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Yyyyyy x. yyyyyy

- 1360 Ridgemark Dr.Ÿ Xxxxxx, XXXXXX xxxxxx ( (xxx-xxx-xxxx *


QA Analyst/Administrator

Qualifications Profile


    Highly self-motivated and results-driven professional with more than 26 years providing high-performance sales, account management, and customer service in the car dealership, farming, technology solxxxxxxions, financial services, and manufacturing sectors.

    Detail-oriented, analytical and methodical with critical thinking to resolve work issues even under stress.

    Flexible and adaptable with quick learning abilities to reach high productivity levels in fast-paced work environments and new or demanding assignments.

    Well-organized and resourceful with multitasking skills that optimize limited resources to achieve oxxxxxxstanding results.

    Strong people management and interpersonal communication skills that inspire confidence while forging teamwork synergies with colleagues across diverse ethnicities and demographics.


Key Expertise

Sales & Customer Service

    Marketing & Sales (Traditional & Online)

    Retail Sales Management

    Territory Sales Administration

    Multiple Account Management

    Customer Service Management

    Relationship Management (Customers, Public, & Suppliers)

    Event/Promotions Management

    Merchandise Inventory Management

    Service Quality Management

Business Management

    Tactical & Operations Planning

    QA Operations Analysis

    Continuous Quality Improvement

    Policies, Standards, & Regulatory Compliance

    Financial Management Support

    Credit & Collections Management

    Inter-Office Coordination

    Process/Workflow Improvement

    Staff Supervision & Training

    Conflict Management

    Negotiations & Diplomacy

    Records & Document Management

    Office & Staff Administration

    Bilingual in English & Spanish


    Oracle ERP, Seibel Systems

    MS Office (Word, Excel, PowerPoint, Access, & Oxxxxxxlook)

    Email/Webmail, Web Research, Social Networking, & Online Collaborative Compxxxxxxing


Professional Experience


CSS Corp Ÿ Draper, XXXXXX

Customer Service Representative Jun 2015 Present

    Provide oxxxxxxstanding customer service on a select high-yield clients such as The Retail Equation,

    Liaise with retailers to resolve issues in merchandise returns.

    Oversaw compliance with service quality standards among sales and customers service agents.


MMC Group (Xerox) Ÿ Xxxxxx, XXXXXX

Customer Service Representative Mar Nov 2013

    Answered inbound calls on the company s Direct Express Debit Cards for SSI and SSA recipients who had no bank account nor want to deposit benefits into personal bank accounts.

    Addressed and resolved customer issues on deposits and transaction dispxxxxxxes ensuring compliance with service quality standards. Ÿ Murray, XXXXXX

Customer Service & Sales Jan Sep 2012

    Responded to customer calls for assistance in their purchases or orders, emailing added information and quotes as requested.

    Monitored status of customer orders ensuring prompt deliveries.

    Provided market research and survey results on products and services to the appropriate departments.

    Placed orders to proper office, processed payments and applied net 30 accounts per customers.


Resource Accounting, Inc. Ÿ Murray, XXXXXX

Customer Service Representative Mar Sep 2011

    Addressed customer issues, assisting with payments and purchases on fuels and transport services.

    Assisted customers in using the company fleet credit card when dealing with payment issues to the services performed on vehicles.







Yyyyyy x. yyyyyy

- 1360 Ridgemark Dr.Ÿ Xxxxxx, XXXXXX xxxxxx ( (xxx-xxx-xxxx *


Professional Experience (continued)


Winder Farms Ÿ West Valley City, XXXXXX

Customer Service & Sales Sep 2010 Feb 2011

    Responded to emails and incoming calls on customer concerns on the company products and services ensuring single call resolxxxxxxion. Upsold products through oxxxxxxbound calls.

    Harnessed the company mainframe system and Google maps, and coordinated with concerned departments in resolving customer issues.

    Processed payments such as ACH and credit cards.


Discover Card Financial Services Ÿ West Valley City, XXXXXX

Collections Manager Oct 2008 Aug 2010

    Managed axxxxxxodialing systems to process oxxxxxxbound calls to existing customers in discussing delinquent accounts and promoting debt resolxxxxxxion plans.

    Responded professionally to customer questions aboxxxxxx services, plans and accounts.

    Resolved past account delinquencies, taking payments under agreed debt collection plans, and escalating to higher management for further adjudication and disposition on complex issues.

    Issued account credits and adjusted customer account information as needed.


Hyundai Warranty Ÿ Murray, XXXXXX

Customer Care Representative Feb 2006 Oct 2008

    Managed and resolved issues with current and potential customers, addressing questions aboxxxxxx company products and services as well as accounts, checking on customers on vehicles concerns and warranties to ensure customer satisfaction on company responses.

    Expedited resolxxxxxxion of accounts with the proper departments when escalating issues for investigation and resolxxxxxxion.


TJ Maxx Ÿ Draper, XXXXXX

Customer Service & Sales Sep 2005 Feb 2007

    Assisted customers in their purchase decision. Processed and packaged customer purchases and provided cashiering services for their payments.

    Addressed and resolved customer issues, escalating to high management as needed.

    Processed merchandise returns, issued credit or refunds professionally to maintain customer patronage.


O.C. Tanner's manufacturing Ÿ Xxxxxx City, XXXXXX

Work Load Planner Sep 1989 Dec 2005

    Provided operations support in inventory and warehouse management, fulfilling project orders and assisting in warehouse shipping and receiving operations.

    Served as customer service representative tracking orders and driving on-time deliveries.

    Processed compxxxxxxer documents in company database using Siebel systems.




Associate Degree Courses

Western Governors University (online 1 yr.)
University of Phoenix (online 1 yr.)



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