Customer Service Quality Assurance
Resume:
Kathelyn Perez
Schertz, TX *8154
********@*****.***
http://www.linkedin.com/pub/kathelyn-perez/13/85a/1a2
Skills
• Detail oriented, excellent customer service, problem resolution, and data processing procedures. Excellent computer skills in MS Office, Adobe Acrobat Professional, Adobe Photoshop, AUTOCAD. Possess strong interpersonal communication, organizational, and time management skills. Possess the ability to multi-task while ensuring both customer rapport and regulatory compliance. Equally effective at both collaborating with others or working individually to achieve established goals.
Education
• Associate of Arts, Liberal Arts, Solano College, Fairfield, California, 2003
• History, California State University, Sacramento, California, 2003-2005
• Interior Design, The Art Institute of San Antonio, 2011-currently enrolled, expected graduation 2013
Certifications/Recognitions
• ISO 9001:2008 Internal Auditor Certification Jan 2008
• Employee of the Quarter Oct-Dec 2008, Employee of the Quarter Oct-Dec 2007, Employee of the Month Feb 2007
• Typing Certificate (March 2005) -53 wpm, issued by Nelson Staffing Solutions
• Microsoft Excel Training Certificate (January 2005)- United States Air Force w/Solano County Office of Education, Regional Occupational Program
Experience
FPMI Courseware Production, Quality Assurance Specialist (promoted from Office Administrator) 07/24/06-09/30/2010
• Analyze and evaluate effectiveness of instructional materials with the application of technology for design and delivery within the Instructional System Design process for Undergraduate flying training programs such as CSO, SUPT, PIT, ENJJPT, and Remotely Piloted Aircraft (RPA) Operator.
• Expert comparison analysis of Instructor Lead “PowerPoint” presentations with companion media (Computer Based Training Lessons, Student Guides, and Instructor Guides.
• Ensure quality and functionality of customer deliverables (i.e. Computer-Based Training, Instruction Based Training, Student Guides, Instructor Guides, and exams) conform to lesson format templates and lesson specifications and standards and assess lesson/software quality and overall design.
• Perform various methods of software testing (black box, compatibility, conformance, functional, and regression testing) for web-based software and desktop Courseware Based Training throughout different phases of the Software Development Lifecycle in programs such as Briefing Room Interactive, AETC Courseware and Exam Software (ACES), Instructor Exam Reporting Tool (IERT), CBT Launcher, and Training Integration Management System (TIMS).
• Identify and analyze trends, report findings, offer problem resolution and process improvements, and communicate those findings to the effectiveness and deficiencies of processes within the quality system to Team members.
• Communicate effectively both verbally and in writing to programmers, Instructional Designers, Subject Matter Experts, and management in design and implementation of quality assurance processes and methodologies, including integration with overall courseware development processes.
• Assisted in performing quality control of online bookstore migration from Microsoft Front Page to asp.net and the online bookstore’s maintenance literature.
• Conduct ISO 9001:2008 audits and review written quality procedures and documentation for adequacy and evaluate implementation and effectiveness of quality systems.
• Understanding of configuration management processes, including planning, configuration identification, and configuration control.
• Create, distribute, compute, and analyze results of employee and customer surveys in Adobe Acrobat to quantify management’s commitment to quality goals and objectives. Programmed calculations and other functions to increase functionality. Prepare and present metric data and analyses to management and personnel.
• Assist in updating the Configuration Manager Process Guide, Quality Control Plan, Safety, and Security Plans, Courseware Development Plan, Training Plan, and Quality Manual.
• Manage and prepare safety and security training in PowerPoint for office personnel.
• Manage and edit safety and security plans and conduct inspections to ensure compliance.
Library Aide, Solano County 2006
Provide comprehensive needs assessment with exceptional customer service to the diverse population of Solano County (pop. 383,620) located in the San Francisco Bay area with responsibilities including:
• servicing existing accounts and generating new accounts; maintain customer account information on database including charges, overdues, returns, fines, and holds; process cash and check transactions of customer accounts on CARLCIRC system and on cash register.
• Maintaining compliance with state, county, and library policies while supervising patron compliance. Handled certain problem resolutions accordingly (either personally or to a supervisor) and upheld public safety during emergencies.
• Providing circulation support on CARLCIRC by processing returns and holds for customers at the individual library and other libraries throughout Solano County through SNAP and interlibrary loan. Sorted and file books/media by call number and appropriate section.
• Providing customer assistance @ computer center including issuing one-time passes on LIBRARYONLINE and providing printing and computer assistance. Monitored patron compliance with library and county policies and handled problem resolutions accordingly.
Temp, Corestaff Services 2000
Merchant Verification Specialist, USI, Inc 1997-1999
Customer Service Representative, Billing Concepts 1997
Volunteer
Volunteer, Wounded Warrior Project 2012-current
• Currently helping with various duties for the organization's support of disabled veterans
Volunteer, American Cancer Society 2001-2005
• Road to Recovery Program-Drove cancer patients to/from their appointments,
• Daffodil Days-Delivered flowers to various locations in support of ACS.
• Relay for Life-Volunteered to help with team relays benefiting ACS
Volunteer, The Fisher House 2001
• Helped with various duties for the organization's support of families with terminally ill family members in the hospital.
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