Customer Service Quality Assurance
Resume:
CHRISTINE A. KISH
610-***-**** (Home)
*** *. ******* ****** 484-***-**** (Cell)
Allentown, PA 18103 *********@***.***
OBJECTIVE
My objective is to acquire a challenging position in which I can perform
from my home with negotiable travel. I welcome new ideas and
possibilities to enhance my skills and my future in the many exciting and
diverse opportunities available.
SOFTWARE EXPERIENCE
Operating Systems: DOS, Windows 3.11, Win95, Win98, XP, NT, Windows 7,
Novell, and MAC OSX
Applications: Abacus, AbbeyScan, Act!, Adobe Acrobat, Adobe Captivate,
Adobe Dreamweaver, Adobe Photoshop, Adobe Reader, Bitly, CLAS Manager,
Cobol, Crystal Reports, EventBrite, FaceBook, File Express, FireFox, Google
Chrome, Groupwise, Hootsuite, HTML (basic), ICQ, Internet Explorer, JAWS,
LinkedIn, Lotus 1 2 3, MSAccess, MSExcel, MSMoney, MSOutlook, MSPowerPoint,
MSWord (through 2010), Netscape, Notepad, OpenBook, PageMaker, Paint,
Pandion, PCAnywhere, PGP Encrypt/Decrypt, PINS, Pintrest, Presentations,
Quattro Pro, QuickBooks, RACF, Safari, SalesForce, SocialMedia, Terminal
Emulation, Time and Chaos, TimeSlips, Trillian, TValue, Twitter, Visual
Basic, Visual dBase, Who What When, WinZip, WordPerfect (Versions 4.1
through 13), WordPress, Yahoo Messenger, ZoomText
EXPERIENCE
06/06 - Present
Proprietor - Computer Consulting and Medical/Legal Word Processing Business
(In-Person, Virtual and/or Telecommuting), Allentown, Pennsylvania
* Provided consulting services for computer hardware and software
purchases and problems, including hardware and software needs
analysis, testing and proposal, troubleshooting, problem resolution,
and training
* Performed real estate settlements, including document preparation,
title search acquisition and review, proration of taxes, and filing of
documents
* Provide bookkeeping services, including but not limited to, payroll,
AP, AR, and monthly/yearly closings, using QuickBooks for large
corporation
* Provide medical transcription for psychotherapist (Telecommute).
* Preparation of Estate Planning documents for attorneys (Telecommute)
* Act as liaison (providing customer service) between psychotherapist,
patients and insurance companies (Telecommute)
* Marketing, accounting, advertising, and customer service for small
business
* Quality Assurance via auditing call center contacts throughout the
world, providing coaching and feedback used for training purposes.
(Virtual).
* Advertising Media on Social Networking Sites, such as FaceBook and
Twitter (Virtual)
* Quality Assurance via mystery shops for restaurants, retail
businesses, grocery stores, etc., providing coaching and feedback used
for training purposes. (Telecommute)
* Served as part of conference management team for outside agencies,
including evaluation of seminar preparations/processes
* Secure travel arrangements, including airfare, car rentals, hotels;
providing itineraries for attendees at events
* Acted as Liaison, providing customer service/customer dispute
resolution, between hotels, participants, and speakers
* Performed hardware and software troubleshooting, problem resolution,
and training
* Provided phone support to PC, LAN, and remote Users (with 80%
resolution rating via phone)
* Coordinated helpdesk office and tech support service calls
* Performed programming of NEC NEAX 1400 phone/voice mail system
* Coordination and acquisition of renovations and additions to voice
and data lines, hardware and software, FAX repairs, and training
classes.
11/01 - 08/04
Proprietor - Computer Consulting and Legal Word Processing Business, Slate
Hill, New York (In-Person and/or Telecommuting), Ellenville, NY
* Provided consulting services for computer hardware and software
purchases and problems, including hardware and software needs
analysis, testing and proposal, troubleshooting, problem resolution,
and training
* Performed real estate settlements, including document preparation,
title search acquisition and review, proration of taxes, and filing of
documents
* Provide bookkeeping services, including but not limited to, payroll,
AP, AR, and monthly/yearly closings, using computer software and
manual ledgers for law offices
* Provided phone support to PC users located in New York and New Jersey
* Preparation of Estate Planning documents for attorneys in New York,
New Jersey and Pennsylvania
* Marketing, accounting, advertising, and customer service for small
business
* Quality Assurance via mystery shops for restaurants, retail
businesses, grocery stores, etc., providing coaching and feedback used
for training purposes.
