Customer Service Quality Assurance
Resume:
Lani Irizarry
Commerce City, CO 80022
************@*****.***
Participative management professional with seven years of solid experience in team leadership, behavioral management, and conflict resolution in fast-paced production environments. Exceptionally organized and disciplined. Knowledgeable in the areas of change and metrics management. Leadership experiences have resulted in well-developed interpersonal skills and the ability to motivate and direct others in a supportive, cooperative team environment. Familiar with all aspects of daily business operations including personnel, human resources issues, HIPAA and OSHA compliance. Bi-lingual written and verbal skills – Spanish.
CORE COMPETENCIES
Cross-functional Team Coordination
Counseling & Coaching
Conflict & Dispute Resolution
Customer Relations & Satisfaction
Team Leadership & Training
Policy & Procedure Administration
Community Outreach & Service
Operations Management
Time & Behavior Management
PROFESSIONAL EXPERIENCE
Attorneys’ Title Insurance Fund, Inc. (ATIF)
Orlando, FL
Media Support Supervisor 2002 – 2008
Overall supervisory responsibility for a staff of X persons, including hiring, retention, performance appraisals, counseling, and termination in the Media Processing Center.
Assisted indexing operators with the completion, scheduling, and prioritization of work and ensured that all media was completed properly, fulfilling customer expectations and satisfying quality standards
Responsible for the training of new Image Indexers in the operation of equipment and departmental procedures.
Assisted in the preparation and management of the departmental annual budget, as well as, short and long-range planning.
ATIF
Image Indexing Operator 1999 - 2002
Under the direction of the Media Support Supervisor
Performed verification, indexing, correction, certification and logging of all recorded and processed public records data, for up to ten (10) Florida counties electronically.
Provide auditing assistance to ensure the remediation of public records data errors.
Provide searches, copies and certified copies of public records as needed.
Whitehall Laboratories
Guayama, PR
Manufacturing Operator 1995 - 1996
Responsible for the manufacture of over-the-counter products (Advil, Orudis, Anacin, etc.), ensuring that production was completed to a tightly controlled production schedule.
Operated specialist manufacturing machinery and ensured that all equipment was in good operational condition.
Executed stock checks to ensure that raw materials were in adequate supply to meet the necessary demands of production.
Performed quality assurance and inspection duties for completed products.
Maintained process logs (weight, quality, and quality) for all assigned products.
EDUCATION AND RELATED CURRICULUM
University of Puerto Rico, Cayey, PR
Bachelor of Arts degree in Social Science/Psychology - 1994
Participant in numerous management/supervisory training seminars and events through ATIF.
Extensive Customer Service Excellence training through ATIF.
Occupational Safety & Health Administration Training courses.
COMPUTER SKILLS
Microsoft Windows, MS Office Products (Word, Excel, Outlook, and Access), Internet
AFFILITATIONS
Junior Achievement Volunteer 2001 - 2008
Resume of Lani Irizarry –Page 1
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