Customer Service
Resume:
OC
Resume’
Dolores Hess
Mesa, Arizona, 85210
**********@*****.***
Skills:
Microsoft office, SRM, Oracle, Peoplesoft, Osiris, Citrix, Agile, Salesforce, google hangouts and other software packages. Genesys and other custom phone and records management systems. prior certified industrial X-Ray technician, electronics builds including chasy wiring, PC board assembly, semiconductor chip assembly. QA and document control management, technical writing of process and procedures for semiconductor manufacturing, team building and leadership, customer support, health care support and customer relations, front office management, production scheduling, finance support, inbound and outbound call center experience including headphones, e-mail and chat, and Military departmental support. Profile on LinkedIn.
Type: Approximately 50 WPM
Special Skills:
ISO9000-9004, ANSI, ASQC and DoD and Military Standards, Prior Secret Security Clearance, Prior Certified Industrial X-Ray Technician, Prior Nasa Certified Soldering Operator, HIPPA compliance knowledge, knowledge of ICD-9 billing codes. Manage document control development and finish QA operations in 3 semiconductor companies. Set up document control and finish QA operations in 3 semiconductor companies, Institute a data structure for vendor tracking, internal QA audit program development, QA training and certification program, Interface with offshore manufacturing and procurement.
Education:
Master of Arts in Innovative Leadership, Western International (2008-2011)
Bachelor of Science in Business Management, Western International University (2002-2007)
Certificate in Real Estate, Mesa Community College (2014)
Certificate in Contract Writing, Mesa Community College (2014)
Certificate in Small Business and Entrepreneurship, University of Phoenix (2015)
Certificate in Journalism, University of Phoenix (2015)
Certificate in Operations Management, University of Phoenix (2018)
Pending Certificate in Supply Chain Management – 1 class left.
Studying for Property and Casualty Insurance licensing
Employment History:
Employer: Adecco Temp to Factor 01-2025- Present
Position: Busser
Responsibilities: Bus and clean trays from food preparation. Prepare gowns for food preparation and ensure that there are consistent supplies to ensure that participants have gowns, booties, hoods and other supplies needed for the hygienic preparation of fresh food being processed.
Reason for seeking other employment: I’m driving to Goodyear from Mesa during employment which is an excessive trip of approximately 80 miles per day. I’m seeking employment closer to home and with rising costs in gasoline and other costs, seeking something that is nearer my home in Mesa, Arizona.
Employer: MDS Communications (Aug 15, 2023- October 31, 2024
Position: CS2/CS3
Responsibilities: Solicit donations from donors for charitable causes. Primarily outbound cold calling of over 100 calls per day to potential donors for charities. Receive inbound calls from donors who are calling back into the facility on missed calls. Introduce charity to the donor explaining the cause and how the charity is distributed and explain the impact that the charity has on the client. Some of the clients were Save the children, Heffer International, Jewish Voice Ministries, International Fellowship of Christians and Jews, American Cancer Society, Wounded Warrior.
Reason for leaving: Secured a position with Amazon but the background check did not clear in time for my start up date of 11/18 due to some type of technical issue on the part of Accurate the background proprietor. The background check cleared 2 days after my proposed start date, and they closed the position at Amazon before I could start.
Gap in employment due to gall bladder surgery and complication of gall stone
Employer: NextCare Urgent care (02/02/2022 – 04/29/2023) contract to hire
Position: Customer Care Rep
Responsibilities: Schedule Dr. appointments, answer inquiries about client records and schedule Dr./office call backs on private record information. Comply with HIPPA verification processes and answer inquiries on specialized workman’s comp patients. Route employers and claims representatives to appropriate internal workman’s comp representative for assistance with coordination of services. Assist employers with scheduling on DOT physicals and review clinics for schedule availability. (Call volume minimum of inbound calls daily, met call availability of > 85% and call handling of 4 minutes or less, handle 100-120 calls daily.
Reason for leaving: Layoff due to reorganization.
Employer: Cognizant Technologies/Waymo (Aug 2021 to 02/01/2022)
Position: Business Analyst / Customer Service
Responsibilities: Assist customers with issues concerning driverless cars with Waymo who is converting to driverless rider vehicles. Analyze car issues and assist drivers with stalled autos, crashes, and routing issues for Waymo conversion from Driven cars to driverless cars. Contact the rider on any policy issues and on safety concerns for rider support. Ensure that children were appropriately fastened in child seats to ensure child safety. Approximately 80 calls to drivers who were experiencing driver issues. Handled through a video and telecommuting software directly to the driverless car. Able to communicate with the car on any stop/fail issues.
Reason for leaving: Secured another position in healthcare.
Employer: J-curve Technologies (May 2021-July 2021)
2-month contract for Turo Ride Sharing
Responsibilities: Check in and out cars and review for damages on return. Report any damages to billing for bill to the client.
Reason for leaving: Not a good fit
Employer: (August 2020 May2021): A Line contract to Willis Towers Watson
Position: Health Care Enrollment
Responsibilities: Customer Service Rep - enroll Amazon employees in health care programs and route inquiries to respective departments such as the Employee line, carrier line and administration.
