Quality Assurance Customer Service
Resume:
JULIE G. BERNARD-LAPLANCHE
**** ********** ****, ****, ** 46123
317-***-**** ️ *.********@*******.***
PROFESSIONAL SUMMARY
Results-driven administrative and customer service professional with extensive experience in client support, quality assurance, and office operations. Proficient in Microsoft Word, Excel, and Outlook, with a strong ability to manage multiple priorities, communicate effectively, and maintain confidentiality. Passionate about delivering exceptional service and optimizing workflow efficiency.
PROFESSIONAL EXPERIENCE
Sedgwick – Indianapolis, IN
Client Services Support Coordinator Dec 2023 – Jan 2025
Supported account managers in handling multiple client accounts.
Maintained confidentiality while ensuring compliance with company policies.
Monitored recall activity and provided accurate reporting.
Managed administrative tasks, including data entry and correspondence.
Quality Assurance/Call Center Representative (Kelly Services) Jan 2022 – Dec 2023
Evaluated customer interactions and provided feedback for process improvement.
Led calibration sessions and compliance monitoring.
Trained and coached employees to maintain high service standards.
Resolved escalated customer issues efficiently.
Ascension Medical Group – Brownsburg, IN
Assistant Office Operations May 2021 – Nov 2021
Assisted patients with scheduling and insurance verification.
Managed front-office tasks, including data entry and telephones.
Coordinated ultrasound appointments and maintained patient records.
Crooked Stick Golf Club – Carmel, IN (Part-time)
Lead Server/Bartender Apr 2007 – Present
Supervised dining operations and provided high-end customer service.
Trained and managed staff to maintain service excellence.
ADT – Indianapolis, IN
Project Coordinator Nov 2005 – Oct 2009
Scheduled and coordinated technician appointments across multiple job sites.
Conducted daily conference calls and managed customer inquiries.
Office of the Attorney General – Indianapolis, IN
Complaint Analyst Feb 1999 – Oct 2001
Investigated and mediated 500+ consumer cases.
Recovered over $175,000 in consumer restitution through negotiations.
Managed legal correspondence and case documentation.
EDUCATION
Medtech College – Indianapolis, IN
Associate of Science, Licensed Practical Nursing Program, Jan 2014
Marian College – Indianapolis, IN
Completed coursework, 1987 – 1992
SKILLS
Customer Service & Conflict Resolution
Administrative Support & Data Entry
Microsoft Office Suite (Word, Excel, Outlook)
Training & Quality Assurance
Compliance & Confidentiality
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