Customer Service Quality Control
Resume:
Theresa Apolonio
***************@*****.***
Experience Administrative Coordinator II March 2010 – Present
Henry M. Jackson Foundation Rockville, Maryland
U.S. Military HIV Research Program
• Provide administrative support to U.S. Military HIV Research Program (MHRP) lab and Executive personnel
• Serve as primary iProcurement requisitioner for lab supplies, equipment, office supplies, and furniture
• Processes Long Term Training packets to ensure accuracy
• Maintains the MHRP purchasing inbox and ensures all orders are placed.
• Maintain requisition tracking spreadsheet and woks to resolve all discrepancies
• Provide quality assurance, receiving, and processing of all deliveries
• Process daily requests for large quantities of lab equipment items to maintain lab inventory
• Maintain the conference room schedule in Lotus Notes
• Provide phone coverage for the front desk receptionist as needed
• Coordinate service calls with vendors and professional staff
• Apply knowledge of the Programs to respond to questions regarding administrative policies and procedures
• Set up teleconference calls for Executive staff
• Assists the travel department with requests when needed
• Clerical and administrative support to the Program Staff as requested to include filing, faxing, photo copying, scanning documents to PDF Files and shipping
• Maintains the supply cabinet with basic office supplies and toner
Manager April 2009 – March 2010
First Watch Restaurant Rockville, Maryland
• Responsible for daily management operations; supervised a staff of 25 employees
• Recruited, hired, and oversaw training for all new employees
• Created work schedules for servers and kitchen staff
• Maintained budget and employee records for payroll preparation
• Resolved customer complaints regarding food quality and/or service
• Conducted inventory needs assessment, tracked profit and loss, maintained delivery schedule to optimize freshness of products
• Supervised cleaning of kitchen and dining areas to meet Montgomery County sanitation standards
• Arranged for maintenance and repair of equipment
• Performed “cost-out process” of all daily food specials to optimize percent of profit to sales
• Reconciled receipt and balance against sales to make daily cash deposit
• Performed restaurant closedown and security checks
Server February 2008 – April 2009
First Watch Restaurant Rockville, Maryland
• Opened restaurant and performed all necessary preparation duties
• Provided customer service by welcoming patrons, exhibiting menu knowledge, taking orders, and ensuring meals were delivered promptly and properly to guarantee a satisfying dinning experience
• Assists management with end of the day duties as assigned
Administrative Assistant June 2007– December 2007
The Office of Michael D. Duplessie, MD Bethesda, Maryland
• Scheduled multiple daily patient appointments
• Performed patient check-in and check-out appointment procedures
• Answered a multi-lined telephone
• Called in prescriptions for patients
• Verified patients eyeglass and contact prescriptions
• Answered patients questions regarding Lasik, Cataract and general eye related problems
• Scheduled all surgeries for both Cataract and Lasik
• Collected and organized all preoperative information for the surgical teams reference
• Faxed, photocopied, and filed documents
Shift Supervisor/Server March 2004 – May 2007
Showmars Restaurant Huntersville, North Carolina
• Performed all necessary duties to open and close the restaurant
• Provided customer service by welcoming patrons, exhibiting menu knowledge, taking orders, and ensuring meals were delivered promptly and properly to guarantee a satisfying dinning experience
• Assisted in reconciling customer or employee concerns
• Portrayed teamwork by assisting co-workers with their duties and trained all new employees
• Handled all computer equipment technical issues
Technical Support Representative (Tier 2) October 2000 – June 2003
Metropolitan Regional Information System (MRIS) Rockville, Maryland
MRIS is the largest multiple listing service in the nation and is the leading online real estate information service for about 50,000 real estate professionals in the Mid-Atlantic region.
• Instructed customers on use of equipment and software for MRIS system
• Tested software and hardware to evaluate ease of use to determine if the product will aid customers in performing their duties
• Answered customer inquiries in person or via telephone conferencing
• Monitored and responded to email tickets concerning systems operation, diagnostic hardware, software, and operator challenges
• Conducted assessments to determine errors with modems, printers, cables, or telephones
• Met with co-workers to research problems, find solutions, and discuss lessons learned
• Provided explanation of software errors and recommend changes to programmers
• Uploaded specified MRIS software programs onto computer systems and network
• Contacted software and hardware vendors to request service regarding defective products
• Wrote software and hardware evaluations and recommend for review
• Wrote, revised, and provided updates for customer training manuals
• Trained new hires in Customer Service
Quality Control Coordinator June 1999 – October 2000
Metropolitan Regional Information System (MRIS) Rockville, Maryland
• Audited listings to detect inaccuracies in the database
• Ran queries and prepared Quality Control Notices
• Answered customers inquiries concerning compliance issues and policies
• Attended trade shows to obtain current information about compliance issues
• Responded to all email and fax inquiries regarding accuracy of listing status
Receptionist October 1998 – June 1999
Metropolitan Regional Information System (MRIS) Rockville, Maryland
• Greeted all customers and directed them to consulting appointments
• Answered a multi-line phone system, responded to customer inquiries, or triaged inquiries when appropriate
• Assisted colleagues with various duties and projects
• Sorted and distributed mail
• Faxed, photocopied, and filed documents
Skills/Training
• Typing skills of 60 wpm
• Proficient in Microsoft XP computer applications: Word, Excel, Outlook, Outlook Express
• Proficient with ORACLE iProcurement Requisitioning and Receiving
• Proficient with the scheduling software Lotus Notes, Lytec, Athena
• Proficient with the medical software Medi Notes
• Familiar with Microsoft PowerPoint and Publisher
• Familiar with Adobe PhotoShop and other graphic software
• ORACLE support training 2002
• Excellent oral and written communication
• Organized, reliable, and able to handle pressure in fast paced environments
• Proficient in Restaurant Magic Software
• File Maker Pro
• Proficient using a MAC system
References Available upon request
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