored and tested all phases of soil development including initial soil utilities placement, waste water and storm water management and placement, structural concrete placement, structural steel, writing detailed daily field reports, taking pictorial evidence and sketches of progress made on site, As-Builds, and dealing with contractors and clients in all aspects of site development. Managing testing teams as lead testing manager and training new team members in all testing techniques.

Investigative Soils Analyst– Assisted lead driller and geotechnical engineer in investigating subsurface soil conditions for initial geotechnical reports. Identifying and classifying encountered soils gave me intimate understanding and knowledge of soil conditions congruent to site development.

EDUCATION

2010-2013 Strayer University – 37 Credits toward Bachelors Degree in Business Admin.

CERTIFICATIONS

State Licensed in Life, Health and Annuities insurance

TECHNICAL SKILLS

Conflict Resolution

Process Flow

Microsoft office ( PowerPoint, excel, word, outlook)

Team Player

Project Management

Data analysis

Quality assurance and testing

Customer facing/ relations

Business analysis

Records retention

Independent/self-motivated

Presentation skills

Excellent Oral/Written communication

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