Customer Service Quality Assurance
Resume:
Jennifer Y. Hawk
*** ********* ****, **********. **. 39817
**************@*****.***
Summary
Highly enthusiastic customer service and administrative professional with ten years of client interface experience, performing in results-driven positions, such as a Quality Assurance Technician, Workflow Coordinator, and Process Lead,
Interacted with 100 + associates to ensure client deliverables are met and provide quality feedback.
Provided required weekly, monthly, and quarterly reports listing sales figures and client track records.
Administrative Support positions with proven abilities to establish rapport with clients and personnel.
Hardworking and dedicated to maintaining customer satisfaction and contributing to company success.
Skills
Active listening skills Microsoft Office Suite
Creative problem-solving Organizational Skills
Adaptive team player Microsoft PowerPoint
Opening/closing procedures Lotus Note
Shipping
Packing
Warehouse management
Knowledge of packing machines
MS Office
Word
Excel
Customer service
Billing
Education
Currently Enrolled – Capella University, 2015 – Information Technology – Bachelor of Science Degree Program - Minneapolis, MN, USA
Healthcare Information Systems, University of Phoenix – 2009, Columbus, GA, USA
Associate of Applied Science: Business Administration, 2008 Troy State University - Columbus, GA, USA
Spencer High School - Columbus, GA, USA, 1999
Professional Experience
Level 5 Interior / Home or Away, Inc. - Columbus, GA July 2015 - October 2022
Human Resource Assistant / Quality Assurance Packaging Administrative
Lean Six Sigma Certification Yellow & Green Belt
Schedules conferences by reserving facilities at local hotels and restaurants.
Makes photocopies, faxes documents, and performs other clerical functions.
Files papers and documents into appropriate employee files.
Assists or prepares correspondence.
Prepares new employee files.
Processes mail
Banking delivery of daily deposits
Transactions handling of employee funds for course renewal (CNA, PCA, LPN, RNs, and admin staff)
ICD 10 Billing to Medicare and Medicaid
State audit preparation by QA audits on all employee files notifying them of missing information.
maintain, update, and publish standards, templates, and label solutions. The role will work closely with product engineering, logistics execution, and production execution.
Performs customer service functions by answering employee requests and questions.
Inspecting packages to ensure they are not damaged.
Inspecting shipping containers to ensure they meet shipping regulations.
Patient Care
Assembling daily orders by shipping location or any other shipping categories
Keeping records of packages including delivery notes, invoices, etc.
Filling out packing and order forms with the relevant shipping information
Sealing shipping containers and labeling them appropriately
Cleaning shipping containers and other shipping supplies
Reconciles the benefits statements.
Schedules conferences by reserving facilities at local hotels and restaurants.
Makes photocopies, faxes documents, and performs other clerical functions.
Files papers and documents into appropriate employee files.
Assists or prepares correspondence.
Prepares new employee files.
Processes mail.
First Data Corporation REMITCO Remittance Center - Columbus, GA July 2008 - December 2014
Quality Assurance Technician / Material Handler
Performed inspections and audits using documented procedures, detecting, identifying, and reporting incidents of non-conformance.
Investigated and analyzed the scope of defects as required.
Create a production schedule for packaging.
The packaging team leader will work with other brewing team leaders to create a schedule for the packaging of brewery products.
Monitor packaging and warehouse operations.
They must oversee the packaging process and ensure it runs smoothly. That includes tasks like operating the filling line, loading stock, forming cartons, palletizing, kegging, and labeling. They will also ensure the packaged product makes it safely to the warehouse or distribution center.
Ensure quality control processes are completed.
The packaging team leader will ensure QC processes are correctly implemented and that quality is maintained throughout the packaging process.
Manage raw materials and liaise with suppliers.
Ensure the brewery has the raw materials necessary to complete the packaging process on time.
Maintain the packaging production line.
