Customer Service Quality Assurance

SS

SHARON SULLIVAN

*********@*****.*** 209-***-**** Modesto, CA 95355

Motivated and determined individual who's sees what I can bring to any company in any field to provide growth, transparency, as well as excellent customer or customer growth. Crime Prevention

CCTV Monitoring

Stationary surveillance

Investigation documentation

Identification verification

Document Management

Staff Management

Arrest procedures

Electronic surveillance

Access Control

Complex Problem-Solving

Threat Assessment

Security systems knowledge

Operations Management

Report Writing

Logistics Management

Customer Retention

Performance Improvement

Schedule Management

Inventory Management

Financial Oversight

Sales Tracking

Program Administration

Contract Administration

Department Oversight

Quality Assurance

Revenue Generation

Data Management

Employee Development

Administrative Management

Business Forecasting

Customer Service Management

Data Analysis

Financial Management

Analytical Skills

Management Team Building

Interpersonal Skills

Cost Reduction

Task Prioritization

Employee Relations

Relationship Building

Staff hiring

Route knowledge

Passenger Assistance

Emergency Management

Mechanical Aptitude

Hydraulic systems

Drilling Operations

Safety Procedures

Heavy Machinery Operation

Emergency Response

Electrical Systems

Excellent Communication

Problem-solving abilities

Team Collaboration

Effective Communication

Decision-Making

Team building

Problem-solving aptitude

Active Listening

Teamwork and Collaboration

Self Motivation

Time management abilities

Organizational Skills

Adaptability and Flexibility

Attention to Detail

Pressure monitoring

Continuous Improvement

Reliability

Time Management

Coupling and uncoupling

Professionalism

Interpersonal Communication

Written Communication

Mechanical Troubleshooting

Problem-Solving

Summary

Skills

Bayside Patrol Santa Clara, CA

Security Officer

01/2024 - Current

Checked for safety hazards and took corrective action when necessary. Monitored surveillance cameras and responded to suspicious activity. Conducted regular security patrols of the facility grounds, parking lots, and perimeter areas.

Investigated all reported incidents of theft or vandalism on premises. Enforced access control measures in accordance with established procedures.

Responded to alarms and conducted investigations as required. Maintained accurate logs of all security related activities. Provided escorts for visitors as needed throughout the facility. Allied Universal Security Services

Stockton, CA

Security Officer

04/2023 - 05/2023

SF Bay Area Rapid Transit Oakland, CA

Train Operator

03/2013 - 06/2022

Operated train cars safely and efficiently according to established protocols.

Monitored train operations, ensured adherence to safety regulations, and reported any irregularities or problems to supervisors. Performed daily pre-trip inspections of equipment, including brakes, lights, horns, and couplings.

Assisted passengers with boarding and disembarking from trains in a timely manner.

Communicated with dispatchers via radio regarding arrival times at stations and stops along the route.

Maintained accurate records of on-time performance, delays, passenger counts, cargo weights, fuel consumption levels.

Utilized computer systems for scheduling routes and managing data related to train operations.

Responded quickly to emergency situations such as medical emergencies or mechanical failures by taking appropriate action in accordance with company policies and procedures.

Followed strict schedules while operating trains between designated points in an efficient manner.

Inspected tracks for debris or other obstructions prior to departure from each station stop.

Notified maintenance personnel of any track issues encountered during operation of the train.

Checked signals before departing from each station stop ensuring compliance with signal rules and regulations.

Greeted passengers upon entering the caboose car providing assistance when needed.

Provided customer service support addressing inquiries about fares, destinations, schedules.

Conducted regular announcements throughout the duration of the trip informing passengers of upcoming stops, arrival times. Ensured that all doors were closed securely prior to departure from each station stop.

Stopped the train at designated locations allowing passengers time to board or disembark safely.

Experience

Executed switching maneuvers in order to move railcars into different tracks within rail yards.

Assisted in coupling multiple cars together as well as uncoupling them when necessary.

Drove trains and operated engines and handled mechanical train operations.

Performed train inspections, tests and procedures, completed associated paperwork and identified and documented train equipment defects. Conducted movement of rail cars and overall train and completed or verified air couplings and electrical connections between locomotives. Positioned train at originating station before scheduled departure time and performed switching assignments in cooperation with other departments. Observed and responded to wayside and cab signals. Efficiently coupled, uncoupled and switched railroad cars based on current operational orders.

Drove engines within railroad yards or other establishments to couple, uncouple or switch railroad cars.

Communicated with conductors and other team members to obtain and relay accurate switching information.

Completed scheduled track inspections to spot broken rails, switch malfunctions and other defects.

Kaiser Permanente Modesto, CA

Receptionist Administrator

01/2010 - 03/2013

Greeted visitors and customers warmly, offering refreshments as appropriate.

Answered incoming calls in a professional and polite manner, responding to customer queries or directing them to the relevant department. Organized daily office operations such as filing paperwork, ordering supplies, and setting up meeting spaces.