* Performed hardware and software troubleshooting, problem resolution,
and training
* Provided phone support to PC, LAN, and remote Users (with 80%
resolution rating via phone)
* Coordinated helpdesk office and tech support service calls
* Performed programming of NEC NEAX 1400 phone/voice mail system
* Coordination and acquisition of renovations and additions to voice
and data lines, hardware and software, FAX repairs, and training
classes.
01/02 ( 8/03
Assistant Manager of Operations, Manager Grant Department, and Manager
Computer Department for Amgen Pharmaceuticals (Saber Communications),
Wurtsboro, New York
* Perform hardware and software troubleshooting, problem resolution,
and training
* Provide on-site support to PC users
* Act as liaison (providing customer service) between the company,
representatives, speakers, and institutions regarding grant funding
for conferences
* Provide resolution of questions, problems, and disputes, including
investigation and research via phone and e-mail with speakers,
institutions, company representatives, and other employees
* Preparation of contracts between the company, speakers, and
institutions solidifying conferences
* Provide supervision of 11 clerical workers
* Management of Grant funding department, including supervision of 1
clerical worker, duty designation and decision responsibility.
* Performed an on-site audit of data acquisition methods, instituted
resolution, resulting in an increased efficiency from 25% to 95%.
* Perform hardware and software troubleshooting, problem resolution,
and training
* Provide on-site and phone support to PC users and clients
* Coordinate, support, and perform document administration and data
analysis including preparation of Cobol conversion programs which
transfers data via e-mail, modem, tape, and disk from clients
nationwide, into DOS format for use by payment system
* Organized, analyzed and summarized relevant data from printouts,
tables, graphs, and charts into reports
* Utilize marketing and public relations skills to provide support in
analysis and explanation of administrative and IRS rules, regulations,
policies and procedures
3/00 ( 11/01
Paralegal/Legal Assistant - Law Offices of W. T. Catterton, Fort Worth,
Texas
* Perform hardware and software troubleshooting, problem resolution,
and training
* Gather information and draft responses to discovery for attorney's
signature
* Act as liaison (providing customer service) between the attorney and
clients
* Preparation of Personal Injury, Probate, and Estate Planning
documents
* Medical transcription/research for personal injury cases.
01/99 - 02/00
Data Analyst/Computer Tech - ERN, Fort Worth, Texas
* Performed an on-site audit of data acquisition methods, instituted
resolution, resulting in an increased efficiency from 25% to 95%.
* Perform hardware and software troubleshooting, problem resolution,
and training
* Provide on-site and phone support to PC users and clients
* Coordinate, support, and perform document administration and data
analysis including preparation of Cobol conversion programs which
transfers data via e-mail, modem, tape, and disk from clients
nationwide, into DOS format for use by payment system
* Organized, analyzed and summarized relevant data from printouts,
tables, graphs, and charts into reports
* Utilize marketing and public relations skills to provide support in
analysis and explanation of administrative and IRS rules, regulations,
policies and procedures
09/98 - 01/99
HelpDesk Computer Tech (Contract) - TekSystems, Irving, Texas
* Performed hardware and software troubleshooting, problem resolution,
and training
* Provided phone support to PC, LAN, and remote Users (with 80%
resolution rating via phone)
* Coordinated helpdesk office and tech support service calls
* Performed programming of NEC NEAX 1400 phone/voice mail system
* Coordination and acquisition of renovations and additions to voice
and data lines, hardware and software, FAX repairs, and training
classes.
06/94 - 05/98
Management Assistant, State Medicaid Bookkeeper, and LAN/RACF Sub-
Administrator - Senior and Disabled Services Division, Salem, Oregon
* Performed hardware and software needs analysis, testing and proposal,
troubleshooting, problem resolution, and training
* Created and maintained extensive macros for many sections within the
Division, in Visual Basic, utilizing prompts and radial buttons
* Provided phone support to PC, LAN, WAN, and mainframe users
* Provided assistance with RACF security logons
* Analyzed, researched, reconciled, resolved disputes, interpreted and
explained rules and regulations of Oregon Medicaid claims
* Provided phone support to nursing facilities (providing training,
maintenance, and coordination of the Oregon Medicaid Billing System)
* Coordinated and approved purchases for unit and three branch offices
* Processed all confidential (personnel and payroll) records for the
unit
* Performed an on-site audit of data acquisition methods, instituted
resolution, resulting in an increased efficiency from 25% to 95%.
