Customer Service Quality Assurance

Dylan Andersen

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

Round Rock, TX 78665

*****.********@**.***

512-***-****

CAREER SUMMARY

Over three years of experience in customer service/technical support as well as multiple mid-level supervisor positions in the U.S Army and serving as QA Team Lead for software conversion projects and ISO 9001 certification.

EDUCATION

Dona Ana Branch Community College Las Cruces, NM January 2007-March 2009 Associate of Applied Science.

Patterson High School Patterson, CA September 1999-June 2002. High School Diploma.

WORK

EXPERIENCE

Member Services Quality Assurance Analyst, Pedernales Electric Cooperative Johnson City, TX 09/02/13-Present

-Served as Quality Assurance team lead on NISC operating system conversion and ISO 9001 certification.

-Developed and implemented procedural and reference training documents for Member Services staff.

-Worked with Executive management to construct a Quality Management Program and Learning Management System.

-Ensured Member Services adherence to quality standards and proper procedures in order to boost PEC’s surpassing of industry standard benchmarks for the past five years.

-Designed and generated evaluative performance reports based on monitoring and constructive feedback workshops.

-Supply instructional material, notices of process improvements and departmental messaging.

-Researched and resolved billing issues, completed adjustments, managed contracts and administered accounts for large property management organizations.

-Analyzed and developed metrics to be used as benchmarks for the department.

-Researched, solicited and procured new technologies in analytical software, telecommunication, departmental communication abilities and revenue recovery.

Executive Sales Associate, Yodle Inc. Austin, TX 12/05/2011-08/28/2013

-Amassed extensive knowledge of all facets of search engine marketing including paid search, SEO and Mobile Advertising.

-Gained knowledge of respective cold call techniques, customer service, business search, organizational pipeline management and varied sales tactics.

Apple Advisor, Volt Information Sciences Las Cruces, NM 10/12/2008-11/29/2011

-Provided quality technical support and customer service to all iPhone/iPod/iTunes customers.

-Maintained current training for all iPhone/iPod device issues and Snow Leopard Operating System issues as stipulated by Apple Inc.

Automated Logistical Specialist, U.S. Army Tongduchon, S. Korea, Ft. Bliss, El Paso, TX 09/24/2002-09/24/2008

-Dispatched all mission essential equipment and vehicles.

-Updated all equipment maintenance inspection worksheets and maintained all government regulated logistics files.

-Picked up and turned in all mission essential repair parts.

-Maintained warehouse inventory on a weekly basis.

OCCUPATIONAL SKILLS

-Highly motivated and disciplined.

-Superb people and customer service skills.

-Proficient with Microsoft Word 2013, Office 2013, Excel 2013 and SAP.

-Type 30-35 words per minute.

REFERENCES

Marcellus Picard, Member Services Supervisor Capital Credits, Pedernales Electric Cooperative. 830-***-****

Brenda Anderson, Member Services Quality Assurance Supervisor, Pedernales Electric Cooperative. 830-***-****

Robert Phillips, Member Services Supervisor Cedar Park, Pedernales Electric Cooperative. 512-***-****

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