Customer Service Quality Assurance
Resume:
Michelle Lundy
**********@*****.***
Professional Experience
Universal Protection Service, Phoenix, AZ Dec 2012- Aug 2013
Staffing Specialist/Reception
Coordinate, monitor, and prepare documents for new employees
Recruit for new employees, screen applicants for qualifications, schedule interviews, and updated all related paperwork
Run weekly reports of eligible hires
Maintain guard card renewals and new hire guard cards via DPS
Handle funds for guard cards
Manage new hire packets
Conduct orientation classes
Communicate to address employee concerns and needs internally and externally
Order/return employee uniforms and process request for refunds
Support for all Operation Managers
Maintain confidentiality
Manage cell phones for each company post
Create post orders for each company post
All administrative functions
The Muller Company, Phoenix, AZ Sept 2012-Dec 2012
Property Administrator
Create spreadsheets, scheduling, work orders, and tenant files
Handle customer billing and statements; research any mishandled funds
Post receivables and run end of month reporting
Ensure certificate of insurance is up to date with each tenant
Oversee day porters, security, vendors, vacant suites, tenant complaints, building maintenance
Produce company newsletter and tenant events
Money Management International, Brooklyn, NY Oct 2010-May 2012
Certified Credit Counselor
Review credit history and reports with clientele
Multi-line phones; provide information via phone and in person
Maintain knowledge of housing and credit information regarding current economic conditions and legislation
Manage plans for clients aiding in budgeting, assets, liabilities, and other needs as required
Collect funds from clients when applicable
Assist in community outreach programs
Provide media interviews, marketing and business development ideas
Handled escalated clientele to ensure satisfaction
Take Charge America, Phoenix, AZ Sept 2003-Sept 2010
Certified Credit/Bankruptcy Counselor
Conduct financial assessment by gathering pertinent information
Analyze financial information and create spreadsheets accordingly
Assembly of packages for clients based on verbal recommendations
Manage financial plans for clients
Time management and attention to detail on all interactions
Customer service
Review credit history and reports with clientele
Quality Assurance Analyst II
Plan and implement quality management and quality improvement programs
Monitor/audit accounts via company policy; document the review and investigation
Provide assistance with quality assurance for floor supervisors
Ensure policies and procedures are updated to include regulatory changes
Provide direction to ensure customer/clients receive the highest level of satisfaction
Conduct meetings; participate in brainstorming and calibration sessions
Business Development
Assisted in business development by up selling services
Managed Expo events
Packets, displays
Client and community outreach
Education and Professional Development
AFCPE Certification (Association for Financial Counseling & Planning Education)
Microsoft Applications (proficient in outlook, word, excel, and PowerPoint), as well as Witness Systems
Enterprise, Access and AS400
Currently attending Phoenix College; Associates in Applied Science
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