Employer: Ttec, (Teletec Communications), HealthyPaws Phoenix (Nov 2019 to August 2020)
Position: Account Specialist
Responsibilities: Account Management in response to Online enrollment for insurance of pets, including benefits, quoting, pricing, and billing
Reason for leaving: Position closer to home
Temp Employer: Astravo Online Academy (Oct 2019 –Nov 2019 temporary position
Position: Student Advisor
Responsibilities: Enroll K-12 in 5 online schools in Colorado and Arizona including Colorado Virtual Academy, Astravo – Colorado, Astravo - Arizona Freedom Learning, and Colorado Digital Academy. Call 150-250 parents/guardians daily to schedule online learning and submit e-mail correspondence on classes in both Arizona and Colorado.
Reason for leaving: Contract ended
Gap in employment: Eye surgery in September 2019 small gap in work history
Employer: Ttec, (Teletec Communications), Phoenix
Position: Customer Care Representative for Verizon wireless (April 2019-Aug 2019)
Responsibilities: Customer service rep - troubleshooting device issues and supporting customer inquiries on phone billing, payments and account issues in an inbound call center environment. Inbound calls of approximately 30-40 daily.
Reason for leaving: Position closer to home
Employer: Eastridge staffing contract to Dexcom 02/1/19-04/15/19)
Position: Final visual inspection and kitting of continuous diabetic monitors
Responsibilities: Final inspection and package to kits of DEXCOM diabetic monitors, including final visual inspection of continuous monitors, packing, boxing and labeling for shipment.
Reason for leaving: This was a temporary contract position and salary was extremely low
Employer: University of Phoenix, 2006-November 29, 2018
Position: Military Certified Finance Advisor/Consumer Finance Advisor
Responsibilities: Assist military veterans, active military, and DoD students with their military benefits for tuition costs at the University. Assist Associates, (Bachelor’s, Master’s, and Doctoral Students) with financial aid or finance options. Assist with financial aid document collection needed to ensure students can acquire VA and financial aid benefits in a timely manner. Manage multiple student records and accounts for accuracy, 60-80 transactions daily. Collect on delinquent accounts. Coordinate VA benefit structures and consumer financial aid benefits with Academics and internal VA departments to ensure that student financials are not negatively impacted throughout their program and through scheduling. Inbound and outbound calling, email and chat supported students through the financial process from start to completion of their academic program.
Reason for leaving: Full reorganization of the facility
Employer: Apria Healthcare, 2005-2006
Position: Customer Relations durable equipment
Responsibilities: Assist clients with durable equipment needs such as oxygen, cpap, bipap, walkers, canes, and wheelchairs, inbound call respondent to client needs.
Reason for leaving: Tuition support by joining University of Phoenix
Employer: Varian Electronics, 2004-2005
Position: Inside Sales, box build, sales and purchasing
Responsibilities: Manage book to bill on specific accounts such as Honeywell, with tracking and interface on purchasing requirements. Interface with purchasing to see that the customer requirements were met, and product was built to written product specifications. Manage customer accounts, produce sales reports for management review and new product acquisition. Manage 3-5 business accounts.
Reason for leaving: Reorganization
Employer: NTK Technical Ceramics, 2002-2004
Position: Front Office Support and Scheduling of Semiconductor packaging such as ball grid, through hole, and surface mount packaging.
Responsibilities: All front office responsibilities such as reporting, typing, copying as well as brochure layout for package marketing. Schedule work to the manufacturer and track the work through work in process through shipment and billing, Book to bill reporting
Reason for leaving: Obtained a better opportunity offered
Employer: Silicon Storage Technology: Manager Document Control and Finish Operations 1994-2002
Responsibilities: Start up semiconductor manufacturing. Technical Writing of Processes and Procedures in accordance with Military, ANSI and ISO standards. Manage 5 people: 3 in Document Control and 2 in Finish QA Operations, Qualify Vendors, and Manage QA finish and test operations for semiconductors devices.
Reason for leaving: Moved to Arizona to spend more time with my dependent children
Prior Job skills/experience: Sixteen (16) years in semiconductor industry, worked for SEEQ Technology, Catalyst Semiconductor and Silicon Storage Technology as QA supervisor of Document Control and QA finish operations. Watkins – Johnson QA, R and D planner/scheduler for solid state manufacturing.
Other Job experience: Electronics board and chassis assembly, test tech for oscillators, and filters, inbound and outbound call center rep, project scheduler for R and D devices (Watkins Johnson), x-ray tech for relay systems of the F-111 fighter and Lunar Excursion Modules (Ducommun: Explosive Technology) Manager of QA and Document Control operations in semiconductors (as specified in this resume’), and part time cashier for retail sales. (Valero Petroleum Products).
Professional Organizations:
Cambridge Who’s Who, National Dean’s List, Honor Society.
Additional References provided on Request
Contact this candidate