Quality Control Analyst/Instructor

Jennifer Hauff ***** Steppington Drive, Apt. **** Dallas, TX 75230

319-***-**** ********@*****.*** www.linkedin.com/in/jenhauff SUMMARY: Highly motivated and results-oriented professional with extensive experience in quality assurance, training, office management, team leadership, and community outreach. Proven ability to analyze information, identify trends, and develop effective solutions. Adept at building strong relationships, fostering collaboration, and providing exceptional customer service. Passionate about leveraging technology and AI to improve efficiency and drive positive outcomes.

EXPERIENCE

Quality Analyst/Instructor ITCON Dallas, TX April 2024 – Present

* Recognized by leadership for instructional excellence and selected to represent the team in a high-visibility client engagement by delivering a comprehensive training program for new hires.

* Conducted over 100 hours of virtual instructor-led training for 300+ new hires, providing program overviews, software demonstrations, and guidance on navigating key resources to ensure operational readiness.

* Facilitate interactive QA sessions and real-time troubleshooting to ensure participant engagement and clarity on program categories and customer interaction workflows.

* Developed and distributed over 90 individual Quality Assurance bulletins for agents, utilizing video and written formats to enhance understanding and performance.

* Mentor colleagues by providing ongoing support, coaching agents, and evaluating calls to ensure high-quality performance and foster continuous improvement. Office Manager RNS Products Dallas, TX September 2023 – April 2024

* Managed all aspects of daily business operations, including finances, customer service, and sales.

* Obtained necessary business certifications by gathering legal documents and coordinating building repairs to meet code requirements.

* Performed onboarding and trained new employees in packaging and registering the sale of wildlife removal products across multiple online platforms (Shopify, Walmart, Amazon).

* Developed a database of 1200 companies and sales representatives for future business development.

Team Lead General Dynamics Information Technology (GDIT) Keokuk, IA September 2021 – April 2023

* Provided compassionate support and assistance to individuals navigating challenging life circumstances while accessing internal systems and procedures for data entry.

* Validated documentation, identified inconsistencies, and communicated with external parties

(companies, contractors, applicants) to ensure accurate case reviews.

* Successfully de-escalated complex situations and identified root causes of issues while handling supervisor callback requests.

Co-Site Coordinator/Tax Preparer United Way of the Great River Region Keokuk, IA January 2019 – April 2023

* Coordinated the setup of a temporary tax preparation site and assisted with client intake.

* Became a certified VITA tax preparer (IRS Publication 4012) and conducted client interviews to gather financial information and determine appropriate tax documentation.

* Reviewed and explained tax returns to clients, ensuring their understanding of the tax system.

* Prepared over 125 tax returns as a paid staff member (2019, 2020) and volunteer (2021, 2022, 2023).

Administrative Assistant Taske Force Keokuk, IA July 1999 – August 2019

* Performed a variety of administrative tasks, including processing payments, generating invoices, managing inventory, and maintaining office operations.

* Managed payroll for multiple companies, calculated wages and deductions, and reconciled accounts.

* Scheduled deliveries, coordinated with subcontractors, and developed a safety manual in compliance with OSHA standards.

EDUCATION

Southeastern Community College, Keokuk, IA Associate of Applied Science, Criminal Justice 2006 GPA: 3.55 Phi Theta Kappa Honor Society CERTIFICATIONS

Google Prompting Essentials March 2025

* Acquired a practical framework for crafting effective prompts, which includes task definition, context setting, reference usage, and iterative evaluation. Learned to apply multimodal strategies, maintain a human-in-the-loop approach, and refine prompts to address AI limitations and ethical concerns. Developed responsible prompting practices by recognizing bias, evaluating outputs, and mitigating risks to ensure high-quality results. Adobe Generative AI Content Creation February 2025

* Explored AI-driven content creation using Adobe Firefly and Express: video, image, & social media templates. Discovered how to view metadata to determine if an image has been altered. Google AI Essentials February 2025

* Certified in Generative AI: Proficient in crafting effective prompts for content generation, summarization, and tagline creation. Understand responsible AI principles and methods for identifying bias. Equipped to adapt to the latest AI developments. SKILLS

AI Systems Prompt Engineering Adobe Express Adobe Firefly Microsoft 365 Google Workspace Quickbooks Legal/Medical Terminology Compliance Teamwork Leadership Public Speaking Data Entry Research Tax Preparation Customer Service Root Cause Analysis Virtual Instructor-Led Training Communication (Written & Verbal) VOLUNTEER EXPERIENCE

Community Outreach November 2010 – Present

* Founded and managed an annual Thanksgiving meal program for individuals in need, serving over two dozen guests annually.

* Provided meals to a local warming center during winter months, supporting individuals experiencing homelessness.

* Offered resume and job search assistance to women in crisis, connecting them with resources for shelter, legal aid, and eviction prevention.

Course Instructor Keokuk Public Library January 2020

* Developed and led educational workshops on new voting laws and the Iowa Caucus process, resulting in increased voter registration and community engagement. Featured in local news and an international documentary.

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