They must ensure the packaging production line remains in good working order. The packaging team leader will also schedule equipment maintenance, organize repairs, and plan the purchase of new equipment.
Documented defects found during QA inspections and audits into the Recurring Payment Defect Notification Database.
Entered defects tracking on an Excel speed sheet, notifying the manager promptly. Performed proper pass down by communicating current operations and/or quality issues to oncoming quality staff.
Complied and displayed data accurately, in a clear and understanding manner.
First Data Cooperation - REMITCO - Columbus, GA February 2005 - November 2008
Workflow Coordinator (Lead)
Lead work coordinator for mail room operations; organized, monitored, processed and prioritized the workflow of incoming mail based on the mail volume.
Electronically processed payments for large for contract accounts, such as, Sprint, AT&T, and Capitol One.
Reconciled customer accounts. Conducted problem-solving and analysis to resolve day-to- day operation issues
Conducted weekly audits and provided quality feedback to mail room associates, ensuring compliance with procedures.
Performing packing operations in accordance with time, quality and quantity targets
Loading packing machines with packing materials (e.g. cans, boxes, bags, containers, wrapping etc)
Supervising the packing process and monitoring individual machines
Compiled statistical operational reports and presented to upper management Communicated with engineers to
Check maintenance status and ensured the proper care of operating machines.
Assisted the Operations Supervisor with coordination and evaluations of training for new hire.
Worked with other team member across the network, successfully completing payment processing in a timely manner.
Supervised a crew of 25-35 associates Managed Productivity of all associates on a daily basis.
Monitored and input daily work hours of all associates.
First Data Corporation - REMITCO - Columbus, GA July 2004 - February 2005
Process Lead Worker
Assisted the workflow coordinator with the coordination, distribution, sorting, and proper allocation of incoming clients.
Logged and tracked reports; gathering MIS reporting items for Supervisor evaluation of production and quality results.
Assisted the workflow coordinator in the training of the mail room operators or backup process lead workers
Collected, sorted, and distributed payments processed by Associates and submit to the control desk.
Ordered and maintained appropriate level of supplies for the mail room.
Provided necessary backup for all mail opening functions (MPS30, 150IEM, Opex 51) to include lunch and breaks.
Maintained database on client requirements and process changes to avoid quality impact.
Russell Corporation - Columbus, GA March 2003 - July 2004
Shipping Expeditor / Material Handler 2
Communicated and analyze daily load summary reports with upper management and leads to improve shipping integrity.
Ensured customer orders were shipped in a timely matter and operated routing of UPS, RPS, FedEx, or Southeastern Freight.
Knowledgeable of warehouse distribution systems such as Zodiac, Experia, and Mocha TPX.
Responsible for picking, packing, and scanning out merchandise so that it may be transferred to customers, as well as other Russell warehouses.
Operated warehouse machinery (licensed to operate forklift and man-up-crown order picker, etc.) Inspected outgoing shipments to verify accuracy of shipment.
Auditor for quality control.
West Central Regional Hospital - Columbus, GA February 2001 - June 2002
Health Service Technician
Provided patient care to MR patients to include personal support duties, which included feeding, bathing, assisting with clothing and daily activities.
Assisted all units assigned with patient care Recorded and maintained data on patients care Transported patients to and from appointments.
Scheduled routine doctor appointments for patients as needed.
TSYS - Total Solutions, Inc. – Citibank - Columbus, GA August 1999 - February 2001
Customer Service Representative
Answered telephone lines and handled customer complaints.
Maintained a pleasant, professional demeanor at all times when communicating with clients.
Assisted customers in resolving inquiries or discrepancies concerning their bankcard accounts.
Posted and speed- pay balance transfers to customer accounts.
Referred calls to appropriate account specialist when customer required expert representation.
Followed through with each individual customer request, inquiry, plan, in order to maintain quality Customer service and ensure that the customer service and to ensure their needs are met.
Prepared daily bank deposits and shift change drawer.
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