* Perform hardware and software troubleshooting, problem resolution,
and training
* Provide on-site and phone support to PC users and clients
* Coordinate, support, and perform document administration and data
analysis including preparation of Cobol conversion programs which
transfers data via e-mail, modem, tape, and disk from clients
nationwide, into DOS format for use by payment system
* Organized, analyzed and summarized relevant data from printouts,
tables, graphs, and charts into reports
* Utilize marketing and public relations skills to provide support in
analysis and explanation of administrative and IRS rules, regulations,
policies and procedures
12/93 - 5/98
Proprietor - Computer Consulting and Legal Word Processing Business, Salem,
Oregon (In-Person and Telecommuting)
* Provided consulting services for computer hardware and software
purchases and problems, including hardware and software needs
analysis, testing and proposal, troubleshooting, problem resolution,
and training
* Performed real estate settlements, including document preparation,
title search acquisition and review, proration of taxes, and filing of
documents
* Provided phone support to PC users located in Northwest Oregon and
Southwest Washington
* Preparation of Estate Planning documents for attorneys in Northwest
Oregon and Southwest Washington
* Marketing, accounting, advertising, and customer service for small
business
* Quality Assurance via mystery shops for restaurants, retail
businesses, grocery stores, etc., providing coaching and feedback used
for training purposes.
* Performed an on-site audit of data acquisition methods, instituted
resolution, resulting in an increased efficiency from 25% to 95%.
* Perform hardware and software troubleshooting, problem resolution,
and training
* Provide on-site and phone support to PC users and clients
* Coordinate, support, and perform document administration and data
analysis including preparation of Cobol conversion programs which
transfers data via e-mail, modem, tape, and disk from clients
nationwide, into DOS format for use by payment system
* Organized, analyzed and summarized relevant data from printouts,
tables, graphs, and charts into reports
* Utilize marketing and public relations skills to provide support in
analysis and explanation of administrative and IRS rules, regulations,
policies and procedures
01/89 - 11/93
Paralegal and Office Manager - James Hargis, Attorney at Law, Salem, Oregon
* Provided PC and LAN hardware and software needs analysis, testing and
proposal, troubleshooting, problem resolution, and training
* Management of law office, including performance reviews, hiring,
firing, and supervision of 10 clerical staff
* Provided research, review, interpretation, and explanation of Laws to
and for attorneys and/or clients
* Prepared Federal and State income tax forms for estates, individuals,
and corporations
* Provided customer service/client dispute resolution regarding
documents, bills, and court decisions
* Performed real estate settlements, including document preparation,
title search acquisition and review, proration of taxes, and filing of
documents
* Acquired bids and authorized purchases
* Compilation and preparation of summary reports
* Performed an efficiency audit of law office clerical staff, and
implemented resolution, resulting in an increase in 60% in efficiency
and production and 50% increase in income
* Provided on-going evaluation of document preparation/processes and
general office operations
* Gather information and draft responses to discovery for attorney's
signature
* Act as liaison (providing customer service) between the attorney and
clients
* Preparation of Personal Injury, Probate, and Estate Planning
documents
* Medical transcription/research for personal injury cases.
11/83 - 01/89
Program Accountant and LAN Sub-Administrator - Continuing Education, Oregon
State University, Corvallis, Oregon
* Provided LAN troubleshooting, problem resolution and training
* Provided assistance to students for admission to Adult Degree Program
* Initiated, coordinated, and maintained program accounting for over 33
grant accounts, totaling over $2.5 million, including analysis of
monthly grant reports and drafting, evaluation, and monitoring of all
budgets
* Provided training for in-coming personnel on office procedures
* Supervised one to six student workers
* Interpretation and explanation of rules and regulations to employees,
students, and others
* Processed all confidential (personnel and payroll) records
* Served as part of conference management team for outside agencies,
including evaluation of seminar preparations/processes
* Secure travel arrangements, including airfare, car rentals, hotels;
providing itineraries for attendees at events
* Acted as Liaison (providing customer service/customer dispute
resolution)between the State of Oregon, hotels, participants, and
speakers
* Take and transcribe minutes for Board of Directors Meetings
* Performed an on-site audit of data acquisition methods, instituted
resolution, resulting in an increased efficiency from 25% to 95%.
* Perform hardware and software troubleshooting, problem resolution,
and training
* Provide on-site and phone support to PC users and clients
* Coordinate, support, and perform document administration and data
analysis including preparation of Cobol conversion programs which
transfers data via e-mail, modem, tape, and disk from clients
nationwide, into DOS format for use by payment system
* Organized, analyzed and summarized relevant data from printouts,
tables, graphs, and charts into reports
* Utilize marketing and public relations skills to provide support in
analysis and explanation of administrative and IRS rules, regulations,
policies and procedures
EDUCATION
. Bachelor of Science - Management (emphasis on Finance), Linfield
College, McMinnville, Oregon, 1998
. Work at home Certification, NTI, 2011
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