Quality Assurance Agent Resume

Administrative Support Professional

Over 20 years of progressive experience, supporting internal/external clients within insurance and hotel/resort industries. Strong focus on teamwork. Key strengths include excellent organizational skills, effective time management, and willingness to assist other colleagues and departments during peak workload periods. Proven ability to exercise good judgment and work well with minimal supervision in a fast-paced, time sensitive environment. Adaptable, reliable, and results-oriented professional who continuously seeks to enhance technical knowledge and work proficiencies. Expertise in a wide variety of administrative and general office skills, including:

Customer Service
Document Processing
Research and Quality Control
Confidential Record Keeping
Report Filing and Tracking
Project Coordination
Computerized Mailing Systems
MS Office

PROFESSIONAL EXPERIENCE

Confidential, Winter Haven, FL 2006-2012
Administrative Support Specialist, II/I
Provided administrative support to operation services enterprise-wide; this included: document prepping, scanning, and indexing; also reviewed documents for quality control and researched to determine workflow disposition.

Indexed all items that were in research queue; completing within specified time-frame.
Consistently completed all assigned tasks, meeting departmental compliance with company policies and procedures; and meeting service level agreements for partners.
Recognized by management and coworkers as hard working team player who is willing to help whenever necessary to maximize workflow.

Confidential, Winter Haven, FL 2005-2006
Administrative Support Specialist (temporary position through Manpower)

Learned department duties quickly; performing effectively. Offered full-time/permanent position with State Farm.

Confidential, Kissimmee, FL 2004-2005
Customer Service Operator
Provided customer service support to a diverse internal/external client base; duties included: answering active inbound calls and transferring to designated extensions, responding to questions, and providing directions.

Resolved all customer issues to satisfaction.

Confidential, Orlando, FL
Quality Assurance Agent 2003-2005
Responsible for a range of functions, including: implementing procedures through the Westgate Resort Properties, record keeping, tracking reports, coordinating training projects, and researching complaints from timeshare owners and guests.

Supervisor Owner Referral Reservations/Reservations Specialist 1995-2003
Provided focused customer service support, including: communicating with internal/external clients, booking reservations, charging accounts, and record keeping.

Front Desk Clerk 1993-1995
Handled a range of customer service functions, including: greeting customers, addressing and resolving customer needs, checking in/out guests, escorting guests/owners to resort rooms/villas, processing guest charges/payments, researching and locating room/villa vacancies, and updating system status on room availability.

EDUCATION AND PROFESSIONAL DEVELOPMENT

Completed one year of two year "Office Support" certificate program.

Completed more than 35 company-sponsored training courses in a variety of subject areas, including:

Security Awareness
Telephone Skills for Quality Customer Service
Becoming an Effective Team Member
Managing Negative People
Managing Projects
Records Management
Basic Effective Communication
Conflict Intervention

SKILLs SUMMARY

Computer Literacy in: MS Word, Excel, and Outlook, and proprietary company software applications

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