Project Coordinator Customer Service

Mary Ann Kiger

304-***-**** ***********@*****.*** South Point, OH 45680

SUMMARY

Quality Assurance Project Coordinator/ Workspace Supervisor with experience increasing overall goals on programs, quality and basic business productivity. QA standards. Focused, determined and comfortable completing multiple tasks in fast-paced environment. Excellent coaching and mentoring skills.

SKILLS

•Staff Supervision

•Complex Problem Solving

•Quality Review (New hires at thier 1 month point and then every year after that)

•Employee Training

•Team Collaboration

•Customer Service

•Leadership Proficiency

•Attention to Detail

•Critical Thinking

•Strong Work Ethic

•Effective Multitasking

•Time Management

•Organizational Skills

•Active Listening

•Friendly, Positive Attitude

•Profeccient in MS Office

EXPERIENCE

Quality Assurance Project Coordinator, InfoCision Management Corporation, August 2006-Current

South Point, Ohio

•Monitor and coach on bad behaviors to teach the employee the correct way and gave them tips and tricks on how to be successful

•Designed PIP (Performance Improvement Plans) goals for underperforming employees that are not meeting company results.Performed follow-up evaluations to the performance improvement plans every week and to coach and assistas needed throughout the week.

•Conducted training for small 20 person group on how to trouble shoot audio issues and follow directions on how to resolve the issues. We want to ensure the calls going out and coming in to meet client expectations.

•Followed all rules and expectations of the company.

•As a Workspace Supervisor, I proved the hours of work needed throughout the day, managed the program based on results and provided recommendations for improvements to systems and procedures for increased performance and productivity.

•Kept records of quality reports, incident sheets and coaching confidenial and secure for HR purposes.

•Supervised 100+ people (when we went to a Virtual Company) and also while I was a workspace supervisor.

•Established product specifications and quality assurance practices.

•Collaborated with other team members to perform internal QA audits.

•Trained and led staff on proper QA standards.

•Created report formats for distribution, standardizing quality control metrics around consistent, measurable guideposts.

•Led staff education efforts on quality assurance (QA) and quality management policies, improving production outcomes.

EDUCATION AND TRAINING

Bachelor of Science

Business, Kaplan University, Davenport, IA May 2005

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