Customer Service Experience
Resume:
QUINTINA D. LONG
***************@*****.***
linkedin.com/in/quintinalongcustomersupport
PROFESSIONAL SUMMARY:
An accomplished oriented professional with 20+ years of customer service and administrative experience in various industries. Utilizing strong interpersonal skills, while maintaining a professional demeanor. Reliable and trustworthy with an uncompromising commitment to provide an optimal customer experience. The ability to interact with internal and external clients in a positive manner via phone, computer and in person. Seeking an opportunity to utilize my diverse skills, knowledge and diligence to contribute to the continuing success, operation and profitability of an organization.
QUALIFICATIONS:
●Leadership Experience
●Customer Service Professional
●Team Player
●Organizational Skills
●Strong Interpersonal Skills
●Strategic Planner
PROFESSIONAL EXPERIENCE:
Department of Labor – Washington, D.C. (Remote)
5/2023 – 6/2024 (HeiTech Services, Inc.)
Full-Time 40 hours per week
Immigration Program Analyst
Review applications for prevailing wage requests in accordance with applicable laws, regulations, standard operating procedures, and directives.
Analyze and apply Bureau of Labor Statistics data, state conducted or employer provided surveys to issue prevailing wage determinations.
Obtain, analyze and interpret labor market information provided by state workforce services, professional journals, associations, trade unions, colleges and universities, mass layoff reports, labor supply and demand bulletins and private industry employers.
US Medical Labs - Chicago, Illinois (Remote)
11/2022 – 4/2024
Part-time 2-5 days/14-35 hours per week
COVID Test Administrator
●Facilitate and Administer tests to the patients.
●Occupy a customer-facing role that will involve engaging with patients, school partners and business partners on their various demands and needs concerning COVID Testing.
●Provide instructions to customers on how to take the test correctly and answer their questions and concerns in a comprehensive manner.
●Find potential leads in need of COVID testing options.
Q's Virtual Closet - Chicago, Illinois (Remote)
1/2017 – Present
Part-time 2-5 days/14-35 hours per week
Owner
●Apply the ultimate customer experience.
●Set up shop at different facilities to showcase the variety of merchandise that's available, retail.
●Gather relevant information from a potential client to better understand his or her needs and wants, i.e. personal shopper.
●Research and advertise based on the trajectory of the consumer.
●Balance my books to keep updated supplies, equipment and staff that's needed for upcoming events.
United States Census Bureau - Matteson, Illinois (Remote)
07/2020 - 11/2020
Full-Time 40 hours per week
Field Supervisor
●Served as the first level supervisor for a group of 25-50 Field Representatives and responsible for data collection in a geography that may include some hard to count areas, as the Field Supervisor (FS).
●Ensured the group's performance meets the standards and expectations set forth by the bureau and survey sponsors.
●Provides detailed guidance to subordinates on how to resolve issues, when problems occur, by applying general guidance, previous training methodology, past experiences, or utilizes survey resource materials to derive appropriate solutions.
●Monitored assignments of subordinates’ performance through on the job observations and various performance metrics.
●Reviewed and approved payroll and leave submissions for staff.
●Assisted with the recruiting of Field Representatives.
First Start Daycare Center South - Chicago, Illinois
11/2019 - 11/2020
Full-Time 35 hours per week
Lead Head Start Teacher
●Manage general classroom operations by following guidelines and policies, including delivering lessons and performing activities that fulfill the children's educational, developmental, cognitive, emotional and social needs.
●Uses Teaching Strategies GOLD curriculum for children ages 3-5 in Head Start Program.
●Work with the Center Director to create a program that addresses the specific needs of the children assigned to her care, including lesson planning.
●IEP (Individual Education Plan) development, planning and meetings for students who need special education services.
Chicago Public School – Chicago, Illinois
8/2005-6/2007 & 1/2018-6/2018
Part-time 2-5 days/14-35 hours per week
Substitute Teacher
●Implements teacher lesson plans, assigns student class work and homework, and maintains classroom management.
●Teaching Exceptional/Disabled learners, including inclusion and pullout methodology.
●Classroom management and development practices.
●Encouraged students’ abilities in diverse urban areas through reading, math, social sciences, social studies and the arts.
