Customer Service Quality Assurance
Resume:
K R IST IE ANN A. VERZO
*** ***** ******** * * ive Apt 307
Los Angeles, CA 90020
Mobile #: 562-***-****
Email: T ***********@*****.***
WORK EXPER IENCE:
April 2012 – Present ALL CARE HO ME HEALTH
Glendale, California
Administrative Assistant/Marketing
• Receptionist
o Making sure that all calls are responded patiently,
k nowledgeably and with tact.
o Making sure that telephone messages are recorded
accurately and forwarded to the correct personnel.
o Making sure that all calls are prioritized according to
u rgency
• Human Resources
o Tracks system for identifying impending expiration of
personnel documents
o Making sure that Personnel Files are current at all
t imes and maintained in agency format
o In charge of initial application and screening for RNs,
L VNs and CHHAs
o Coordinates with contractors regarding personnel files
• CUSTOMER SERV ICE
o Conducts satisfaction survey to ensure and maintain
quality of the services provided by the company
• OASIS
o Follow up and Making sure that all OASIS are
submitted within t imely manner
• PLAN OF TREAT MENT AND P HYSIC IANS I N TER I M
O RDERS
o Making sure that all Plan of Care are signed by MD on
t imely manner
o Batching of Plan of Care and Physicians Interim Order
using the system
• ROUTE SHEETS
o Summarize all Route Sheets for payroll purpose on a
t imely basis
o Making sure that all field nurse will submit notes on a
t imely manner
• MARKET I NG
o Visit accounts and maintain a good relationship with
contacts at skilled nursing rehabili tation centers
o Making sure to updates referral source about patients
r eferred
• Meets deadlines for special projects assigned by
A dministrators and DPCS
J une 2008 - April 2012 ADVANCE SPECIALTY CARE (SEREN I TY HO MECARE)
Los Angeles, California
Di rector of Marketing
• Oversees and maintain major accounts of the company.
• Provides and monitors customers with their medical care needs
and ensures consistent satisfactory service as indicated and
agreed on their contracts with the company.
• Interviews, hire and t rain new marketing department
employees.
• E nsures that the company meets monthly production/quota.
o Oversees and monitors marketing team’s monthly
p roduction/quota.
• Process assessments with patient and family for health care
p lan
o Determine plan of care
Match patient’s needs against personality/skill of
caregiver
Discuss services provided by company including
r ates, liability insurance etc...
• Int roduce caregivers to customers and facilitate interviews in
order to match customer’s requirements for health care.
• Coordinates t raining of caregivers with the customers in
hospitals/skilled nursing rehabilitation centers.
• Drafts and executes contract indicating details of health care
w ith customer.
• Attends in-service meetings and “mixers” held at hospitals/
skilled nursing facilit ies.
• Conducts satisfaction survey to ensure and maintain quality of
t he services provided by the company 24 hours after admission.
October 2006 – June 2008 ARA COLLECT ION CORPORAT ION
G ardena, California
L ead Customer Service Specialist
• Oversees customer service department performance and
r eports progress and issues directly to the COO/CEO
• Process order entry:
o Receives orders from Sales department and process
details as they are entered in the production system.
o Coordinates changes and special instructions for orders
w ith sales/ production manager.
o Assists walk in customers with queries and orders.
• Customer Service:
o Ensures consistent quality service is provided to each of
t he company’s regular and major accounts.
o Handles phone calls and assists customers with their
r equests and queries regarding the company’s products
and services.
Provides product details (i.e catalogs, samples
etc…)
o Does call outs to customers to follow up requirements to
p rocess their orders.
o Follow through order fulfillment with production
manager to ensure t iming/quality of products at the
t ime of delivery.
o Updates customers with the company’s new product
l ines and offerings, including seasonal sale events and
exhibits.
• Training
o Provides/conducts proper t raining for new hires in order
for them to efficiently do their respective jobs.
March 2005- October 2006 FEDERAL EXPRESS/ AIRFRE IG H T 2000
M anila, Philippines
Senior Quality Assurance Engineer/Analyst
• Conducts analysis of both inbound and outbound airway bills and
p roduces a weekly report to be submit ted during
I nternational/Domestic operational meetings.
• Facilitates In ternational and Domestic operational meetings.
o Discuss daily operational challenges and come up with
action items in order to correct/improve challenges for a
more efficient operation f low.
• Oversees and monitor the quality assurance department’s
performance.
• Checks and review the department’s performance reports in
p reparation for the regular department heads meeting.
• Responsible for providing information and reports to higher
m anagement regarding operational performance of the
department.
E DUCAT ION:
JUNE 1998- JANUARY 2003 MAPUA I NST I TUTE OF TECHNOLOGY (M I T OF
T HE PH I L I P I NES)
I nt ramuros, Manila Philippines
Bachelor of Science, Major in Industrial Engineering.
SEM I NARS/TRA IN I NGS ATTENDED:
MARCH 2005 BASIC COSMOS (FED EX SYSTEM) TRAIN ING
PERSONAL BACKGROUND
F luent in English and Filipino. Knowledgeable in Microsoft Office. In terests: Physical
f itness, music and fashion. Responsible, organized, f lexible, patient, hard working and
committed.
REFERENCES: Available upon request.
Contact this candidate