Quality Assurance Customer Service
Resume:
RaInda Green
Gaithersburg, MD, 20877
240-***-**** cell
**************@*****.***
OBJECTIVE: To obtain a responsible and challenging position within a reputable company where my strong communication and administrative office skills will be used to contribute to the company’s success.
STRENGTHS: Ability to remain neutral and professional in high pressure and fast-paced environments, strong organizational and interpersonal skills, team player and ability to work independently, able to multitask effectively, strong oral and written skills, detail-oriented and resourceful in completing projects, keen listening skills, able to quickly grasp new concepts and adapt to new environments, highly trustworthy, ethical and discreet.
PROFESSIONAL SKILLS: Microsoft Word, Excel, Access, and Outlook, Final Cut Pro X, Blaise, WinCATI: (Auto-dial Telephone Software), Prism (CRM), SendGrid; GoToMeeting; SugarOnDemand CRM, Chargify Billing System, Clarity, Data Entry, Typing -60wpm, Internet Research, Telephone Reception, Faxing, Filing, Organizing/Sorting
PROFESSIONAL EXPERIENCE:
Customer Support Center Representative – Membership Enrollment/Billing
Marketing and Communications Assistant
MRIS/RBI –Ultimate Staffing, Rockville, MD March-2012-Present
* Transitioned from MRIS Support Center Representative to Marketing/Communications Assistant for RBI, an MRIS subsidiary -I have had the opportunity to contribute my administrative skills to include: data entry, creating and sending brochures and newsletters to over 30,000 customers, scheduling and maintaining webinars schedules, providing customer service via telephone and email, processing payments and upgrading customer accounts, product sales record keeping and reporting, and training and marketing analysis reporting
* Independently working in MRIS studio once a month to record and edit 9 “Market Watch” videos using Final Cut Pro X
* Membership enrollments, review/research customer accounts to assist with account reinstatements, setting up auto-payments, billing cycles and outstanding balances
* Answer telephone inquiries, listening and probing when applicable to ensure caller’s needs are accurately addressed
* Help customers identify and register for relevant training courses
* Effectively communicate products and services offered to MRIS customers
Research Assistant/Telephone Interviewer
Westat –Sparks HR Staffing, Rockville, MD March 2010-May 2011
* Data collection via telephone interviewing, fax and email
* Developed/maintained positive ongoing relationships with study participants; demonstrated the ability to gain respondent's trust and participation
* Satisfied respondent needs/ concerns by ensuring prompt, timely follow-up as necessary and/or requested
* Assisted with the identification of respondent cases requiring data retrieval
* Assisted with project specific data analysis and reporting to include: data entry, proofreading, editing, populating excel tables using table generator (TabGen) software
* Provided any other administrative support as requested (filing, sorting, etc.)
Research Assistant/Telephone Interviewer
Reda International, Wheaton, MD January 2008-February 2009
* Conducted customer quality assurance calls and telephone interviews for government contracted studies (DoD studies)
* Earned full responsibility of project specific tasks such as monitoring timeline of evaluation activities, management of study participant records, data collection and database entry
* Assisted with preliminary data reporting and verification
* Provided receptionist support when necessary
Assistant Supervisor/Telephone Interviewer
Social and Scientific Systems (formerly CODA Research)
Silver Spring, MD August 2002-July 2007
* Assisted with the supervision of 35 telephone interviewers
* Monitored and evaluated telephone interviewer performance
* Conducted telephone interviews and customer quality assurance calls for government contracted studies (NIH, NIA, etc.) using BLAISE computer software
* Conducted hard copy telephone interviewing from work and home office
* Assisted with testing of newly implemented survey structures
* Coding and data entry
* Mail-out surveys and data collection
* Strong persuasive skills with proven ability to excel on refusal conversions
* Gained full responsibility for handling trouble cases due to my demonstrated ability to successful convert refusal cases
* Trained interviewers on strategic ways to handle refusal conversions
* Conducted telephone screeners for prospective employees
* Assisted with project specific training for new hires
* Internet research/tracing
Administrative Assistant
On-Target Communications, Fire Fighter Combat Challenge
Burtonsville, MD 2001-2002
* Office tasks such as answering phones, filing, typing, office memos, internet research, faxing and email correspondence
* Travel arrangements/room blocking for staff and event participants
* Prepared event material (gift bags, pamphlets, etc.)
Team Manager (temporary assignment)
In-touch Marketing, College Park, MD 2000-2001
* Managed team of nine
* Prepared daily logs and sales routes for associates
* Logged and assigned work shifts/hours
* Assisted with timesheet collection/charged time verification
* Conducted verification calls when associates landed sales
Receptionist
Ingenium Corporation, Upper Marlboro, MD 1998-2000
* Answered multi-line phone system and properly routed inner-office calls
* Greeted clients in professional and courteous manner
* Faxing, emailing, internet research
* Maintained order of front office and stock room/Inventory
EDUCATION
Future Media Concepts – Final Cut Pro X 101- 2013
Weichert School of Real Estate –State of MD Sales Associate -2009
PG Community College -1999
Northwestern Senior High School, Hyattsville, MD
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