Customer Service Quality Assurance

JABARI S. GOLDEN

*** **** ****** ******

RAHWAY, NEW JERSEY 07065-4905

PHONE: 732-***-****

MOBILE PHONE: 732-***-****

******.******@*****.***

PROFESSIONAL EXPERIENCE

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Hermann Transportation Services

MONMOUTH JUNCTION, NJ

Operations Supervisor

•Prioritizing projects, completing assessment reports, completing logs of activities, ensuring employees are qualified and knowledgeable about given tasks, advising changes to management to facilitate work processes and monitoring day-to-day functions of the business.

•Supervising employees utilizing my acquired written and oral communication skills, also possessing and applying the immersed knowledge of all company policies and procedures to better manage and motivate employees.

•Review work performance, motivate subordinates to work more effectively, identify problems with performance and solutions to those problems, determining training needs to improve performance, initiating informal measures to correct misconduct or making recommendations for formal discipline.

02/09-07/10

L&M General, LLC.

RAHWAY, NJ

Business Analyst

•Coordinates and completes productivity and conducts quality assurance; reports statistics, accounts and data relating to special work projects; researches and responds to customer service problems.

•Responsible for collecting, tracking, analyzing and trending data; conduct data analysis using field survey results and partner with management for actions/solutions.

•Troubleshoots and assists staff with difficult rejections and client issues.

•Assists staff in appealing rejected invoices with client; identifies and informs supervisor of rejection, posting and registration error trends and problems; contacts third party customers to resolve complex accounts; performs charge corrections to correct coding errors and department keying errors.

02/08-11/09

Old Dominion Freight Line, Inc.

EDISON, NJ

Logistical Services

•Monitored the quality, quantity, cost and efficiency of the movement and storage of goods.

•Developed business by gaining new contracts, analyzing logistical problems and producing new solutions.

•Analyzed data to monitor performance and plan improvements and demand. Acted as company liaison when servicing company accounts.

•Coordinate processes with management to ensure customer satisfaction.

EDUCATION

Middlesex County College

EDISON, NJ

•Major: Mathematics

•GPA: 3.84/4.0 scale

OBJECTIVE

•To obtain a position within an organization which will enable the utilization of acquired knowledge and professional experience, which consequently will enhance the organization.

RELEVANT COMPUTER SKILLS

•Extensive knowledge with Microsoft Office products to include Access, Word, Excel, PowerPoint, Project, and Visio.

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