Customer Service Quality Assurance
Resume:
Springfield, VA. *****
********@*******.***
CAREER SUMMARY
Experienced professional with Microsoft Certified Technology Specialist (MCTS), Information Infrastructure Library (ITIL v3) and Help Desk Institute (HDI) certifications with high proficiency skills in each. Demonstrated excellent interpersonal skills in customer service, and supervision with emphasis on a collegial work environment. Provided leadership, instruction, and execution of day-to-day operations in a supervisory capacity with point lead responsibility.
PROFESSIONAL EXPERIENCE
Senior Analyst-Team Lead Operations 2010 - present
Infrastructure Monitoring Center (IMC) and Service Center Operations Fairfax, VA
Managed all aspects of Department of Transportation (DOT)Interim Manager 4 months
Advised, instructed, and coached team informally to include on-boarding of new hires
Partnered with Informational Systems Training and Quality Assurance Specialists in data gathering and reports generation
Managed resources for day-to-day start-up of the Service Center in accordance with business needs
Reviewed performance and approved payroll in Deltek for at least 15 associates
Resolved customer service issues swiftly and efficiently
Administrator of Tier II escalation
Chief Executive Officer 2009 -2012
Competitive Edge Springfield, VA
Designed and provided focused oversight of E-Commerce website
Created marketing and promotional strategies
Sold products from over 2000 vendors
Created hyperlinks to essential products and articles
EDUCATION
Youngstown State University, Youngstown, Ohio
Business Administration candidate (3.5 years coursework)
MILITARY EXPERIENCE
United States Army E-5 Honorable Discharge
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