Quality Assurance Customer Service

KRISTA KIRCHNER

Phone: 319-***-****

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

SUMMARY OF QUALIFICATIONS

Self motivated charismatic professional possessing the ability to collaborate with all levels of management

Strong leadership skills utilized to promote goodwill and effectively manage large staff

Strong oral and written communication skills, and proficient in the development and presentation of material to exceed quality expectations

Exceptional ability to prioritize and multi-task in a fast-paced environment

Holds self and others accountable to a standard to ensure work accuracy and provide overall quality

Strives to continuously meet or surpass personal and professional goals and targets over six years while simultaneously attending college

Proficient in Microsoft Office, Word, Excel, PowerPoint, Access, AS/400, including; Witness and Spreadsheet software applications

EDUCATION

Mount Mercy University, Cedar Rapids, Iowa

MBA~ Masters of Business Administration pending, June 2011

Bachelor of Business Administration Majors: Marketing and Management August 2008

EXPERIENCE

Edlink, Coralville, Iowa

Tuition Specialist Manager July 27, 2009 – March 14, 2011

• Managed the formation of opening and managing, the first, Iowa call center (technology, interviewing, hiring, and training)

• Overseen operations for tuition assistance program for ten corporate clients, and provided support for 28 corporate and not for profit organizations

• Effectively managed efficient and accurate reimbursements while avoiding penalties by ensuring compliance within all quality assurance and service level agreements

TEK Systems, Cedar Rapids, Iowa

Information Technologies Service Technician January 29, 2009 – May 29, 2009

A four month contract position to provide direct, global support to Aegon employees

Serviced a global I.T. environment utilizing over 3,000 Microsoft products

Created a System Design for the I.T. environment to compliment the customer service division while exceeding all quality assurance in accordance to client standards and guidelines.

Paetec, Hiawatha, Iowa

Network Operations Service Technician, July 27, 2006 – January 12, 2009

Provided direct support to high-end circuit based customers for a locally owned telecommunications company

Ensured consistency and accountability of quality assurance requirements.

Serviced the current customer base by receiving inquiries from corporate clients and addressing issues such as service repair, replacement and escalated such calls as required

Worked strategically with the management team and interdepartmentally to address call center deficiencies and areas to which improved the bottom line

Cambridge Staffing, Cedar Rapids, Iowa

Administrative Assistant, October 23rd, 2003 – January 21, 2005

Primary support to owner and managers of locally owned staffing company

Greeted potential candidates, explained services and maintained records including confidential information

Answered multi-line telephone system

Previously served as a temporary employee at various companies

MCI/WORLDCOM, Cedar Rapids, Iowa

Customer Service/Sales Supervisor, October 6th, 1997- November 30, 2003

Managed up to 22 employees per team who exceeded over $1,000,000 in revenue per year

Coached and developed agents to exceed quality, sales, and performance goals

Increased revenue for company by consistently driving sales and quality performance through constant support and coaching of employees

Managed schedule efficiencies by supporting and implementing policies and procedures to reinforce all business directives

ACTIVITIES

Kirkwood Community College, Cedar Rapids, Iowa – student volunteer

University of Iowa, Iowa City, Iowa – student volunteer

Department of Human Services, Cedar Rapids, Iowa – student volunteer

YMCA, Cedar Rapids, Iowa – Youth Basketball and Soccer Coach

Boy Scouts of America, Cedar Rapids, Iowa – parent volunteer

Grant Elementary, Cedar Rapids, Iowa – parent volunteer

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