Customer Service Quality Assurance

FRANCISCO POINTDUJOUR

***** ******* **** *****, *********, North Carolina 28278

Mobile: 704-***-****

Email: *.***********@*****.***

SUMMARY OF QUALIFICATIONS

Customer Service Professional with a diverse background emphasizing service and quality assurance. Seeking a position where I can contribute to the overall mission and goals of the organization, while leading others to success and enhancing my skills. Expertise includes:

ISO 9001: 2000 Certification

Background in Internal Auditing

Fingerprinting Techniques

Quality Management

Analytical Skills

Customer Service and Sales

Owner of a small Carpet Cleaning & Janitorial Services since 2010 Strong skills in handling sensitive situations and resolving difficult problems. Reputation for appropriate handling of confidential records and reports. TRAINING

Department of Homeland Security: Agency of Citizenship & Immigration Service

Job-Related Certification, Certificates of Completion, and Security Clearance:

T-2 Security Clearance granted by the Department of Justice-NACI (12/02

– 08/03) Washington, DC

Certification ISO 9001: 2000 – Three Day Internal Auditor Training

(05/08/03) Key West, FL

Naturalization Quality Procedure 4 Training (NQP4) (03/31/03) Arlington, VA

Quality Management System Training, (05/03/03) Arlington, VA Professional Experience and Accomplishments

JP Morgan Chase – Charlotte, NC 2004 - 2009

Shipper/Post Closer

Received daily closed files from mail intake

Merged closed files packages with closed credit files

Followed up with attorneys for missing closed files

Stacked closing docs in order for NPC and requested any missing docs from attorney

Reviewed note, POA (if applicable) and filled out check sheet

Reviewed for Opt out forms and appraisal requests to be submitted to management

Logged via Ship track all files being sent to post closing

Logged all trailing docs via Ship track sent to post closing

Helped request documentation/files from post closing as needed by the branch Andrulis/DRC Corporation – Vienna, VA/Charlotte, NC 2004 Quality Assurance Analyst-Responsibilities included determining whether Citizens and Immigration Services practices are in compliance with established CIS policies and procedures. Followed up by writing and submitting all Official Reports to Washington, D.C. Headquarters. Served as point of contact between Review Team, CIS management staffs and any other government officials.

Vinnell Corporation/Northrop Grumman – Charlotte, NC 12/2003-03/2004 On-Call Fingerprint Tech

Performed fingerprinting and classification of clients/immigrants from all over the world to ensure they met citizenship policies

Extensive contact with clients to resolve various issues

Responded and resolved customers’ inquiries, complaints, and concerns

Traveled nationwide filling in as an ASC Fingerprint Tech at various immigration sites

United States Postal Service – Charlotte, NC 04/2001-01/2002 Rural Carrier

Organized and sorted mail

Delivered mails and picked up out going parcels

Smartage.com Corporation – Charlotte, NC 12/1999-09/2000 Customer Care French Associate

Interacted with customers regarding their web pages, via e-mails and phones. Created and maintained current accounts while increasing growth sales to 25-35%. Recaptured many profitable clients by selling new valuable products to enhance their websites. New and recaptured sales resulted: sales growth from $1 to 3 million in revenue.

Watch Tower & Bible Tract Society – Nassau, Bahamas 02/1993- 04/1999

Foreign Missionary

Implemented and organized congregation meetings and conventions. Provided instructions and training. Educated people on how to elevate their lives. Maintained confidential records and reports. Helped in other areas, such as interpreting documents from Haitian Creole to English.

State Street Bank & Trust Company – New York, NY 06/1984-01/1993 Senior Account Administrator

Worked closely with clients assuring that their securities, such as commercial papers, certificate of deposits, maturing coupons, bond and tax anticipation notes, be delivered to various banks located through out the country on a daily basis. Provided training for new employees.

Skills

Microsoft Office Application-- Internet

Foreign language: French and Haitian Creole

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