Carol L. Hall

*** ****** ******, *** ******, Mi *8165

Cell: 248-***-**** Email ID: adwnxf@r.postjobfree.com

Summary:

Dedicated and Technically skilled Business Professional with a versatile administrative and quality support skill set developed through experience. Offer advanced computer skills in MS Office Software along with other applications / systems. Strong attention to detail, the ability to learn quickly and a strong customer service skill set.

Skills:

Provide technical support and training for Excel (including macros), PowerPoint, MS Word, Lotus, WordPerfect, ABC FlowCharter, Visio, Outlook, Microsoft Publisher, Customer Center Measures (CCM), Quick Books, PeopleSoft and some Statistical Process Control (SPC). Utilized and trained on HTML, Photoshop, MS Project and MS Access. Developed and analyzed performance measurements at all levels. Utilized these tools to provide analysis, recommendations and project plans to improve overall customer service and company measurements.

Career Experience:

WORKFORCE HIATUS – 02/2015 – Present

Took brief hiatus from the workforce in order to address medical concern.

Now eager and ready to return to a career

Hogan Baptist Church/Preschool – Jacksonville, Florida 10/2013 – 02\2015

Office Manager

Payroll for both church and preschool

Strong attention to detail.

QuickBooks reports and entered accounts payable and receivables

Reconciled bank statements

WALMART CORPORATION – Orange Park, Florida 10/2010 – Present

Customer Service / Cashier / Stocking Inventory Associate

Assisting customers to resolve issues and meeting their needs. Organizing and stocking shelves according to the company’s policies and procedures. Ordering supplies to meet customer demands.

EXPORT CORPORATION – Brighton, Michigan 6/2007 – 11/2008

Account Rep. / Customer Service / Administrative Support

Accounting / Administrative support including but not limited to: customer service, invoicing,

Receiving, data entry, filing, typing, handling accounts, and ad-hoc reports. Utilize internal software along with many others.

OFFICETEAM – Ann Arbor, Michigan 8/2004 – 6/2007

Secretarial / Administrative Support / Reports

Administrative support including but not limited to: data entry, filing, typing, switchboard, word processing, publications, databases, ad-hoc reports and spreadsheet development. Posting payments, calculating payroll, expenses and check requests, and logging payments.

CONVERGYS – Jacksonville, Florida 9/15/2000 – 8/2003

HR Assistant Manager / Quality Report Specialist, 2/2002-8/2003

Communicate and train customers regarding Headcount and Attrition information for entire company.

Created ad-hoc reports and presentations as needed for various types of information.

Manage reports and system that communicated headcount and attrition information. Reports gathered daily, weekly and monthly results.

Train customers on new and existing reports. Trouble-shoot and test new reports for system reporting.

Research employee issues regarding pay, benefits, vacation and etc.

Put together Monthly binders regarding companies Headcount and Attrition. Distributed company.

Report Manager / Quality Specialist, 9/15/00-2/2002

Managed a team of quality control specialist’s which measure daily results for sales and Save Desk customers interested in the Wireless Project.

Strived to identify and communicate opportunities for improvement and overall awareness around quality. Identified opportunities to automate reporting and quality information.

Managed a team of report specialist’s which gathered daily, weekly and monthly results.

Prepared reporting structures and run accurate reports on key metrics of the business.

Trouble-shoot for reporting and system problems and identifying areas of improvement.

CITIBANK/AT&T UNIVERSAL CARD SERVICES – Jacksonville, Florida 3/1990 - 9/14/2000

Process Support Analyst/Quality Manager, 1997- 9/2000

Managed a team of 14 – 18 quality control specialist which measured daily results for inbound consumer credit card and direct billed card (DBC) customer’s inquiries

Responsible for monitoring, reviewing and evaluating incoming calls for accuracy and the interaction between the customer and the associate.

Identified and supported process improvement strategies through statistical analysis methods including control charts, identifying trends, pareto charts, interpreting data, and analysis.

Responsible for gathering data, approving, and implementing measurements to identify gaps and to improve the overall process.

Process Support Specialist, 1995-1997

System administrator for Customer Center Measures (CCM) database utilizing SQL and Lightship applications.

Report 128 daily, weekly, and monthly company quality indicators.

Facilitate and serve as a member on the Measurement Review Committee to gather data, approve, and implement measurements framework and methods.

MIS/ Reports Analyst, 1994-1995

Administered Quality Information System (QIS) that collected 120+ daily quality indicators.

Provided data aggregations and analysis for multiple departments.

Redesigned and provided daily MIS for the Corporate Quality Organization.

Assisted Process Engineering Team in the development and deployment of Statistical Process Control.

Gathered quality related information for Chairman’s Quality Award (CQA) application and site visits.

Marketing Quality Analyst, 1993-1994

Measured quality performance daily, weekly, and monthly for vendor organizations.

Identified and analyzed process breakdowns and initiated resolutions.

Assisted Process Engineering Team in the development and deployment of SPC.

Information and Technology Service Quality Analyst, 1992-1993

Measured quality performance daily, weekly, and monthly.

Identified and analyzed process breakdowns and initiated resolutions.

Facilitated process performance reviews.

Gathered quality related information for Malcolm Baldrige Award and Chairman’s Quality Award (CQA) applications and site visits. – Building charts and information for awards.

MIS/ Reports Analyst, 1991-1992

Designed, implemented, and maintained daily Quality reporting for all UCS departments.

Ability to utilize charts and graphs, and monthly time tracking for the quality process.

Prepared visual presentations and storage for daily reliability measurements using data Ease.

Quality Analyst, 1990-1991

Cofounder of UCS Quality Measurement System (QIS) which reported and trended 120 performance indicators.

Aggregated daily quality in QIS and produced company wide reports on a daily basis.

Provided daily quality assurance checks on payment processing.

Received two departmental awards; Commitment Award and Quality Award.

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