Customer Service Quality Control

DOUGLAS ROSALES

** ******* ****** • Madison, WI *3704

*******@*****.*** • 608-***-**** (M)

QUALIFICATIONS PROFILE

Highly talented and educated in Business Administration with the ability to conduct lead, plan, coach, coordinate, implement, and manage cross-functional teams. Related skills, practicum, and experience include:

Team leader with good organizational and analytical skills with the ability to manage and work with multiple departments in areas such as budget and analysis, telecommunications, employee safety, customer service, regulatory compliance, operational processes and Quality Control.

Determine the degree of compliance with policies, plans, procedures, laws and regulations, which have or could have a significant impact on business operations.

Established outstanding problem solving skills, active listening skills and interpersonal skills – able to diffuse difficult situations with tact and ease.

Acknowledged for unwavering commitment to providing exceptional customer service.

Proficient in Microsoft Office (Word, Excel, PowerPoint, Access, Outlook), PeopleSoft, AS/400, Occubrowse/DOT, and applications on Windows, Linux, and Mac OS platforms.

Fluently bilingual in speaking, reading, and writing English and Spanish.

EXPERIENCE HIGHLIGHTS

STATE OF WISCONSIN– MADISON, WI 2010 – PRESENT

Financial Budget Analyst, 2011-Present

Responsible for centralized budgeting services for the Disability Determination Bureau. This includes preparation of the budget, request for Governor's bid waivers, planning for personnel additions and losses, and policy changes that impact the DDB.

Prepared, analyzed, and reviewed expense reports, Financial Indicators Reports, Monthly and Quarterly obligations report, and financial statements of Disability Determination Services for State of Wisconsin (consisting of approximately $36 million in annual appropriated funds).

Calculated and recorded monthly and quarterly depreciation and amortization on capitalized assets.

State Disability Determination Specialist, 2010-2011

Determine the validity of initial applications for medical disability as required by the Federal Social Security Laws. Analyze each individual case based on medical and vocational factors and make determination of whether disability is awarded.

Strong background and knowledge in applying medical and vocational information in a variety of case situations, including but not limited to adult cases with terminal diseases, acute impairments and behavioral health disorders.

Effective caseload management and sound decision making skills. Achieving a decrease in average processing time of 40 days or less per case.

Attention to detail by researching and establishing chronological and structure reports to better manage claimant applications and develop accurate determination by applying regulatory SSA Compliance Laws.

KOCH FOODS OF CUMMING –ATLANTA,GA 2008 – 2010

Production Supervisor

Team leader with good organizational and analytical skills with the ability to manage and work with departments in areas such as Production, Quality Control and Sanitation.

Daily management of 150 production employees in an 83,000 sq. ft. facility. Daily duties include but not limited to:

oResponsible for the daily and weekly schedule of associates to ensure production goals and yield efficiencies are met.

oConduct a daily assessment of Equipment Safety before start up.

oAssure that hourly employees adhere to QA, Safety and HR policies

oFollow purchasing orders schedule and produce them as planned and on time.

Developed new methods to increase plant yield and efficiency by arranging production flow and number of employees per area.

Performed machine comparison tests on prospective new equipment

Substantially lowered condemned pounds, rework and downgrade products by 5%.

Collaborated with QA in the elaboration of product samples when needed.

Collaborated in orientation and training of new employees in areas such as GMP, Foreign Materials, Food Bio-security, Employee Safety Practices (OSHA), and PPE.

AT&T COMMUNICATIONS – ATLANTA, GA 2008 – 2009

Account Manager

Responsible for managing and development of a team of 17 Customer Sales & Service representatives that specialize in complex order provisioning of toll free and Local Service.

Worked with new customers in the development of new accounts and the implementation of new systems.

Assisted in the development of new policies and procedures. Assisted in the training of new customer service representatives and associates. Performed market research surveys on customer needs and requirements.

Performed Quality Control Audits to insure compliance on existing procedure and policies to ensure 100% customer satisfaction. Ensured the completion of service orders that required 24-48 hour turnaround time.

Made service charges, recommend service options and schedule installation of voice or data services. Provide detail and accurate accounts of customer calls for prevention and future audit issues.

Provided support to the sales team, ensuring all sales and service objectives were met.

Assisted in the development of new policies and procedures. Assisted in the training of new customer service representatives and associates.

Performed market research surveys on customer needs and requirements.

SHANDS HEALTH CARE AT THE UNIVERSITY OF FLORIDA – GAINESVILLE, FL 2006 – 2008

Internal Auditor

Represented audit department during Sarbanes-Oxley (SOX) implementation. Identified improper accounting documentation. Made job process recommendations based on Generally Accepted Accounting Principles (GAAP).

Experience with conducting audits and mitigating risks related to Regulatory Compliance standards, especially the IT/technical specifications of Sarbanes-Oxley (SOX), the Health Insurance Portability and Accountability Act (HIPAA)

Management skills including proven experience building teams and successful management of big-budget / high-profile initiatives

Assisted in improving company processes to add significant value to organization.

Supported management in making improvements through audit analyses, appraisals, recommendations, and new information. Made suggestions to multiple departments regarding company policy monitoring and compliance.

Tracked department income statements, balance sheets, employee / HR records, and inventories. Oriented and motivated new employees.

EDUCATIONAL BACKGROUND

Master of Science in Business Administration, November 2010

NOVA SOUTHEASTERN UNIVERSITY, H. Wayne Huizenga School of Business, Davie, FL

Effective Leadership, Project Management and Product Life Cycle Management.

Coursework includes topics covering Financial Analysis, Cost Systems, Short/Long-term Decision Making, Marketing, Business Development, Finance, and Regulatory Compliance.

Bachelor of Science Degree in Business Administration, August 2007

UNIVERSITY OF CENTRAL FLORIDA, College of Business, Orlando, FL

**Professional references available upon request**

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