Customer Service Quality Assurance
Resume:
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SHANNON WOOTEN
OBJECTIVE
My goal is to apply my communication skills that I have learned in my past
jobs as a customer service representative to bring added value to the position.
WORK OF EXPERIENCE
Brock Services
Doffer Acetate Yarn Manufacturing
• Doffing a yarn spinning machine. Taking the full packages of yarn off and
putting new tubs on with the doffing can holding the ends of the yarn
while in this process and then hooking up the ends onto the new tub in a
timed process.
• Multi tasking in between doffing schedule to do side duties of printing
labels, cleaning yarn, restocking yarn trucks in the truck areas, loading
overlaps for next shift, cleaning machines. And maintaining a safe work
environment.
Wake County Human Services
Administrative Assistance
• Separate, distribute, prep, scan and index client information to the correct
location within the building and document management system. This
includes utilizing a number of informational systems including Prime,
NCfast, FIS, and EIS.
• Perform traditional mailroom duties such as processing and sorting mail,
distributing reports, and processing returned mail. Handle and maintain
confidential documents on a daily basis. Follow quality assurance
standards, prepare and maintain documents for storage and possible
retrieval. Join and separate documents within the document management
system.
Graceway Pharmaceuticals
Patient Assistance Program
Receive calls from health care providers requesting samples for their
office and collecting the information to either send a rep to the office or
send a form to receive sample by mail.
Handling confidential information and verifying of physician credentials
to enter the data into Visual Elk system to generate a pre printed form to
be faxed to the physician office.
Using SAP system to create accounts used for finance department that
contains the shipping information.
Follow company SOP’s and federal PDMA regulations in the process of
entering sample orders to be sent to the physician. Comply with GMP.
Packaging Associate
Assembly line in the distribution center of empting the contents of the
already packaged medicine and repackage it into smaller amounts with
the new box indicating the new amount contained. And to ensure the
correct number is counted for the package.
A.C.T. Advance Call Center Technology Boones Creek, Tennessee
Traffic Coordinator Working close with Supervisors as a Lead
representative.
Communicating and interacting between supervisors, operations
managers and the client to ensure reports were accurate and provided in a
timely manner.
Multi tasking and prioritizing daily objectives and following and assuring
department SOP’s are being followed.
Aid in the revision of SOP’s to meet operational needs.
Took escalated calls that agents were not able to resolve.
Watching call volume in symposium to ensure we meet company goals
and objectives. Communicate to mangers where we are for that interval,
to ensure we are staffed properly.
Scheduled agents in a manner to ensure phones were covered at all times.
Sales of bundle package of internet, telephone and dish network.
EDUCATION
1997 Sullivan East High School Bluff City, Tennessee
Graduate
Computer keyboarding
Office Technology I
Office Technology II
Desktop Publishing
Organizational Management Classes
SKILLS
Excellent keyboarding skills
Proficient with MS Windows products and Mainframe/Outlook, Word,
PowerPoint
People skills/excellent customer service skills
Oral communication skills and telephone etiquette
Leadership
Manufacturing and Distribution
Plant work
REFERENCES
Amy Dulaney
Senior Supply Chain Supervisor
Greg Bailey
Manager of Customer Relations
Diane Eaton
Alpha Natural Resources
Human Resources
Contact this candidate