Qulaity Assurance Specialist Resumes in ------: Brad

Qulaity Assurance Specialist Resume

Contact Candidate

Name:

Brad

Location:

------

Experience:

Most Recent Job Title:

Qulaity Assurance Specialist

Objective:

My goal is to continue reaching my professional goals en route to a career in upper management, by combining my years of experience in customer service management, account management, large project management, training, and quality assurance.

Resume Text:

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Brad P. Hetrick

bradhetrick@gmail.com • (608)445-1582

1208 Garden Ave., Stoughton, WI 53589

______________________________________

CUSTOMER SERVICE SUPERVISION

Customer Support • Supervision • Conflict Resolution • Vendor Relationship Development • Policy Implementation • Training • Process Improvement

Diversified Customer Service industry professional with nearly a decade of increasing profits and customer-focused value in Call Centers, Training, and Account & Project Management.

• Call Center Supervision

• Employee Development

• Metric-Driven Success

• Staff Hiring and Termination

• Conflict Resolution

• Training and Mentoring

• Workforce Scheduling

• Policy & Process Development

• Contact System Management

• Vendor Management

PROFESSIONAL EXPERIENCE ___________________________________________

TDS METROCOM - Madison, WI

Voice, Internet, and Technology services provider to business and residential customers across the country.

CALL CENTER SUPERVISOR – REPAIR DEPARTMENT 5/03 – 12/06

Supervised teams of CSRs averaging 9700+ inbound and outbound calls per month to and from customers regarding service interruption. Managed the processing and entry of customer trouble tickets and resolution. Provided immediate, direct customer conflict resolution for escalated calls/ issues. Collaborated with management, external departments, and outside technicians to resolve customer trouble tickets. Reviewed, monitored, and coached employees daily to exceed departmental and individual statistical goals. Interviewed, hired, and terminated employees as needed to maintain a first-class level of customer service.

TRAINING DEVELOPMENT ADMINISTRATOR 4/02 – 5/03

Collaborated with department management and personnel to identify gaps in existing training. Designed training plans, learning objectives, and testing materials. Authored content for 17 departmental training manuals, workbooks, and criterion tests. Created maintenance and evaluation plan for ongoing upkeep of training materials.

Select accomplishments:

• Facilitated pilot training courses for over 40 department call center agents.

• Trained 3 Team Leads as department trainers.

REPAIR SPECIALIST AND TEAM LEAD 10/01 – 4/02

Provided superior customer service and trouble resolution skills to customers experiencing service interruptions. Routinely exceeded individual statistical goals.

Select accomplishments:

• Initiated department’s first-ever formal CSR training program.

• Trained 47 new Repair department hires; including 4 Supervisors.

• Promoted to Team Lead in 2001.

HSA BANK – Sheboygan, WI

The largest Health Savings Account bank in the United States providing resources and expertise to help health care consumers gain control over their healthcare cost decisions.

ADMINISTRATIVE COORDINATOR 2/07 – 11/07

Lead $250,000 implementation of Microsoft Customer Relationship Management Dynamics 3.0 software and application into HSA Bank Client Assistance call center, Operations, Business Relations call center, and Sales departments. Vetted domestic and international CRM consulting vendors and presented vendor selection recommendations directly to HSA Bank President and management team. Coordinated efforts of department managers, in-house IT experts, and CRM consultants in designing, developing, testing, training, and launching the CRM software and interface. Communicated project updates to executives and management team on a weekly basis.

CUSTOMCALL DATA SYSTEMS – Madison, WI

Providing billing, OSS and business process management solutions for local, long distance, VoIP, wireless, Internet, cable, and IPTV service providers.

ACCOUNT MANAGER 11/07 – 9/08

Maximized revenue for 16 small to large telecom clients using thorough troubleshooting to identify and correct complex customer billing and billing process problems. Communicated daily with executive and managerial-level contacts of clients, carriers, and vendors. Completed Sequel and AS400-based billing reporting tasks and client data mining requests.

CARDINAL HEALTH / VIASYS – Madison, WI

A leading provider of neurological and audiological diagnostic equipment for domestic and international hospitals, clinics, and health organizations.

QUALITY ASSURANCE SPECIALIST – Contractor 11/08-Present

Provide highly- detailed product and documentation inspection for all equipment orders assembled in-house and by external vendors before giving final approval for order shipment. Prep all outgoing diagnostic shipments according to strict company and international shipping standards. Maintain accurate and up-to-date hard-copy and electronic documentation quality records for assembly departments.

EDUCATION ___________________________________________________________

B.A. Art Therapy – Mercyhurst College, Erie, PA (1997)

FORMAL TRAINING _____________________________________________________

• Process Management

• Frontline Interpersonal Skills

• Coaching for Success I and II

• Coaching and Teambuilding Skills

• Helpdesk Management Certification

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