Customer Service Quality Assurance

OBJECTIVE

Mid-career level position with the ability to employ skills

in a positive environment.

Education

BSc. Information Technology-Databases 2007 (incomplete -

on hiatus)

Western Governor's University, UT

Associates in Arts

Excelsior Community College, Jamaica

Diploma in Applied Computer Studies

Jamaica Advanced Computer Systems, Jamaica

SKILLS

Document Processing/Imaging/Quality Assurance

. Converted documents and microfiche to electronic format

via imaging

. Manual and electronic quality assurance to 99.8%

accuracy

. Enhance and reproduce documents, manual and computerized

collation

Help Desk/Customer Support

. Troubleshoot proprietary software

. Append customer logs

. Log software anomalies

Quality Assurance/Customer Relations/Sales

. Outbound QA calls to new installs & troubleshoot cable

TV and Internet issues

. Order entry, work orders, sales

. Supervise 180+ Telesales Agents

Administrative/Clerical/Customer Service/Travel Agent

. Set up and maintain chronological filing system

. Utilize Microsoft Office plus other Windows-based

programs

. Answer incoming calls on multi-line phone system

. Accounts Payable using Peachtree software

. Calculate world fares and generate reservations

. Respond to balance inquiries

. Compile data for disputes/claims

. Offer and provide appropriate financial product

. Provide financial solutions

WORK EXPERIENCE

Writer, Dec 2012 - present

Independent

Banking Specialist I, Nov 2009 - Dec 2012

TD Bank

Help Desk Specialist, Sep 2008 - Apr 2009

Dominion Enterprises, West Springfield MA

Customer Service/Data Entry Associate temp, Jan 2008 - Aug

2008

Pitney Bowes, Springfield MA

Technical Support Consultant, Oct 2006 - Jan 2008

Rediker Software, Hamden MA

Customer QA/PT, Mar 2005 - Oct 2006

Charter Communications, Chicopee MA

Administrative Assistant/PT, Mar 2005 - Nov 2005

WGBY, Springfield MA

Administrative/Clerical per Diem temp, Dec 2004 - Mar 2005

United Personnel, Springfield MA

Account Executive, Feb 2004 - Jul 2004

ACM Technologies, South Hadley MA

Telesales Agent/Acting Supervisor, May 1995 - Oct 2003

Air Jamaica Ltd., Jamaica

National Commercial Bank, Montego Bay Jamaica

Bureau Cashier, Nov 1990 - July 1994

Jamaica Library Service, Montego Bay Jamaica

Library Assistant, Feb 1989 - Nov 1990

CERTIFICATIONS:

. CIW Certification - 2009

. A+ certification - 2010

REFERENCES

Available on request

Contact this candidate