Customer Service Quality Assurance

VALERIE TURNER

**** *********** **** #* **** Phone 410-***-****

Randallstown, Maryland 21133 Home Phone 410-***-**** ********@*****.***

SUMMARY

I am a quality conscientious professional with over ten years’ experience in the customer service and quality assurance industry. Possessing excellent problem solving skills, organizational and leadership skills that demonstrate an ability to be trained and developed which has resulted in increased responsibilities in all positions held. Am motivated team member, with the ability to grow and contribute to the attainment of an organizational goals. Has the ability to remain calm, patient and productive in a fast-paced environment.

• Attention to Detail

• Ability to multi-

task

• Decision-making

skills

• Fast Learner

• Financial

management

• Monitoring

Operations

• Strong

Communication

skills

• Time Management

skills

• Critical Thinking

• Dependable

• Goal oriented

• High energy

• Impeccable

integrity

• Organized

• Problem Sensitivity

• Strong work ethic

ACCOMPLISHMENTS

• Increased sales by 79% thought production making the store #1 for Drive-Thru Sales in the District

• Facilitated training sessions, allowing the unit to become a Training store in one year which catered to all new hired managers into the company

• Graduated 80% of enrolled students in a Culinary Arts Program and placed them into living wage jobs in the food industry.

• Certified 100% of students who set for the Serv-Safe Exam and became certified as Food Service Managers.

• Implemented customer service and reinforcement training that led to a 32.6% reduction in the length of incoming calls.

• Responsible for opening a company 189th store.

• Wrote a curriculum as the core discipline based on New York Cornell University Culinary Arts Training Program

EMPLOYMENT HISTROY

Cook Archdiocese of Baltimore

2013- 2015 Randallstown, Maryland

Cooked, planned and prepared a wide variety of foods in a kitchen at a parish. Document all meals from a 30 day calendar and use oral communication to clarify weekly menu planning, purchases and ingredients needed for the week, with staff. Use weights, measure and mix ingredients according to recipes using various kitchen utensils and equipment for portion control. Plan and organize job tasks to make sure food is ready to be served at the right time, in the right sequence and make any adjustments when needed, to minimize waste. Accounting Assistant Clerk 2000 - Present

LTC Accounting Randallstown, Maryland

This is a Seasonal Position that supports the functions of an accounting organization. Perform general clericals, account receivables and account payables. Maintain records by filing document and performing general administrative tasks. Reconcile bank statement, analyze discrepancies and unpaid invoices. Run software programs to generate month end reports and maintaining database by entering data into the computer and processing backup. Co-Manager 2001- 2008

Davco Restaurant Crofton, Maryland

Responsible for the financial and operational functions of a Quick Service Restaurant all while building sales and profits and ensured that all food products and guest relations were consistent with the company high quality standards. Supervised 15-20 employees by coaching and training them to prepare food consistently to a high standard in quality and deliver the best guest service. Maintained and documented all health, safety and sanitation requirements in accordance with federal, state and local laws. Hired, developed, evaluated, and counseled staff members and directed them to achieve sales and operational goals. Demonstrated an understanding of the store Profit and Loss Statement, to drive sales and keep expenses in line all while focusing on the team to drive sales.

Instructor/Interviewer 2004-2005

Franciscan Center Baltimore, Maryland

Assisted in workshops and instructed job readiness and life skills .The program was for the attainment of pre-employment of students. Administer testing to measure participant competency to the program components and assisted all participants in job search, barrier resolution, and work-life balance management .Maintains time and attendance records for all participants ensuring that all participants adhere to the center guidelines and regulations. Assisted the Program Director in the need assessment process to create instinctual design with appropriate delivery methods and post training evaluation. Recommend solutions for performance issues and potential areas for training. Consulted with the Director to identify training needs and draw up an overall training plan within the training budget.

Education

Business Administration 2012- Present

Ashford University, Clinton, Iowa

Completed A+ 2002

University of Maryland Baltimore County, Catonsville, Maryland Quality Assurance Coaching and Training 2000

Prometric Thomson Learning, Woodlawn, Maryland

Microsoft Office Suite

New Horizon Learning Center, Woodlawn, Maryland 2000

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