Customer Service Quality Assurance

Graig Dutton

**** ******* ***

Sacramento, Ca. **822

Phone: 916-***-****

Email: ***********@***.***

Employment Objective: To obtain a Customer Service position in an active, engaging environment.

Highlights of Qualifications

● Exceptional customer service.

● Positive, effective communication skills.

● Experienced manager/trainer in fast paced, high volume environment.

● Strong work ethic, dependable and professional appearance.

● Organized and meets deadlines.

● Computer skills: Excel, Word, Access, database experience.

Relevant Experience

● Customer Relations (as Manager at Java City and Server at Numero Uno)

■ Provide prompt, courteous service in a high volume environment while working in

close quarters with others.

■ Handle customer issues/complaints in a positive, tactful manner.

● Service Management (as Manager at Java City and Switcher at FedEx Ground)

■ Floor Running: supervising and directing multiple employees to take breaks, to

maximize customer satisfaction, staff productivity, and workplace cleanliness.

■ Mediate employee conflicts and work towards building more positive and

effective levels of communication in the workplace.

■ Accurate cost control measures: labor costs, inventory controls, minimizing

contract and equipment service costs, waste management, updating of cost/profit

worksheets.

■ Event planning: customer care, logistics, staffing, maintaining calendar and event

paperwork.

■ Staffing: hiring, scheduling, training, motivating, and appropriate disciplinary

measures in accordance with company policies.

■ Quality Assurance: training staff to adhere to company Quality Assurance

standards and to follow Health Dept. policies.

● Clerical Duties

■ Process incoming calls from vendors, customers, and potential catering

customers.

■ Maintain and update office documents, staff documents and invoices.

■ Daily use of computer applications: Word, Excel, Access, proprietary POS

system database software.

Work History

2013 present: University Enterprises, Inc., CSU Sacramento

■ Temporary Contract Employee

2003 2013: Java City

■ July, 2011 July 2013: Asst Mgr., CSU Sacramento, 6000 J St.

■ Dec, 2009 July 2011: Manager, 1800 Capitol Ave.

■ Jan, 2005 Dec, 2009: Asst Mgr., CSU Sacramento, 6000 J St.

■ July,2003 Jan, 2005: Food Prep/Shift Leader, 1800 Capitol Ave.

2000 2004: Fed Ex Ground

■ June, 2003 Feb, 2004: Loader/Switcher, 8205 Berry St., Sacramento

■ Nov, 2000 June, 2003: Switcher, 1235 E. Grand Ave., Pomona

1998 2000: Cal Poly, Pomona

■ Student Asst., Groundskeeping, Landscaping, Autoshop, Forklift Operator

1994 1995: Harry C’s, Rancho Cucamonga, Ca.

■ Busboy

1990 1993: Numero Uno, Rancho Cucamonga, Ca.

■ Cook, Busboy, Server

Education

2007 Present: Sac City College, Sacramento, Ca.

1995 1999: Cal Poly Pomona, Pomona, Ca.

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