AST Fund Solutions - Quality Assurance Team Leader Resume Example

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Lucas Martin

XXX XXXXX XXXXXX XXX XX, Paterson, NJ 07524

Ph: XXXXXXXXXXXX

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Professional Summary:

Diligent, detail oriented Administrative Assistant knowledgeable of all office functions, with a solid background in customer service, telecommunications, quality assurance, managerial and fire protection field. Excels at multitasking in a fast paced environment, completing projects within time and efficiently. Superior telephone, customer service and computer skills with experience in MS Word, Outlook, Powerpoint and Excel.

Skills:

Quality Control Analysis
Telecommunications

Sales and Marketing
Communications and Media

Administration and Management
Speaking

Active Listening
Customer and Personal Service

Experience:

Quality Assurance Team Leader Dec 2011 －Present AST Fund Solutions Ridgefield Park , NJ

Assisted shareholders recording their voting instructions via telephone for upcoming meetings in a high volume call center.
Recorded voting instructions via proxy cards mailed/faxed in by shareholders.
Promoted to Quality Assurance - reviewed phone calls made by call center agents to ensure voting instructions were recorded correctly.
Promoted to Quality Assurance Team Leader - Assist with supervisor overseeing team of 15 to 20 agents.
In charge of ensuring call center agents receive their averages/summary on a weekly basis.
In charge of supplying quality assurance team with up to date quality assurance policies and procedures to complete their daily tasks.
Assist in interviews for quality assurance department.
Train and assist new quality assurance agents.
Grade calls for call center agents.
Assist agents on call center floor that need help with shareholders on the phone.
In charge of keeping track of quality assurance department attendance, assisting supervisor with weekly reports, filing and policy procedure updates.

Administrative Assistant Nov 2008 －Jan 2010 Nelbud Services Egg Harbor, NJ

Reporting to Field Manager of Paterson WET Division and Director of operations, responsible for managing day to day operations of ISO 9001:2000 procedure in the kitchen exhaust cleaning industry.
Interact with customers and outside contractors to schedule work as well as to understand and resolve problems, by working with call center.
Assign work to field personnel, including field manager, leads, installers, salesmen and grease trap service technicians.
Track the progress, job costs, and profit of multiple jobs scheduled within Northern NJ/NY area.
Write proposals and service agreements through ISO 9001:2000 procedures, for Kitchen Exhaust Cleaning, HVAC, Grease Trap Pumping, Filter Service and necessary repairs associated.
Played a vital role with assisting Director of Operations to make a smooth transition of converting Fair Lawn Hood & Duct customers to Nelbud, after purchase of Fair Lawn Hood & Ducts Cleaners.
Provided administrative support to call center & corporate offices.

Office Assistant Jul 2002 －Nov 2008 Fair Lawn Hood And Duct Cleaners Paterson, NJ

Answering heavy volume of calls pertaining to field appointments and service contracts. Set up field appointments for service technicians.
Daily set up of routes for service technicians. Entering data through “Service Manager “ program.
Faxing documents, filing, invoicing, customer service, problem solving and accounts receivables, all basic office skills acquired.
Explore the market for potential customers through phone solicitation.
Helped company transition from a Fire Equipment company to a Kitchen Exhaust Cleaning Company by doubling clients within first year of operation through mail advertising and soliciting clients by telephone; after owner sold fire equipment company to start a new one altogether.
Assisted company with merger, when owner sold assets to Nelbud Services in November 2008.

Sales Associate Apr 2006 －Dec 2007 Old Navy Wayne, NJ

Assisting customers with locating items, returns, cashier at check out.
Visual merchandising, logistics, weekly marking down of items and posting signs of new sales and changes in price throughout all departments in the store.

Sales Associate Oct 1998 －Dec 2002 Toys R Us Wayne, NJ

Customer service assisting customers with refunds, transactions and location of merchandise.
Seasonal manager and acting manager in absence of manager.

Education: