Customer Service Quality Assurance

CATHY MOSS

**** ********** *****, ******** *****, VA 23452

PHONE: 757-***-**** E-MAIL: ********@***.***

OBJECTIVE

To gain a challenging position within the computer or finance industry that allows opportunities

for growth and utilizes both my technical and professional skills.

EDUCATION & TRAINING

Old Dominion University, Norfolk, VA

Bachelor of Science in Business Administration GPA 3.46 (2014)

Major: Information Systems and Technology, Network Engineering

The Association for Financial Counseling and Planning Education, Virginia Beach, VA

Accredited Financial Counselor (2011 - Present)

Tidewater Community College Virginia Beach, VA

Associate of Science in Business Administration GPA 3.5 (2006)

US Army Ft. Monroe, VA

Certificate Primary Leadership Development (1997)

PROFESSIONAL EXPREIENCE

Security Clearance: Held a Top Secret Security Clearance while in the United States Army.

Programmer (1998 -2002, 2004-2008) Issues & Answers, Virginia Beach, VA

• Programmed and tested hundreds of phone (WinQuery) and internet (HTML) questionnaires.

• Manipulated data base files containing over 60,000 records and created reports.

• Provided on-call (help-desk) assistance for four satellite offices.

• Flawlessly performed administrative duties for Project Management Department which

included data entry, quality assurance, and phone calls.

Customer Service Representative (2003-2004) Marriott Federal Credit Union, Bethesda, MD

• Successfully completed ten courses in government financial regulations.

• Processed, printed, mailed checks and other paperwork for customers.

• Set-up various type of accounts, (savings, checking, money market, etc.), set-up automatic

deposits and withdrawals from customer accounts and issued debit cards.

• Analyzed customer’s financial situation(s) and made account suggestion(s) accordingly.

Telecommunications Supervisor (1992-1997) US Army, Augsburg, GE and Ft Monroe, VA

• Installed, operated, conducted troubleshooting, and performed unit maintenance on manual

and automated telecommunications equipment that links mainframes, mini and

microcomputers to networks; various topologies (Network Administration).

• Delivered classified and unclassified materials to over 40 departments.

• Wrote Standard of Operating Procedures (handling of classified materials and equipment) for

the office.

• Managed office funds used to purchase items for outbound soldiers.

• Provided on-call (help-desk) assistance for three military installations.

• Supervised second shift without any security breaches.

• Organized and managed physical training for all personnel in my department.

VOLUNTEER EXPERIENCE

Caseworker (2011-2012) Navy Marine Corps Relief Society, Virginia Beach, VA

• Answered a multi-line phone and scheduled counseling appointments.

• Correctly followed NMCRS regulations for issuing loans and checks to military personnel.

• Solved discrepancies with military personnel’s LES (paystubs), through vigorous research

processes.

• Prepared budgets, issued checks, processed allotments for clients daily.

• Suggested resources daily to military personnel via phone and in person.

Assistant Treasurer (2004-2008) New Beginnings Christian Ministries, Norfolk, VA

• Worked closely with the Treasurer to organize the Accounting Department for a recently

established church.

• Handled all forms and maintained a budget for a church conference with over 300 guests.

• Generated weekly financial reports, counted money, paid bills and did deposits.

• Performed monthly audits using PowerChurch, accounting software.

• Entered transactions in appropriate general ledger account and department.

• Assisted Treasurer with preparing taxes for paid employees.

• Generated end of year financial statements for all contributors.

AFFILIATIONS

A member of Phi Theta Kappa/Honor Society, listed on Tidewater Community College and Old

Dominion University’s Dean’s List.

COURSE WORK EXPERIENCE

C++ Programming and Applications Networking Oracle SQL

Accounting Information Systems Java HTML Visual Basic

Systems Analysis/Modeling Systems Design/Implementation

Web-based Applications Microsoft Office Project

Database Administration Computer Architecture

• On a team of six that designed and implemented a database for a mock 500 employee

company. Presented the business case for the database and performed several queries/reports

for demonstration.

PROFESSIONAL EXPERIENCE

Microsoft Windows Office Suite (Word, Excel, Access, Publisher and PowerPoint)

Outlook Express PowerChurch (Accounting Software) Lotus

FoxPro SPSS dBase HTML UNIX

WinQuery Multi-Edit Uncle Windows XP, 7 MS DOS

Print Shop Adobe

PC Hardware, printers, faxes, copiers, scanners

References available upon request.

Contact this candidate