Customer Service Quality Control

BrianService Supervisor

Shaw

Customer

*** ****** ** - ********, ** 02351

***********@*******.*** - 781-***-****

WORK EXPERIENCE

Customer Service Supervisor

United States Postal Service - Boston, MA - April 2005 to Present

Coordinate, assign and review the work of letter carriers, clerks and mail handlers engaged in the

processing, sorting, and delivery of mail and parcels. Identify areas of potential downtime and capture work

hours to reduce overtime. Establish work schedules maintain timekeeping records and manage payroll.

Conduct attendance reviews to regulate unsatisfactory performance; issue corrective action when necessary.

Work together with the National Association of Letter Carriers (NALC) and The American Postal Workers

Union (APWU) to resolve employee grievances before they are escalated to arbitration. Resolve customer

issues regarding mail and parcel delivery.

Scanner Operator

Blue Cross Blue Shield MA - Quincy, MA - September 2001 to March 2005

Processed health insurance claim forms using a Kodak Document Scanner. Verified that all claim information

was captured correctly by analyzing the scanned document using an imaging software. Ensured HIPAA

compliance by being aware of privacy policies and regulations. Keyed data from fields of health insurance

claims into company's database with high accuracy while adhering to minimum quotas and quality control

expectations. Provided subscribers with exemplary customer service while addressing their incoming calls to

the Member Services Hotline.

EDUCATION

Computer Science

Quincy College - Quincy, MA

2007 to 2009

SKILLS

Multiple years as a customer service supervisor. Proven leadership qualities with strong project management

skills and the ability to both manage and work with a team. Exceptional communicator as well as an effective

listener that is organized, confident has a positive attitude.

ADDITIONAL INFORMATION

Application Suites:

Microsoft Office - Word, Visio, Excel, Access, PowerPoint, OneNote, Outlook.

Adobe Creative Suite - Acrobat XL Pro, Audition, Bridge, Photoshop, Dreamweaver, Illustrator.

Operating Systems:

Windows, Linux, Unix, Ubuntu, openSUSE, Fedora, Solaris, Android, iOS,

Windows Phone.

Web Design:

HTML, Flash, CSS, MySQL, PHP, Javascript, Search Engine Optimization, Web

Server Management.

Cloud Computing:

Google Drive, Microsoft SkyDrive, Dropbox, Box.com, SpiderOak.

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