Customer Service Quality Control

Professional Summary

I am a coordinator, implementer, and responsible of office procedures, projects and tasks. Supervisor of the work of junior staff and the service of clients.

Education

Wild Lake High School, Columbia, MD

1994-1998

Diploma

University of MD at College Park

1998-1999

Coursework

Howard Community College, Columbia, MD

1999-2004

Coursework

Southwest Community College, Summit, MS

2008- Present

Coursework

Higher Education Coursework

Principles of Accounting, Principles of Economics I, Principles of Economics II, Introduction to Sociology, Microcomputer Applications, English I & II, Introduction to Psychology, General Psychology, Marriage and Family, College Algebra, Public Speaking, Applied Business, Microcomputer Applications,

Work Experience

Administrator

Compassionate Hearts Adult Center Magnolia, MS 3/2012 – Current

•Directed and supervised all aspects of the ADC program

•Determined admission eligibility of prospective clients and client discharges

•Developed and implemented in-services for staff

•Provided supervision of staff, performance evaluations, and training

•Maintained daily census levels necessary to balance monthly annual expenditures

•Conducted evaluations of the program and staff

•Prepared required reports, mid-year and fiscal year-end or as needed of the overall effectiveness of the program

•Established and maintained a system that ensures quality control of services rendered, evaluation and monitoring of processes

•Coordinated community relations

•Acted as cook and part-time driver as needed

•Filed claims for payments through Medicaid

•Created contracts for staffing

Day Care Teacher

Visions Christian Academy Magnolia, MS 4/2011 – 3/2012

•Taught Children Alphabets, Colors, Numbers, Days of the week, and much more according to ABA standards

•Supervised, nurtured and cared for children ages 2 - 3

•Provided nutritious meals

•Practiced good hand-washing techniques for disease and infection control

•Organized activities and implemented curricula that stimulated children's physical, emotional, intellectual, and social growth

•Sanitized room daily

•Provided daily reports on children behavior

•Created memos, letters, and many more clerical duties

Case Administrator

Care One Services Columbia, MD 2/2004 – 3/2011

•Supported inbound call center providing customer service

•Counseled clients to help reduce/eliminate their debt

•Actively listened to clients and their concerns

•Accommodated and educated clients in paying off their debts

•Followed up on clients’ payoffs, payment disbursements, proposal status, and different research materials

•Assisted with quality control of calls for team members and New Debt Resolution Customers

•Collaborated with team to ensure quality customer service

•Managed new hires in on the job training

•Assisted in writing of Debt Resolution Program Standard Operating Procedures

•Reviewed and processed legal documents to legal advice line for attorneys to address

•Resolved issues with clients

•Reviewed customer and creditor correspondence and responded accordingly

Skills

Microsoft Word, PowerPoint, Excel, Multi-line Phone Systems, Internet, DRS, Witness, Copier, Fax

Professional Development

Developing Core Outcome Measures

Developing our agency’s future

Creative Interventions

ServSafe Certification

CPR Certification

First Aide Certification

Reference

Shala Stockdale Teacher 601-***-****

Malissa McDaniel Program Director 601-***-****

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