Customer Service Quality Control

KERRY REPINE

*** ***** **, ******* ******, PA ***36

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

Tel: 814-***-****

PERSONAL STATEMENT

I have been a Supervisor/Manager with 15 years in management in the restaurant and customer service industry. I am interested in pursuing a management position in customer service or restaurant industry.

WORK EXPERIENCE

Lead Quality Control Technician (June 2010-Present)

DirecTV Home Services, Hanover, MD Pull data to create the routes for the other QA Inspectors and put together reports for the Supervisors based on completed inspections by the QA team. Responsible for ensuring all inspections done by the QA team were entered into the Excel Workbook and Siebel. Responsible for inspecting jobs, repairing the jobs that fail or setting up reroll appointments to bring all jobs up to code. Ensure customer satisfaction on all jobs inspected. Exceed standards on customer service.

Senior Supervisor (May-2005 – June 2010)

Advanced Technologies, Martinsburg, WV Senior Supervisor over 3 supervisors and 10 sub partner companies totaling 100+ technicians. Responsible for pulling all data reports (Reschedules, Cancels, Non-Responders, Tech Productivity, Customer Satisfaction and Quality Control) and break it down to individual companies to each individual tech. Conducted weekly meetings with all sub partner principal’s to review all reports and up train them on new technologies. Visit sup partner sites hold monthly meetings with all techs, to discuss and review all reports. Plus to ensure they were in compliance with company standards.

Trainer /Supervisor (Jun-2002 – May -2005)

Ironwood Communications, Philadelphia, PA Tech training classes to all New Hires up train current employees to DirecTV standards. Provided technical support to any technician or supervisor. Assist in office duties of routing, pulling reports, reviewing reports, filing, weekly tech meetings, and supervisor meetings.

General Manager (Dec-1997 – June -2002)

Domino’s Pizza, Woodbridge, VA Responsible for daily operations of restaurant along with weekly schedules, weekly food orders, store inspections and training of staff. Handled local store marketing to increase sales and raise profits by being a community involved management team. Reviewed P & L statements with owners and supervisors to assure highest profit was achieved every month.

EDUCATION

Diploma – Northern Cambria HS, Northern Cambria, PA (Sept -1981 – May-1985) Business Studies Business Machines

SKILLS

Ability to be a team player or take charge and lead a team or work alone, eager to learn new things and increase my knowledge and skills. Administration (14 years) Customer Care (14 years) Customer Communications (14 years) Customer Relationship Management (14 years) Management (14 years) Microsoft Office Excel (10 years) Microsoft Outlook (10 years) Team Building (14 years)

REFERENCES

References Available on Request