Customer Service Quality Control

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

319-***-**** ********@*****.*** www.linkedin.com/in/jenhauff SUMMARY

My career has been defined by a deep commitment to customer service and a proven ability to lead and train others to achieve exceptional results. My professional history, from my early career in retail to my current role, has consistently focused on a customer-centric approach that balances business objectives with human needs.

EXPERIENCE

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

* Recognized by leadership for instructional excellence, becoming one of the first contractors to train new hires for the client in that line of business. This includes conducting over 100 hours of virtual, instructor-led training covering program overviews, software demonstrations, and key resource navigation to prepare new hires for operational readiness.

* Provides ongoing guidance and support to colleagues by assessing calls to maintain quality standards and facilitating interactive QA sessions.

* Demonstrates proactive leadership by identifying trends, developing the syllabus for interactive QA sessions, and collaborating with the Quality Control team to raise agent passing rates from 58% to 97%.

* Leverages strong research and root cause analysis skills to dissect large documents, including SOPs and legal code, providing clear, concise, and cited guidance to supervisors and colleagues.

* Creates and distributes Quality Assurance bulletins in video and written formats to immediately update teams on new guidance and enhance understanding and performance. Office Manager RNS Products Dallas, TX September 2023 – April 2024

* Spearheaded all aspects of the business launch, securing the necessary certificate of occupancy by navigating city guidelines and managing contractors to bring the building up to code.

* Managed 16 weeks of sole responsibility for daily business operations, including finances, customer service, and sales, while the owner was away.

* Streamlined employee onboarding and training, instructing new hires in product packaging and registering transactions across multiple e-commerce platforms like Shopify, Walmart, and Amazon.

* Drove business development initiatives by creating a database of 1,200 companies and sales representatives for future outreach and growth.

* Coordinated the entire office setup, from assembling furniture and hanging signs to designing and ordering promotional materials and business cards. Team Lead General Dynamics Information Technology (GDIT) Keokuk, IA September 2021 – April 2023

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

* Validated documentation and communicated with external parties (companies, contractors, applicants) to ensure accurate case reviews.

* Successfully de-escalated complex situations and found the root cause 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 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.

* Completed 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.

* Oversaw 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 2002 - 2006 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 guarantee high-quality results. Adobe Generative AI Content Creation February 2025 Explored AI-driven content 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 Written/Verbal Communication CRM Databases VOLUNTEER EXPERIENCE

Community Outreach November 2010 – November 2022

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

* Cooked and delivered meals to a local warming center during the winter months, supporting people 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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