Customer Service Quality Assurance

Scott Hill

**** ******* **, **, *** Dimas CA **773

P hone – 626-***-****

Email – *****.*****@*******.***

Skills:

• Systems defect tracking and analysis

• Certified with Kofax Capture and KTM

• Design, planning and creation of Kofax databases per individual client needs

• Administration and analysis of systems from operator input to final distribution

• Coordination of business processes and applications between work force, upper

management, IT, and clients

• Decomposing business workflows into high level and sub processes

• Software testing and critical analysis

• Mobile testing and work station trouble shooting

• Supervision and instruction of personnel through knowledge transfer and hands on training

• Supervision Skills, team player, multi-tasking, Organization and Prioritization

• Good Organization Skills, Works well unsupervised

• Excellent Oral and Written Communication Skills

• Initiative and Proactive thinking, Adaptable, Quick learner

• Self starter, Problem solving, Analytic and Critical thinking

• Reprographics, driver and delivery experience

• P C Windows Literate, Process mapping, Project management, Data entry

• Experience with Microsoft Office (Word, PowerPoint and Excel), including Outlook email

and calendar, SQL, SQL Serve r, OCR, Quality Assurance, Document management,

Document management systems

Experience:

EdgeMAC Advisory Company Anaheim, CA 10/12 to Present

B usiness Analyst

• Responsible for the running and maintenance of the Kofax indexing system, as well as the

conversion and OCR of paper and electronic documents.

• Ensured the smooth flow of documents through the Kofax system and quality assurance on

thousands of documents processed daily.

• P rovided real time support and knowledge to ensure that the daily operations, met and

exceeded all customer expectations

• P articipated in strategy meetings providing insight and recommendations for establishing

time and manpower optimiza tion

• Supervised and instructed personnel through knowledge and hands on training

• Conformed the system to meet each individual clients needs and expectations based upon

the forms and data needed to be retrieved

• Worked directly with the Chief Technology Officer, Chief Operation Officer and the Chief

Executive Officer to meet and exceed all goals required from the client.

• Established guidelines and workflow procedures to maximize effective and efficient use of

manpower and resources

P itney Bowes P asadena, CA 10/07 to 10/11

Lead Associate/ Digital Imaging Specialist

• Responsible for the conversion of thousands of paper documents into digital form

• Maintained quality control above and exceeding customer expectations

• P rovided technical assistance to customers and fellow associates regarding digital imaging

• Responsible for managing, editing, and manipulating files for proper digital output

• Responsible for running a corporate mail room

• Knowledgeable in all forms of mail services

• Managed day-to-day mail room production and customer service activities

• Coordinated the production process to ensure that jobs met customer requirements and

quality standards, a nd exceeded expectations

Home Depot Inc. Monrovia, CA 8/04 to 5/06

Sales Associate

• Trained in all aspects of customer service

• Stocking and tracking of sales products

• Demonstration and practical knowledge of products

• P rovided Guidance and training to new employees

• Assisted with supervisory responsibilities

• Trained on hand loaders and various warehouse equipment

• Ensured proper materials transportation

• Service award winner for Excellence in Customer Service

Awards/Citations:

• Two Letters of Appreciation for Outstanding Service

• Two Meritorious Masts for Outstanding Service

• Joint Service Medal

• Good Conduct Medal

• Humanitarian Service Medal

• Meritorious Unit Citation

• Combat Action Ribbon

• National Defense Service Medal

• Naval Achievement Medal

• NCO and Leadership School

Education:

Antelope Valley Community College Lancaster, CA

• Business Administration Courses

United States Marine Corps

• Basic Warrior Training.

• Advanced Intelligence Course

• Counter Terrorism Course

• NCO Leadership Course

Antelope Valley High School

• General Education

Contact this candidate