Customer Service Quality Assurance

Prepare activity reports to inform management of the status and

implementation plans of programs, services, and quality initiatives.

Establish work schedules and assignments for staff, according to workload,

space and equipment availability.

Develop and maintain computerized record management systems to store

and process data, such as personnel activities and information, and to

produce reports.

Provide services such as Installment Loans, Check Cashing, Money Gram,

Western Union and Bill Pay.

Met and exceeded sales goals.

Customer Service

Marketing, Collection of debts owed, Charge Offs as well as Audits.

Quality Assurance (QA) Manager (Management) at Graven, Austin & Drake,

Inc.

07/2007 - 09/2011 (4 years)

Create and implement inspection and testing criteria or procedures.

Identify quality problems or areas for improvement and recommend

solutions.

Monitor performance of quality control systems to ensure effectiveness and

efficiency.

Confer with marketing and sales departments to define client requirements

and expectations.

Monitor Sales/Survey Calls for accuracy and quality.

Train supervisors and Customer service representatives on sales and

surveys.

Track and monitor logs of all calls made inbound/outbound.

Performed several positions while here including Customer service

representative, Payroll supervisor, Information Technology Supervisor,

Quality Assurance liaison and Quality Assurance Manager.

EDUCATION

Sierra High School

Graduated 2007

High School in General Studies

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