Customer Service Quality Assurance
Resume:
Gareth J. Mc Bride
***** * ****** *****, ********, AZ 85138
Contact
Tel : 206-***-****
e-mail : ******@******.***
Profile
Objective A complex-trained unemployment insurance specialist with a Masters in Education, I am seeking a position within the agency that will allow me to utilize my education, my extensive experience in customer service and my interpersonal communication skills in furthering the goals and mission of the department.
Key Skills
Proficient or familiar with a vast array of microcomputer applications, customer service concepts and information technology, including:
All Versions of Microsoft Office through
Windows 7:
Word, Excel, PowerPoint, Outlook, Access
Writing, Broadcast & Print Media
HTML, RAID, Pascal,
File Transfer Protocol
Web Design
USAF Quality Management Training
Sales & Marketing
Education
1999 Masters in Education
City University, Seattle & Tacoma, WA
1997 Bachelors in International Studies
University of Washington, Tacoma, WA
1993 Associates in Arts & Sciences
Tacoma Community College, Tacoma WA
St Martin s College, Lacey, WA
Supervisor, Mandatory Insurance Unit DOT.
Jan. 2012- present.
Managed the Mandatory Insurance Unit call center and team.
Processed insurance forms, handled escalation calls and e-mails conducted meetings, liasoned with other departments on policy changes, developed new procedures, maintained staff records, interviewed and disciplined staff, maintained personal forms, multi tasked projects and provided direct supervision and instruction to my team.
Substitute Teacher Aug 2011- December 2011
Maricopa, Casa Grande, and Private school.
Provided instruction and supervision for school students from second grade to high school. Took part in security drills as well as evaluations and instructions.
Work Experience
Employment Security Department
Unemployment Insurance Specialist 3 May 2008 - March 21 2011
Complex unemployment insurance claims-trained specialist in a high-volume call center
Understands and applies changes in laws, policies, rules and regulations
Provided training to new specialists in the extended benefits unit on how to process complex claims
General Manager August December 2007
Managed sales & marketing division to develop & promote startup chapter of ITEX, a trade & barter franchise. Responsible for developing new client relations, seeking & promoting marketing opportunities.
Charged with creating efficiencies in data and information management, facilitating operations & recordkeeping by devising & preparing forms and maintaining records.
Keller Supplies
Inside Sales Associate March August 2007
Facilitated new sales and provided efficient & exemplary customer service.
Maintained inventory, developed client relations, promoted new products & systematized sales records and client accounts.
Seattle Trade Exchange
Trade Director May 2004 February 2007
Serviced over 200 trade & barter client accounts, facilitating negotiations for sales & purchase of goods and services in an integrated barter system.
Handled recordkeeping, data updates, wrote advertisement copy, designed advertising campaigns and promotions.
Brokered sales in excess of 10 Million dollars from 2004 to 2006.
University of Washington
Information Technology Technician June November 2003
Handled calls relating to departmental ordering and technical issues, maintained online catalog & webpages.
Updated JD Edwards databases with new accounts, tracked & processed orders and inventory.
Responsible for scheduling service appointments, maintaining files, forms & records and organizing office computer systems.
QWEST
Sales & Services Consultant July 2002 June 2003
Handled customer service issues & presented sales & marketing solutions for cellular, internet and telephone needs for residential and business clients.
Received top honors in revenue-generating as the top services & top communications package seller in unit. sa
Sierra Online
Technical Support Specialist July 1999 October 2001
Provided technical support for wide range of software products by assisting customers over the telephone and e-mail.
Provided quality assurance by testing & assisting in computer game design.
Maintained titles and data in company library system.
Various School Districts
Substitute Instructor February 1999 June 2000
Provided instruction in a variety of subjects and various age levels.
Evaluated and constructed curriculum & maintained student records Wo
Monolith Software
Quality Assurance Lead February 1998 June 1998
Performed quality assurance testing on new game software.
Maintained & catalogued inventory & provided administrative support & customer service assistance.
U.S. Air Force
Airman August 1990 August 1992
Responsible for the efficient operation & maintenance of the commissary warehouse.
Performed in a supervisory & support role that included management of personnel, training, recordkeeping and planning & implementation of policy.
Organized & maintained records of receipt and reconciled invoices.
References
Bruce Melin, Supervisor
******@***.**.***
Shirley Gray, Lead
*****@***.**.***
Moreno, Minerva, Co-worker
*******@***.**.***
Contact this candidate