Qa Lead Resume Example

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Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,

Personable and dedicated Customer Service Representative with extensive experience in retail industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Ethical leader talented at processing high volumes of error-free transactions and meeting departmental goals. Offering over 20 years of experience in quickly resolving varoius issues and maximizing customer retention opportunities. Proficient in managing conversational flow and diffusing difficult customer situations.

Positive and upbeat Customer Service Specialist bringing over 5 years of customer-facing experience in fast-paced settings. Highly adaptable to addressing diverse customer needs. Proven history of building trust with customers to promote satisfaction, resolve concerns and maintain long-term loyalty.

Innovative professional focused on maintaining high levels of accuracy as well as achieving customer service and sales goals. Proven ability to establish rapport with clients and exceed all sales goals. Skilled in both individual and team roles, with expertise in training and mentoring new staff on company objectives.

  • Report creation
  • Credit card payment processing
  • System implementation
  • Route management
  • Sales expertise
  • Customer relations
  • Problem-solving abilities
  • Adaptive team player
  • Business development understanding
  • Senior leadership support
  • Stockroom procedures
  • Quality assurance controls
  • Conflict resolution
  • High-energy attitude
  • Courteous demeanor
  • Active listening
  • Retail sales customer service
  • Quality control
  • Schedule mastery
  • Inbound and outbound calling
  • Conflict mediation
  • In-store support
01/2017 to Current QA Lead Zynga, Inc. | New York, NY,
  • Assisted with effective testing processes for new and existing products to meet client needs.
  • Monitored compliance to specification for quality production at facility.
  • Calibrated programs used to evaluate precision and accuracy of production equipment.
  • Worked collaboratively with members of operations department to improve processes and optimize productivity.
  • Administer safety training for new hires and re-training for current employees.
  • Made recommendations to division managers concerning facility and employee quality issues.
  • Coached, mentored and motivated QC managers, supervisors and technicians to improve quality control process.
  • Notified management promptly of any systemic concerns with production line and recommended improvement plans.
  • Spearheaded occupational safety and health in facility, assuring compliance with federal, state and local requirements and laws to prevent hazards and injuries.
11/2015 to 01/2017 Customer Service Representative Cardinal Logistics Management, Inc. | Kenosha, WI,
  • Assisted approximately 20-30 customers each day with Product or Service questions.
  • Answered customer questions and addressed concerns, resulting in 10% reduction in complaint calls.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Escalated customer concerns, store issues and inventory requirements to supervisors.
  • Greeted customers to facilitate services, determine service needs and accurately input orders into electronic systems.
07/2014 to 01/2017 Housekeeping Team Leader Berkshire Health Systems, Inc. | Pittsfield, MA,
  • Followed proper handling procedures for chemical cleaners and power equipment to prevent damage to floor and fixtures.
  • Used hazardous and non-hazardous cleaning products for sanitizing bathrooms and kitchens to reduce spread of germs and prevent illness.
  • Dusted and vacuumed 20-30 assigned rooms, wiped baseboards, removed scuff marks and cleaned mirrors, toilets, sinks, showers, tubs and marble floors daily.
  • Interacted pleasantly with clients and patrons when performing daily duties.
  • Coached new housekeepers by demonstrating approved cleaning procedures.
  • Maintained exceptional guest satisfaction by working closely with management and reporting feedback from customers.
  • Removed all trash from guest rooms, including emptying wastebaskets and properly disposing of all soiled linen.
  • Provided deep cleaning services for areas in need of additional sanitation.
  • Washed and polished glass windows and doors to keep entryways clear and professional.
  • Cleaned, sanitized and restocked bathrooms twice daily to keep facilities fresh.
  • Collected trash from receptacles and surfaces, discreetly removing items for disposal.
  • Used floor scrubbers and buffing equipment and chemicals by following all manufacturer instructions to avoid burns, injuries and workplace accidents.
  • Swept and damp-mopped private stairways and hallways.
  • Reduced average cleaning time per room from 10 to 6 minutes.
  • Completed cleaning tasks while spending majority of day walking, twisting, bending, pushing and kneeling to get job done.
  • Returned vacant rooms to occupant-ready status by deep cleaning, changing linens, restocking inventory and removing trash.
  • Requested maintenance orders to fix non-working equipment and address any room damage.
  • Moved beds, sofas and reclining furniture to wipe down baseboards and alleviate dust and dirt from hard-to-reach areas.
  • Provided detailed and timely cleaning services while working in fast-paced environment with multiple interruptions.
  • Thoroughly cleaned entire establishment, including rooms, lobbies, lounges and restrooms to maintain organized and welcoming environment.
  • Responded to guest requests for linens and personal items quickly, which increased patron satisfaction rates by 40% on company scorecards.
Education and Training
Expected in High School Diploma | Nazarene High School, Belize City, Belize , GPA:
Expected in 05/1989 Associate of Arts | Business Administration University of Belize, Belize City, Belize, GPA:

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Resume Strength

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Resume Overview

School Attended
  • Nazarene High School
  • University of Belize
Job Titles Held:
  • QA Lead
  • Customer Service Representative
  • Housekeeping Team Leader
  • High School Diploma
  • Associate of Arts

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