Customer Service Quality Assurance

Charea R. Bryson

**** ****** *****

Stockbridge, Georgia 30281

Tel: 678-***-**** / Email: ************@*****.***

Ms. Bryson is a committed and motivated administrative professional with experience supporting multiple

senior executives and working in a team environment. Great with numbers, this candidate is experienced

in working with Microsoft Office, building PowerPoint presentations, SAP Financials, and types over 70

wpm, with 12,000 k.s. Ms. Bryson pays attention to detail, and amazing ability to multitask small

administrative tasks and larger strategic projects. With strong leadership skills she m anages all office

operations, and supervises administrative support teams well. Ms. Bryson works extremely well under

pressure and tight deadlines.

SUMMARY OF QUALIFICATIONS

Combined multi experience of administration, training, and data entry.

Social media and website design.

Microsoft, SAP, avaya, adobe, photoshop and various other software and financial applications.

Types 70 W.P.M; 10000 K.S.

Computer literate (Microsoft Office 2010, Windows XP/7, Outlook).

Proven administrator and project manager, with exceptional time management.

Innovative trainer/coach provides incentives and utilizes metrics.

Extraordinary oral and written communication skills.

EXPERIENCE

Administrative Assist/Customer Service

Linde Gas Group, May 2013 – Present

Billing/reconciliation, customer service, account maintenance and order input and adjustments.

Places orders, logs and notes all calls, enters telequery (emails) for account resolutions.

Interacts with center operations, customers (hospitals and home cares), and patients; collects

payments.

Special projects, reporting, invoicing, correspondence,

Handles special handing projects for management, assists in in-house collections for high profile

clients that are severely past due.

Executive Administrator

Changing the CD, Sept. 2009 – Mar. 2012

Researched grants and marketing opportunities for nonprofit organizations. Provided

administrative support to the Founder & CEO.

Managed office operations for two business office locations. Supervised administrative assistants,

receptionist and interns.

Daily operations: administration, billing, HR policies, payroll and quarterly tax preparations,

controls accounts payable and receivable, financial reports, contract reviews and invoicing. Types

(75wpm), filing, emailing, faxing, and proofing.

Quality Assurance: Manually tested applications, documented activity, Analyze and create test

plans and scripts, ensured no defects.

Managed office operations for office. Supervised administrative assistants and receptionist.

Prepared PowerPoint presentations and marketing proposals according to specific client needs.

Hires and trains personnel in administration and customer service, develops training manuals,

resource guides and organizes meetings.

Facilitated web designs, graphic designs and marketing strategies.

Drafts legal documents and organizational correspondence, develops power point presentations,

spreadsheets.

Arranges travel and manages expense account and recovery.

Production of annual fund mailings, newsletters, and the logistics surrounding fundraising events.

Administrative Assistant (Logistics supervisor)

NCR, Jul. 2009 – Aug. 2012

Heavy office (computer/phone) and customer service work; utilized 10 software applications

simultaneously, efficiently without error.

Proactively managed calls to assure service delivery velocity needed in network environment

and provided NCR’s multinational customers with efficient and responsive service delivery for their

international sites.

Initiated vendor dispatch, managed call routing and escalations, responded and tracked all daily

customer email, coordinated multiple vendors; domestically and internationa0lly, ordered all parts

needed for repair, and provided service vendor performance reporting.

Linked the escalation task with incident problem records, identified suitable service provider

contacts, and finding the appropriate customer management services qualified for the task.

Initiated hierarchical escalation process as per the incident management process, included

senior authorities and asking for their support, if the need arises.

Quality Assurance: perform audits and coaching sessions, develop test cases, report software

defects, assist with developing test plans.

Administrative /Billing

Thomson Reuters, Oct. 2008 - Mar. 2009

Daily billing and technical support via call center 50+ calls and 50 emails simultaneously.

Account maintenance (AR), invoice adjustments, contractual reviews, research, and tax

adjustments/exemption via data entry.

Researched payments, transfers, un-cashed checks; tracked misplaced funds, reviewed

invoice/contract discrepancies and resolved.

Executed all accountability measures, along with troubleshooting and diagnostics resolution.

Office Assistant/Administration

3PDelivery, Oct. 2007 - Oct. 2008

All office functions, reporting, database maintenance, and switchboard.

Customer service for 23 Lowes stores; 60 drivers and delivery customers.

Data entry (12000 K.S.) preparing manifest (routing) for drivers (schedule of deliveries).

Coordinated reports; payroll, schedules, toll reimbursements, expense maintenance.

Implemented strong troubleshooting, internet research, cross referencing and development of

company memorandum and reports.

Assisted with payroll, and time management of employees

Administrative Assistant

Consumer Credit Counseling Service, 09/2003 – 08/2007

Supervised 26 employees.

Quality Assurance, conducted random audits, test applications, report software defects in

tracking, works with developers to resolve issues.

Troubleshoot escalated calls; resolved irate conflicts as needed. Maintained 100% escalation

free.

Manufactured, researched weekly, monthly and annual reports for five executives.

EDUCATION

University of Phoenix Associates in Psychology, Family and Children Transferred

Columbia College Bachelor’s in Psychology, Human Services Dec. 2014

References

Linde Life Gas

6600 Peachtree-Dunwoody Road, Bldg 400, Suite 300

Atlanta, GA 30328

Manager: Andrea Russell – 404-***-****

Contracted through:

Axiom Staffing

1155 Mount Vernon Road

Atlanta, GA 30328

Contact: Sarah Malke – 770-***-****

Changing the CD (no longer in business)

236 Upper Riverdale Road

Jonesboro, GA 30236

Owner: Patricia Zimmerman – 678-***-****

NCR

200 Highway 74 South

Peachtree City, GA 30269

Supervisors – Emma Brown – 770-***-****

Jewel Ancrum – 770-***-****

Thomson Reuters

195 Broadway

New York, NY 10001

Manager Denise Elizee - 646-***-****

Contracted through:

Creative Financial Staffing

Contact – Jaide Fried Massey – 212-***-****

3P Delivery

South Avenue

Staten Island, NY 10312

Manager: Jessica Miglino – 917-***-****

Consumer Credit Counseling Service

100 Edgewood Avenue

Atlanta, GA 30303

Manager Deborah Cole – 800-***-****

Josie Smiley – 800-***-****

Contact this candidate