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Customer Service Quality Control

Location:
Virginia Beach, Virginia, United States
Salary:
11.00 HR
Posted:
April 20, 2017
Email:
aczwql@r.postjobfree.com

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Ann Ruffins

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

Virginia Beach, VA 23453

757-***-****

aczwql@r.postjobfree.com

PROFESSIONAL PROFILE

Troubleshooting: Analytical and detail-oriented with an established background in identifying complex

problems; resourceful and inventive in developing and implementing creative solutions with enhance

sensitivity to cost, efficiency and deadlines.

Operations: Demonstrated ability in multi-department operations management. Media loads, and troubleshooting problems.

Restores, archiving, running reports for day management. Ftp files for off-site clients.

System monitoring and running backups for Network systems performing at the highest level of ability on all shifts.

Communications: Ability to communicate effectively within the company and outside clients.

Call Center: Strong background in record processing for teleservices center.

Quality Control Assurance: Demonstrates ability to QC files, reports, media with the utmost efficiency and great detail.

Extensive background in customer service

Background in support, for technical and customer services issues as a Help Desk Analyst.

Supervisory of 8-12 persons in a 6-8 year periods.

EXPERIENCE

2003 2016

Senior Computer Operator

HarrisConnect.LLC/Publishing Concepts.INC Chesapeake, VA 23320

Providing services to clients, archiving, restoring of schools, running reports, loading media, ftp files; CDI s for Directory

Teleservices

Department.

Maintain VAX-VMS systems for space issues; Monitoring of Unix, Network Systems for in-house and outside clients.

Providing QC for all media, tape backups and reports before release from Operations Department.

Providing carrier service for tape backup systems and retrieval and process for outside vendor.

Maintain It Operation budget for providing supplies to department and company s additional sites.

Providing customer service to the Client Services Department through the warehouse.

Pulling directories for mailing to customers.

Loading directory inventory in system and re-inventory back in the warehouse

Packaging bulk inventory for carrier pickup. Filing reports for FedEx and mail in and out.

Providing a correct and supply inventory for warehouse of all directories for the company and the clients.

2002 2003

Swing Shift Operator

Harris Publishing Company Norfolk, VA 23502

Providing services to clients, archiving, restoring of schools, and files, running reports, loading media, ftp files.

Processing CDI s for Directory Teleservices.

Maintain VAX-VMS systems for space issues Monitoring of Unix, Network systems for in-house and outside clients.

Providing QC for all media, tape backups and reports before release from Operation Department.

Providing carrier service for tape backup systems and retrieval and process for outside vendor.

Maintain It Operation budget for providing supplies to department and company s additional sites.

2001 -2002

Help Desk Analyst

Harris Publishing Company Norfolk, VA 23502

Acts as liaison between the user groups and Information Technology, and provides problem/call tracking for the entire IT Department.

Calls processed through electronic mail, telephone, and pager calls encompassing problem recognition, research, isolation, resolution

and follow-up steps daily.

Utilizes company tracking software ensuring problems are resolved in a minimal timeframe.

Resolving less complex problems immediately, while more complex issues are assigned to second level support or supervisors.

Maintains documentation Help Desk procedures and policies. Scheduling support technician as necessary.

Providing guidance and training for less experienced personnel.

Assisting neighboring IT departments as it related to the company s goals and requirements.

Understanding of IT Applications, Network Environment, and hardware maintenance.

Understanding of MIS environment.

2000 2001

Sr. Computer Operator/Help Desk Analyst

Harris Publishing Company Norfolk, VA 23502

Providing services to the clients, arching, running reports, loading media, and ftp files; CDI s Directory Teleservices Department.

Maintain VAX-VMS systems for space issues. Monitoring systems of Unix, Windows NT, in the IT Support Department for in-house

and outside clients.

Providing Quality Control for all media, tape backups and reports before it leaves the department.

Responsible for Tape backup systems for company, for retrieval and process for outside vendor.

Provide telephone support and guidance to computer clients, with technical knowledge, with exemplary customer service skills.

Maintain budget for Operations Department and providing supplies to department for 3 company sites.

1998 -2000

Data Coordinator/Quality Control Analyst/Computer Operator

Harris Publishing Company Norfolk, VA 23502

Providing services to the Clients Services division of company. Processing records to and from outside vendor for Call Center

Keeping intensive files on all records processed, for 3 sites.

Provide quality control for record processes and all media, ftp files and reports for the Operations

Department.

Providing supplies for Operations on 3 sites as well as maintaining the budget.

Troubleshooting problems for Operations and Clients Services with regards to school codes.

Keeping track of ED Pub Specialty schools for phoning and record processing.

Maintaining tape library, responsible for audits and upkeep.

1996 1998

Data Coordinator

Harris Publishing Company Norfolk, VA 23502

Provide record processing for Directory Teleservices Department s call centers on 3 sites.

Troubleshooting problems with schools supplied to vendor and providing immediate answer s and solutions.

Point of contact for outside vendor and clients. Responsible for records process and ready in a timely manner.

Responsible for tape library and retrieval for immediate file restores for company and clients to and from the vault.

Upkeep of Disaster Recovery information.

Provide tapes and other supplies for Operations as well as 3 additional sites.

1995 1996

Receptionist/Human Resources

Harris Select Communication Norfolk, VA 23502

Served as first contact for company within and outside

Provided services to all incoming calls and transfers. Provide customer service to all new and potential hires.

Provide customer services and assistance to employees and vendors.

Assistance Recruiting with all new hires, maintaining applications and testing potential employees.

Assistance in the screening process of new hires.

Provided vendor assistance to mail and ups for Select areas.

Issued checks to employees and forms for new hires.

Supervised part-time employee for evening position.

1995 1996

ATT Customer Service Representative

Harris Select Communication Norfolk, VA 23502

Provided customer services assistance to all AT&T Customers

Providing assistance with upgrades to service and answering questions for customer.

Maintained an above average for production on sales floor.

Computer Qualifications

Office 2016, Word, Excel, Access Microsoft Outlook, Outlook Express

WordPerfect:5.1,5.2 for Windows Microsoft Power Point Window 6.0 7, 8 and 10

Database Management Customer First

FedEx, UPS, Pitney Bowes Stamp Machine

Operating Systems

Windows 95/98 Windows NT 4.0 Networker

Wang VAX/VMS UNIX Cisco Virtual OS

EDUCATION

Secretarial Science Degree: Paul D. Camp Community College 1979

Diploma: Franklin High School 1976

National Education Center: Computer Business Administration 1988

Tidewater Community College 2000

References

Available upon request.



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