PROFILE:

I have created and successfully implemented several processes within my department that have lead to overall improvement. Through that I was allowed to complete. From this, new training material was released to the department so that newer agents could benefit from it. With the department’s confidence I created another process to make a central location for customer impacting issues to be visible for everyone.

EMPLOYMENT:

Confidential, Glen Allen, VA

Customer Service Coordinator

Responsibilities:

• Customer Service Coordinator
• Support team with new training material by attending classes and educating peers on new and changing policies and procedures.
• Solve customer challenges quickly and efficiently.
• Maintain quality control/satisfaction records; constantly seeking new ways to improve customer service.
• Customer Service Coordinator
• Support team with new training material by attending classes and educating peers on new and changing policies and procedures.
• SME of policies and procedures, the go to for our knowledge database
• Created processes that improved metrics on the floor by 30% over a two month period.

Confidential, Richmond, VA

Human Resource Assistant Administrator

Responsibilities:

• Implemented organizational tools that allowed for maximum efficiency
• Maintained employee files and followed the proper procedures to keep these files secure
• Carried out basic clerical tasks such as typing correspondence, sending out emails and faxes to corporate
• Carried out basic clerical tasks such as typing correspondence, sending out emails and faxes to corporate

Confidential, Fairfax, VA

Quality Assurance

Responsibilities:

• Developed methods that increased failure detection by 30%
• Implemented team building techniques that increased testing effectiveness within the department
• Facilitated the reorganization of teams to test new content
• Created templates to streamline data entry