Maintained reception area cleanliness and tidiness. Managed the distribution of incoming mail, faxes, and packages. Assisted with administrative tasks such as data entry into company databases.

Provided support for executive staff members by scheduling appointments and organizing travel arrangements.

Assisted with coordination of events including booking venues, catering services.

Created spreadsheets to track customer information such as contact details and preferences.

Responded promptly to emails from customers and other departments within the organization.

Developed strong relationships with vendors in order to secure favorable pricing for office supplies.

Coordinated meetings between internal departments and external partners and clients.

Processed invoices using accounting software programs like QuickBooks or Sage 50 Accounting Solutions.

Prepared documents such as reports, memos, letters, contracts, using Microsoft Office Suite applications.

Supported HR team by conducting new hire orientations or onboarding sessions for new employees.

Provided assistance with payroll processing when needed. Maintained an organized filing system for all employee records in compliance with legal regulations.

Scheduled maintenance visits for office equipment such as computers or printers.

Ensured that reception area is kept safe at all times by monitoring security cameras.

Participated in regular training sessions related to customer service best practices.

Adhered to company policies regarding confidentiality of sensitive information.

Answered incoming phone calls, routing to appropriate parties throughout office.

Welcomed visitors and customers by greeting and answering or directing inquiries.

Performed data entry and other administrative tasks to support departments.

Organized files and spreadsheets to simplify staff access or retrieval. Obtained and processed payments from clients for products and services. Wax & Things Aromatherapy Store San

Leandro, CA

Manager/Production Supervisor

01/2004 - 09/2009

Developed and implemented strategies to increase customer satisfaction and loyalty.

Created monthly reports for senior management summarizing operational performance metrics.

Coached, mentored and trained team members in order to improve their job performance.

Conducted regular meetings with staff to discuss progress and identify areas of improvement.

Established processes to ensure efficient workflow throughout the organization.

Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.

Resolved conflicts between employees by providing guidance on company policies and procedures.

Initiated new projects that resulted in increased productivity across all departments.

Maintained up-to-date records of employee attendance, payroll information, vacation requests.

Provided leadership during times of organizational change or crisis situations.

Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.

Implemented new technologies to streamline operations, reduce costs, and improve customer service.

Analyzed customer feedback data to develop action plans for improving services offered.

Developed annual goals for each department based on market trends and competitor analysis.

Collaborated with other departments to ensure timely completion of projects within budget constraints.

Ensured compliance with all applicable laws, regulations, industry standards.

Reviewed contracts before signing them on behalf of the organization. Organized special events such as conferences or training sessions for employees.

Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.

Scheduled interviews for potential candidates and conducted reference checks prior to hire.

Monitored staff performance and addressed issues.

Enforced customer service standards and resolved customer problems to uphold quality service.

Trained employees on additional job positions to maintain coverage of roles.

Exercised good judgment and decision-making in escalating concerns and resolving issues.

Completed thorough opening, closing and shift change functions to maintain operational standards each day.

Assigned tasks to associates to fit skill levels and maximize team performance.

Recruited and hired qualified candidates to fill open positions. Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.

Led team meetings and one-on-one coaching sessions to continuously improve performance.

Federal Express Oakland, CA

Package Handler/Package Sorter

06/2001 - 12/2005

Loaded and unloaded packages from delivery vehicles with manual and powered equipment.

Inspected packages for damages or defects and recorded any issues found. Organized packages according to type, size, destination, and other specifications.

Stacked boxes onto pallets in an efficient manner.

Checked all outgoing shipments to ensure accuracy of contents. Followed safety procedures when operating heavy machinery such as forklifts and pallet jacks.

Transported parcels between loading docks, delivery vehicles, and post office facilities.

Assembled containers or crates for large shipments using hand tools and power tools.

Monitored package deliveries to ensure timely arrivals at destinations. Managed inventory levels by tracking incoming and outgoing packages. Labeled parcels accurately according to company guidelines. Reported any lost or damaged items to supervisors immediately upon discovery.

Ensured compliance with postal regulations regarding hazardous materials handling.

Responded promptly to customer inquiries about shipment status updates. Provided assistance to customers with special shipping needs such as oversized items or fragile cargo.

Utilized computer systems for tracking orders, printing labels, and preparing reports.

Collaborated with team members on tasks such as sorting mail into designated bins.

Maintained a clean work environment by removing debris from the loading dock area.

Assisted in training new employees on package handling processes. Scanned and sorted packages according to destinations and service type using handheld scanner.

Sorted packages to appropriate slide, line or belt for final distribution. Assisted in loading delivery trucks with prepared packages. Resolved conveyor system issues by clearing jams and blockages. Loaded completed orders on pallets according to delivery numbers. Examined and inspected containers, materials and products to meet packing specifications.

Picked products using RF scanner to fill orders.

Tracked parcel movement using hand-held scanners and daily production sheets to keep records accurate.

San Leandro High School San Leandro, CA

High School Diploma

06/2000

Education and Training

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