Customer Service Quality Assurance

Paula Smith

**** ******* ******, ********, ** ***10 • *******@*****.*** • 636-***-****

QUALIFICATIONS SUMMARY

Highly focused and detailed professional seeking a position in an administrative role supporting complex and deadline driven tasks.

• Dedicated asset with more than 18 years of experience supporting, planning, and coordinating daily operational and various administrative functions with a focus on customer satisfaction.

• Demonstrated capacity to provide comprehensive support for various level staff, scheduling conference meetings, coordinating travel and managing billing and budgeting.

• Adept at developing and maintaining processes that reduce redundancy, improving efficiency and achieving organizational objectives.

• Proficient in Microsoft Office Suite, Costpoint, Sharepoint, Deltek, Cognos, CONUS and OCONUS travel bookings. Ability to type an average of 70 wpm accuracy.

PROFESSIONAL EXPERIENCE

DRS Defense Solutions, Herndon, VA, December 2007 – January 2012

Associate Program Manager, January 2010 – January 2012

Supported a multi-million dollar contract, The Space and Naval Warfare Systems Command (SPAWAR), through procuring materials and services in excess of $3 million dollars per year over multiple delivery orders with little to no guidance. Provided administrative support to over 100 employees of all levels by booking and tracking all travel for the program totaling over $1 million dollars per year.

• Attended kickoff meetings to ensure program products and services needed to be purchased met proposal deadlines.

• Contacted vendors for price negotiations based on contract needs and requirements, completed purchases from RFQs/RFPs, utilizing CostPoint, to tracking shipments to final destinations and closeouts.

• Worked with buyers and vendors to resolve any issues.

• Generated and tracked Purchase Requisitions (PR) and Purchase Orders (PO).

• Monitored PR and PO approval process and provided status updates when PRs became POs.

• Handled all product returns and replacements.

• Worked closely with engineering to assure products purchased followed company and contract policies and compliances are met within government standards.

• Identified any recurring or sustaining requirements such as end of life replacements and tech refreshes.

• Recorded, tracked and updated action items.

• Trained existing employees and new hires on program procurement policies and procedures.

• Researched and reconciled SPAWAR Expense Reports for all booked travel through Deltek; averaging between 40 and 60 per month. Rejected and adjusted filings as needed.

• Ensured monthly invoices were submitted on time and reviewed them to check for accuracy and correct any errors.

• Organized and lead team meetings through teleconferences with overseas offices.

Quality Assurance Specialist, December 2007 – January 2010

Supported SPAWAR contract managing the telecommunications customer service department; 4 managers, 15 Customer Service Representatives (CSRs), testing products as well as booked and tracked all travel under the program.

• Designed and implemented customer service procedures and trained the sub-contractor customer service department for use resulting in customer satisfaction to increase by 75%.

• Resolved extreme customer service complaints from approximately 15 per month to 3 per month as well as creating over 100 possible written responses for customer service use in email communication with SPAWAR’s end user.

• Supported HR role with hiring, terminating, providing paper work for disciplinary action and completing annual reviews of CSRs.

• Created and implemented a travel process and Travel Authorization Form which brought missing travel funds from 90% to 10%.

• Generated meeting agendas and minutes.

• Identified possible program risks to upper management.

Starboard Capital, Reston, VA

Executive Assistant, October 2002 – December 2007

Supported the CEO for a commercial real estate company by managing his calendar through Outlook, booking travel and researching properties.

• Provided MS Office product support: Excel, Word, PowerPoint and Outlook.

• Created customer forms and drafted /distributed correspondence.

• Managed office supply inventory within budget.

• Produced daily reports consisting of appraisals for commercial investment properties and maintained files.

• Managed customer meetings logistics and ordered catering.

Resource Consultants, Inc., Vienna, VA

Marketing Analyst, November 2000 - June 2002

Created and edited professional marketing materials for a Department of Defense contract from its inception to its completion.

• Contacted vendors and negotiated cost for ad placements and products purchased.

• Processed and maintained Access database for invoices and purchase requests for 4 office locations.

• Prepared and submitted travel reimbursements.

• Updated monthly program slides for senior management.

• Created and produced contract calendars, posters and pamphlets.

• Provided written and visual content for program website, created reference guide of program policies and procedures.

Navy Federal Credit Union, Vienna, VA, October 1994 – November 2000

Senior Auditor, December 1998 – November 2000

Provided member services and education on individual account issues in a high-pressure and fast paced environment through written correspondence and direct contact.

• Performed adjustments to Visa, MasterCard, savings and checking accounts.

• Researched and analyzed fraudulent checks on credit card accounts.

• Mentored Auditor trainees and edited team outgoing correspondence.

• Performed data searches, posting and distribution.

Correspondence Control Senior, October 1994 - December 1998

Managed and trained departmental staff (8 Junior Correspondence, 2 Senior Correspondence) to process large volumes of correspondence and provide assistance to all divisions of the credit union.

• Served as the liaison between the Correspondence Department Manager and all levels of management with the credit union.

• Compiled and prepared all presentation materials for credit union newsletters annual meetings and briefings.

• Created training manuals and testing for both Senior and Junior Correspondence and produced division newsletter.

• Generated weekly items of interest to include in staff meetings.

EDUCATION AND TRAINING

Berlin Brothersvalley High School, Berlin, Pennsylvania

Graduation: June, 1990

Indiana University of Pennsylvania, Indiana, PA 1990 - 1992

Media Communications

Art Institute of Pittsburgh, Pittsburgh PA 1992 - 1993

Visual Communications

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