Customer Service Quality Control

CHERYL C. JOAQUIN

Corona, CA *****

Multi-skilled Graphic Designer with 10 years experience, resourceful in providing professional, high quality support in customer service and administrative assisting roles.

Qualifications Summary:

* Productively self-sufficient yet also a dependable team player with a determination to accomplish multiple tasks under the fast-paced pressure of deadlines.

* Strong listener and valuable contributor who is extremely observant to detail verbally, written, and visually.

* Experienced in providing professional presentations, implemented work process training/demonstrations, and actively involved in customer service support for a production team environment.

* Highly creative thinker and problem solver who participated in several company testings’ for new software, application version upgrades, system conversions, software updates, process improvements, and customer service issues/escalations.

* Ability to manage time efficiently while maintaining organizational skills with an exceptionally helpful, energetic, and positive attitude.

Technical Skills:

* Compatible with Mac & Windows Platforms

* Word Process 70 wpm

* Photography (Digital & Traditional Film)

* Microsoft Applications: Outlook, Word, Excel, PowerPoint, Access, & Publisher

* Adobe CS5: Photoshop, Illustrator, InDesign, Acrobat Professional, & Freehand MX

* Fundamental Knowledge of: XHTML/HTML, CSS, JavaScript, Web Design, Quark Xpress, Adobe After Effects, Adobe Premiere, Adobe Dreamweaver, & Adobe Flash

Work Experience:

Freelance Graphic Designer (2002-Present)

Self-Promoting Freelance, Corona, CA

Developed and created original designs for company identities, promotional products, logo designs, product labeling designs, and various projects to help establish strong customer relations, branding, and customer recognition for several diverse start-up companies.

* Designed a promotional flyer product for a proposed cartoon “Coyote 7” which was distributed during a past Comic-Con event.

* Logo design created for new company, “Gym Connection Health and Fitness Center” that opened in the Philippines.

* Logo and product labeling designs for “Guillermo’s”, a small organic product line in the Philippines.

* Designed themes to create several custom handcrafted invitations for special events such as weddings, birthdays, baby showers, thank you cards etc., for several clients.

Sr. Graphic Designer II (2005-2010)

DGA/AT&T Yellowpages.com, Anaheim, CA

Creatively designed web banners and various banner products to enhance advertising for customer’s business listings on the Yellowpages.com website. Utilized banner ad generation tool to upload all web graphics while ensuring all company specifications, content standards, customer/sales rep. instructions, and file size optimization were all incorporated to the final product. Coordinated the process of web products to be created, uploaded and then pushed live to site within the expected time frames on a daily basis.

* Rated an “Exceeds” employee for proven track record of producing as well as uploading high quality and quantity web banner products with speed (5 ads/hour) and accuracy (98.9% error rate) successfully in a fast-paced production environment.

* Participated regularly in various special projects for testing and troubleshooting new software, system version upgrades system conversions, system clean-up, workflow revisions, and Audio/Video Ads. As a result, was acknowledged as a valuable Subject Matter Expert from the Ad Production team.

* Chosen as lead trainer, implementing the training of new processes, procedures, and software for the Ad Production department, new hires, and a division of the Print Production department during the major conversion of systems.

* Lead contact for training new systems, customer service, escalations, and troubleshooting banner products for RHD Donnelly directory project as well as our branches in Midwest and East states regarding the system upgrade and conversion projects. Established a reputable, extensive working relationship with their management and training development teams while communicating frequently via email, conference calls, telephone, and various online network connections.

Production Assistant II (2003-2005)

DGA/ SBC Inc., Anaheim, CA

Tracked and trafficked advertising inventory workflow to ensure delivery as well as completion of publishing deadlines for the Yellowpages book on a daily basis. Processed all incoming ad orders to prioritize them into their designated book directories and publishing dates while monitoring daily reports regarding ad count per directory/deadline dates, specific department ads were tracked and assigned to, and critical closing deadlines.

* Participated and at times facilitated daily staffing meetings in collaboration with all team production managers and other PA’s to communicate, strategize, and execute team deadline goals along with developing process improvements.

* Cross-trained to work in support of other production teams such as the entire Print Production floor, Quality Control/Audit, Internet Advertising, Ads Imaging, Customer Service, and Closing Departments.

* Assigned and supervised all ads to be worked by the graphic designers while confirming each ad was thoroughly validated by all corresponding publishing departments. Showproofs of all ads were then prepared and expedited to be sent via direct mail for customer’s final approval.

Awards & Achievements:

* Awarded “On The Spot” certificates of recognition from fellow DGA/AT&T co-workers and management (from 2008-2010) for commitment to excellence in customer service support, professionalism, positive attitude, and participating regularly in special projects.

* Awarded an “Exceeds” employee at DGA/AT&T/SBC Inc. (from 2003-2010) for exceeding all regular work requirements with excellence in work ethics, high quality/quantity of ad production, and valuable participation in special projects.

* Awarded “Above & Beyond” certificates at DGA/SBC Inc. (from 2003-2007) for continuous work efforts and achievements in the support of teamwork, professionalism, positive attitude, and outstanding customer service.

* Gallery Exhibition (2003) – Exhibited photography artwork series at W. Keith and Janet Kellogg University Art Gallery

* Crowned Miss San Pedronian (2001) – Representing the USACSA Filipino Association

Education:

Bachelor of Arts in Graphic Design with a minor in Art History, June 2003

California State Polytechnic University, Pomona

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