Quality Assurance Manager
Resume:
Melissa K Smith
Corbin, KY 40701
m ********@*******.***
Objective
To obtain a position that will enable me to use my strong organizational skills,
quality assurance background, education and ability to work well with people.
Experience
Sept 2013 - P resent Serco-na
L ondon,KY
Quality Assurance (PCC)
• Background check complete
• Pa rticipate in daily team meetings regarding the overall product for
t he facility
• Pa rticipate in daily quality assurance audits
• P rovide feedback into the development of new audits.
Dec 2010 – Sept 2013 TeleSolv Consulting,
L LC Williamsburg, KY
Quality Assurance Evaluator
• Hold government clearance
• Participate in daily team meetings regarding the overall product for the
p roject
• Participate in daily quality assurance audits of the RDF in each area of the
facility
• Assist in problem solving, team projects, and special projects as requested
• Review final digitized product for accuracy
• Provide Corrective / Preventative Actions
• Completed on line courses related to auditing and quality assurance
• Experience in the following computer programs: Word, Excel, Access, Outlook
Sept 2006 – Dec 2010 CSC / Datatrac
W illiamsburg, KY
Q uality Control Clerk
• Held government clearance
• Participated in daily and weekly team and facili ty meetings
• Reviewed final digitized product for accuracy
• Provided Corrective / Preventative Actions as feedback to other departments
• Assisted in other departments within the facility to clear up backlog
• Assisted with creating ISO work instructions and helped in maintaining ISO
certification
• Successfully completed course in In ternal Quality Auditing
• Performed In ternal Audits
• Experienced in the following computer programs : Lotus, Word, Excel
Oct 2003 – Ma rch 2006 Pearson Government
Solutions Corbin, KY
Customer Service Specialist
• Answer incoming phone calls on behalf of client; provide accurate and
appropriate information to callers.
• Correctly completed call guides; gathered and verified all required
i nformation
• Attended telephone skills and program information t raining sessions;
demonstrated mastery of subject matter within specified t imeframes
• Closely adhered to contact center scheduling, ensuring adequate telephone
coverage during contact center hours of operation
• Assisted in specialist / supervisor calls
• Exhibited professional and positive behavior towards the project and
co-workers
• Held government clearance
June 2002 – Oct 2003 VanBar
A dvertising Corbin, KY
Administrative Assistant
• Maintained the account books and corporate books for the owners multiple
businesses
• Maintained all human resources information
• Maintained accounts payable and payroll
• Coordinated writ ten correspondence and phone communications for existing
customers and potential customers by linking them with appropriate
representative
• Experienced in the following computer programs: Word, Excel
July 2000 – June 2002 Little Lambs
P reschool Corbin, KY
P reschool Teacher
• Assisted with creating crafts and learning center for 3 year old class
• Instructed preschool aged children in activities designed to p romote their
social and academic development
• Responsible for the curriculum of 3 year old class
• Maintained CPR and fi rst- aid certifications
• Participated and completed t raining courses in Christian teaching principles
• Helped maintain state certification
• Participated in weekly inspections of facility to ensure compliance with state
May 1994 – Nov 1999 Combined I nsurance
Company Corbin, KY
Sales Manager
• Manager of a team of seven insurance sales agents
• Trainer in state of Kentucky for new agents
• Successfully completed state certification of insurance sales
• Door to door insurance sales and renewal of existing premiums of insurance
i n 18 county area
• Maintained daily, weekly, monthly, semi-annually, and annual records and
reports
• Held Grand Diamond award
• Participated in morning and weekly meetings
April 1993 – May 1994 Advantage
M ail H ickory, NC
Account Manager
• Direct mail advertising sales agent
• Designed layouts and developed new advertising flyers
• Sold advertising for mail inserts and collected accounts
• Covered area of 3 counties
• Maintained existing customer base and created new customer base
• Participated in weekly and monthly sales meetings
May 1990 – April 1993 Mental Health Services
West Cincinnati, OH
Case Manager
• Coordinated community services for mental health patients
• Followed patients from hospital to community services
• Assisted with the assessment and implementation of care planning
• L inked patient with community services and made home calls to assist
adjustment
• Followed patient care with psychiat rist visits and therapy appointments
• Maintained confidential progress reports on each contact and patient
Jan 1987 – May 1990 Depa r tment of Social Services
F lemingsburg, KY
Family Case Worker
• Provided preventive services of child protection, adult protection and juvenile
j ustice
• Investigated complaints of abuse/neglect of children, spouses and /or adults
• Assisted in court investigations for custody studies
• Testified at court hearings and monitored conditions set by the court
• Assisted in the placement of children or juveniles in adoptive/foster/family
care homes or juvenile facilities
• Made home visits, assessed the need for services and provided on-going
family-based services
• Maintained current and confidential case records
• Attended required state t raining and pass state certification
J une 1986 – Jan 1987
Comprehensive Care Corbin, KY
Alcohol / D r ug Abuse Counselor
• Counselor at an in-patient t reatment facili ty
• Assisted in the orientation of new patients
• Assisted in formulation of patient t reatment plans and discharge plans
• Conducted individual and group therapy sessions
• Completed t raining of alcohol and drug education
• In charge of dietary and exercise programs
• Maintained confidential daily records and progress reports
E ducation
July 1981 – May 1986 C umberland College
W illiamsburg, KY
BS Psychology
• Minor in non-teaching health
References
Available upon request
Contact this candidate