Customer Service Quality Assurance

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To Whom It May Concern:

I am writing in regards to the position you have available. Enclosed please

find my resume for your review and consideration.

I believe I can bring a special type of understanding to your organization.

Over the years I have honored a number of very valuable skills, not the

least of which is my attention to detail and organizational ability. I feel

those two attributes have served me well throughout my career. Not only am

I quite capable of handling multiple tasks, but I am extremely flexible and

able to adapt quite easily to any given situation.

I trust that my qualifications merit an opportunity to discuss this

wonderful opening in more detail. I appreciate you taking the time to

review my resume. If you have any questions, please don't hesitate to

contact me.

Again, thank you for your consideration.

Sincerely,

Shirley Coke

Shirley Coke

San Jose, CA 95122

Home: 408-***-**** or Cell: 408-***-****

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

Professional Summary

A seasoned customer service, administrator providing expertise in customer

service administrator. I'm seeking a customer service administrator

position in a fast paced healthcare environment. In an organization that

will allow me to grow and strengthen my knowledge.

Skill Summary

. Able to bring productive energy, accuracy and enthusiasm to both

individual and group projects

. Friendly, positive disposition, able to converse with a pleasant and

uplifting attitude

. Persuasive demeanor, skilled at influencing the opinions & ideas of

others and eventually convincing them to try or purchase a product or

service

. Effective contributor-capable of voicing opinions about ideas/projects

and giving valuable input when needed

. Always looking to work beyond any expectations and deliver exceptional

results

. Able to analyze a problem/situation, and strategically plan to achieve

the best possible solutions

. Great listener-able to hear what customer/client is saying and trying

to communicate

. Skilled at handling multiple tasks smoothly and effectively

. Exceptional interpersonal skills--capable of interacting with and

working with a variety of personalities

. Strong work ethic-always focused on accomplishing tasks/projects as

smoothly & effectively as possible

. Strong sense of loyalty and commitment

. Proficiency with MS Office, Trend, Livelink, FileMaker Pro, CDEM,

Epson GT-2000, KIP 3100 Documents Scanner

Education and Training

Loy Norrix High School/ Kalamazoo, Mich.

Computer Certificate, Technical Training Center/ San Jose CA

11/ 09 - 01/10 Certificate of Achievement in Medical Office Procedures

08/ 09 - 11/ 09 Certificate of Achievement in Medical Billing (Medsoft)

05/09 - 08/ 09 Certificate of Achievement in Medical Terminology

Employment History

Clean Source / interline Brand-San Jose, CA May 2013 - Present

(Contract position) November 2012 - May 2013

Customer service administrator

. Responsibilities Greet, assist and screen visitors. Responsibility for

maintenance of the reception area.

. Answer phones, refer calls appropriately, and manage main phone lines.

. Receive Sort mail, deliver to mailbox distribute (Post base Machine)

Meter outgoing mail, replenish meter, receiving and coordinating mail

and packages.

. Manage reservation process for conference room and assist in

scheduling meetings.

. Maintenance office supplies, equipment and repair of equipment's

(copier, photocopier, etc.)

. handle confidential information discretely

. Data Entry in the office trend system, Add freight to customer, sales

rep, verifies that (POD) Proof of Deliver has been shipped and

invoiced (in Trend).

. Preparing sales rep. pricing binder

. Special projects, Other duties as assigned

. MOC and UPS reports

. Ability to maintain confidentiality

. Key request - keeping the cabinet stocked

. Backorder reports for - Fresno, Bakersfield and San Jose

Winslow Automation - Milpitas, CA

Quality Specialist (contract position) - June 2012 - April 2013

. Responsible for auditing systems and processes as they relate to

the overall Quality Management System (AS9100/ISO9001:2008)

. Responsible for data collection and analysis, including selecting

and applying various collection methods such as interviewing,

observation of work related activities, taking physical

measurements, and examining both hard copy and electronic copied

documents and records

. Communicate quality audit information to all levels of personnel

(verbal and written)

. Follow company quality and safety protocol

. Follows up on CAR's to ensure actions are complete

. Responsible for reviewing and updating quality documents as

needed, must have a good ability to read, evaluate and write

documents as needed.

. Must be familiar with industry standards and assess changes as

they relate to Six Sigma

. Responsible for ensuring FOD practices are being communicated and

followed throughout production

. Responsible for ensuring equipment and tooling are calibrated

regularly based on an established schedule

. Establish calibration intervals

. Interfacing with the calibration lab to ensure capability and

registration

Yahoo - Sunnyvale, CA

Project Management Clerk (contract position) - 09/11 - 02/12

. Scheduled routine meeting, with project manager, engineers and QA

. Data entry

. Managing and Audit electronic documents

. Updated information in portfolio management tool

. Coordinated communication among Product Managers

. Assisting product organization in data entry tasks

. Support in deployment efforts and training

. Other clerical duties as needed

Genentech South San Francisco, CA. 08/10-12/10

Project Coordinator (contract position)

. Document control uploading legacy document in validated system.

. Managing electronic documents, Microsoft office, Adobe acrobat,

Filemaker Pro

. Livelink

. FileMaker Pro.

. Archived Corporate Records and Drawing.

Electrochem Solution LLC. Union City, CA.

Quality Assurance Manager 03/ 07 - 06/08

. Responsible for all record keeping filling, document maintain

procedures and records, training record

. Quality Assurance Manual and including Rev. undated change, including

document control filling record.

. Scheduling audits on our quality system record filling.

. Conduct evaluations in (MRB) Materials Review Board maintain filling

record.

. Perform internal audit with customer and internal manager, supervisor

and engineers...

. Maintain Quality control Policy filling records of current calibration

status.

. Control of inspection and testing production rectifiers Maintain all

equipment up to data calibration records.

Kyphon, Santa Clara, CA.

Capa Data Entry (Aerotek Contracted) 05/ 06 - 03/07

. Responsible and certified with CAPA for data entry of nonconformance

reports,

Training records and other associated quality records.

. Assisted with software training

. I also was trained on the following programs:

. Pilgrim Software, SmartDoc, SmartTrain

. Ikon Doc Send (Scanner)

ENS Technology Santa Clara, CA.

Quality Assurance Manager 01/ 96 - 11/05

. Responsible for all control document maintain procedures

and records filling, Military Specification, federal

specification, American society for testing and Materials

(ASTM) Specification, Aerospace Material Specification

(AMS), customer specification and standard, Calibration

record, training record

. Scheduling audits on our quality system, filling records.

. Maintain Quality control Policy upkeep records of current

calibration status.

. Control of inspection and testing production rectifiers

Maintain all equipment up to data calibration records.

. Perform internal audit with Customer and internal manager,

supervisor and engineers.

. Train QA personnel to perform different faction to

priorities and solve different problems at a given time. I

also, performed incoming, in process, final inspection.

. Conduct evaluations in MRB

. Working with the Federal Aviation Administration (FAA) on

company Repair Station certificate.

. Quality Assurance Manual and including Rev. undated Change,

including document control.

Akashic Memories Corp San Jose, CA.

Quality Audit Technician 04/ 91 -12/95

. Responsible for all customer issues, as well as improved ISO 9000

compliance.

. Collect and prepared reports filling record for

management and suppliers.

. Assigned to Technician Marketing Group to establish a system for

tracking all customer interaction and correspondence issues filling

records and Administrator for this system.

. Vendor-furnished specification inspects

Supporting Skills

. Quality Assurance

. Administration Manager

. Organizational Skills/ Self Starter

. Customer Service

. MS Word, MS Outlook, Excel, Windows

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