8/2018-1/2019
Full-Time 35 hours per week
Special Education Classroom Assistant (SECA)
●Assists Special Education teachers in elementary and high school settings, in reinforcing efforts with children with various disabilities, including physical disabilities, visual and hearing impairments, learning disabilities, behavior disorders, emotional impairments, and mental impairments in accordance with each students’ Individual Education Program (IEP).
●Facilitate one-on-one services for students to recommend changes or other reinforced learning concepts for daily operations and their IEPs.
●Assists teachers in maintaining written reports of students’ behavior; accompanies students and teachers on class field trips; attends and participates in workshops and in service training to update jobs.
●Apply Cardiopulmonary Resuscitation (CPR) and operate audio-visual equipment as needed.
Illinois Dept. of Corrections - Joliet, Illinois
3/2018-4/2018 & 7/2018-8/2018
Full-Time 40 hours per week
Correctional Treatment Officer Trainee
●Provide role-modeling behavior, facilitate appropriate communications and develop suitable problem solving and conflict resolution skills for assigned offenders.
●Trained to assist and monitor the progress of offenders in accordance with their ISP (Individualized Service Plan) and write reports about the observation.
●Trained to provide offenders with immediate reinforcement and correction of inappropriate communication and interaction.
●Trained to assist in conducting searches of visitors, offenders, cells, cell houses and/or work locations for contraband. Aids others in conducting & investigation of periodic inspections of alleged violations to assure the safety and well-being of offenders being served.
●Trained on Supervising offenders in accordance with specified agency rules and standards, including safe arrival and/or return of offenders.
Exelon/ComEd – Oakbrook Terrace, Illinois
05/2011 – 1/2017
Full-Time 40 hours per week
Customer Care Representative
●Assisted customers via phone & with information and troubleshooting for utility support; start new services for residential customers. Start, stop and transfer/move services for existing residential and commercial customers.
●Created service requests daily for other departments when additional support was needed via Customer Interaction Management Software (CIMS) and Asset Suite (AS8).
●Exceeded issue-resolution targets and achieved exemplary customer satisfaction scores, consistently scoring between 90% and 100% on all calls, with taking between 80-100 calls per day.
●Submitted electric outage reports via CIMS and tracked updates via AS8; communicated updates with field employees via AS8 and emails thru outlook and phone to the appropriate department to escalate an issue.
Department of Labor - Chicago, Illinois
07/2009 - 06/2010 (DOL) GS -12
01/2009 - 07/2009 (HeiTech Services, Inc.) Contractor
06/2007 - 12/2008 (CMW & Associates) Contractor
Full-Time 40 hours per week
Immigration Program Analyst
Obtain, analyze and interpret labor market information provided by state workforce services, professional journals, associations, trade unions, colleges and universities, mass layoff reports, labor supply and demand bulletins, and private industry employers.
Review, analyze, and resolve complex and controversial issues which arise out of the processing of foreign labor certification applications for various programs.
Draft reports, research and resolve special problems, articulate conclusions through the issuance of interim and final written decisions and provide input for the preparation of issue papers.
●Review appeal responses, issue proposed final determinations, and prepare applications for administrative and judicial review.
●Consulted as a Subject Matter Expert by other Analysts, Leads and Supervisors. Managed multiple tasks/priorities while maintaining the highest level of quality.
U.S. Postal Services - Chicago, Illinois
08/1994 - 10/1996
Full-Time 40 hours per week
Mail Carrier
Social Security Admin. - Chicago, Illinois
04/1990 - 08/1994
Full-Time 40 hours per week
Record Analysis Clerk
EDUCATION & CERTIFICATIONS:
National Able Network – Chicago, IL 8/2017
●Information Tech. Career Lab – CCENT
Concordia University - River Forest, IL 6/2007
●Master of Teaching: Not completed.
Chicago State University - Chicago, IL 12/2003
●Bachelor of Arts: ECE Completed
TECHNICAL PROFICIENCIES:
●Microsoft Office Application: Word, Outlook & Excel
●Zoom, Google Meet, Microsoft Teams
ORGANIZATIONS & AFFILIATIONS:
Volunteer Alderman Worker
The Order of the Eastern Star
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