Customer Service Quality Control

WYLITTA KEEL

**** ** **** *****, ************, VA 23838

804-***-**** ***********@*****.***

Accomplished, detailed-oriented and analytical Operations professional interested in working as a Manager or Analyst.

QUALIFICATIONS

* Outstanding track record of progressively responsible leadership positions as a highly energetic and self-motivated Senior Expeditor for inbound logistics of a major electronics retail distributor.

* Strong leadership abilities as demonstrated by ensuring that all local Circuit City expeditors and new associates are properly trained.

* Articulate in comunicating and executing vital operation tasks to exceed business goals, increase productivity and enhance merchandise visibility.

* Proven ability to intensify achievements and accuracy towards overall company objectives.

* Proficient in Microsoft Office (Access/Excel/PowerPoint), Lotus Notes, AS400 and Podeal.

* Excellent organizational, multitasking, customer service and communication skills.

SELECTED ACCOMPLISHMENTS

* Maintained year-after-year success ratio for expedited products.

* Received numerous awards in 2006: “Associate of Distinction” and 3 “Exceeding Expectations”.

* Helped reduce transportation costs by consolidating product transfers between warehouses.

* Increased operation service levels towards merchandising groups by expediting merchandise flow to warehouses and stores.

* Reduced variability between advertised products by avoiding an out-of-stock condition.

* Aided in implementing an Internet-based scheduling system that increased product in-house visibility for corporate merchandise analysts and buyers.

* Ensured 100% success on “Black Friday”.

* Assisted in redesigning the Expeditor database.

PROFESSIONAL EXPERIENCE

BROWN GREER, Glen Allen VA

Claims Reviewer 2011- 2013

* Review claims submissions and apply completeness criteria to determine completeness of

required documentation.

* Review financial and/or medical records and apply complex methodology in order to

value claims.

* Review claims in order to provide information to the client and other counsel outside the

Firm..

* Perform regular quality control of client databases through secondary review of claims

information.

* May include preparation of correspondence to communicate benefit determinations.

* Data enter claims information in order to generate correspondence and reports related to

status of claims submissions.

ACCOUNTS TEMPS, Richmond VA

Data Analyst / Performance Food Group (2010 – 2011)

* Adhoc projects

* Research and analyze data in catalog.

* Process change request

* Link parent/child items

* Create spreadsheets

* Input catalog descriptions changes

CIRCUIT CITY STORES, INC., Richmond, VA

Inventory/ Builder Specialist – firedog (2007– 2009)

* Sourcing and delivery of all New market phones, computers, office equipment and furniture

* Maintain Order and Expenditures Tracking

* Source, process and track all tools, Uniforms, Consumables and Equipment for each Broadband

* Timely and accurate Order Processing, Tracking and Reporting

* Updating Call Center Agents with any new procedural changes

* Monitor payments received from Builders

* Develop and implement new procedures that will help increase profitability (creating instructional manuals)

Senior Expeditor – Inbound Logistics (2005 – 2007)

* Perform all training for local expeditors and new associates. Ensure that all work is completed in a timely manner.

* Schedule monthly meetings to discuss future advertisements and respond to employee issues.

* In charge of guaranteeing backup expeditors for emergency situations.

* Monitor and report carrier scheduling request protocols.

* Evaluate logistical issues and report non-compliances to management.

* Setup, facilitate and document bi-weekly Inventory Analyst meetings.

Logistics Expeditor – Inbound Logistics (2003 – 2005)

* Monitored operation service levels of merchandising groups.

* Evaluated transportation costs incurred between warehouse locations.

* Ensured that prompt and accurate product deliveries were made to appropriate locations.

CIRCUIT CITY STORES, INC.

Centralized Scheduler – Inbound Logistics (2001 – 2003)

* Coordinated receiving schedule with warehouse activities to ensure consistent workflow.

* Accountable for negotiating carrier delivery needs with warehouse receiving schedules.

Inventory Assistant – Merchandising (1999 – 2001)

* Ordered product processing including placing and changing purchase orders in Podeal.

* Worked with expeditors on products that would appear in future advertisements.

* Met with Control Buyers monthly to ensure efficient and on-time deliveries.

* Trained task force personnel.

CAPITAL ONE BANKING CENTER, Glen Allen, VA 1995 – 1999

Financial Assistant

* Reconciled and settled all customers’ financial accounts.

* Investigated, analyzed and identified information that was subject to keying errors.

ADDITIONAL EXPERIENCE

JUDITH FOX/SIGNET BANK, Richmond, VA

Data Entry Operator, 1994 – 1995

CRESTAR BANK, Richmond, VA

Proof Operator II, 1993 – 1994

UNITED JERSEY BANK (SUMMIT BANK), Ridgefield Park, NJ

Financial Coordinator, 1991 - 1993

EDUCATION

BRYANT & STRATTON UNIVERSITY, VA

Associate Degree in Business Administration

Additional Training: Certificate, Career Managing & Certificate, Presentation Skills Workshop

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