ANJA SHIPP
Silver Spring,MD
Summary
Detail-oriented and results-driven Quality Assurance professional with extensive experience in ensuring product and process excellence. Skilled in developing and implementing comprehensive testing protocols, identifying defects, and driving continuous improvement initiatives. Proficient in quality standards, regulatory compliance, and risk management, with a strong ability to collaborate across cross-functional teams to achieve organizational objectives. Committed to maintaining high-quality standards, enhancing operational efficiency, and delivering products and services that exceed customer expectations.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Service Representative
UPS, Giant LLC, Instacart, Uber, AirGarage
01.2017 - Current
- Responded to customer requests for products, services, and company information.
- Investigated and resolved accounting, service and delivery concerns.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Increased efficiency and team productivity by promoting operational best practices.
- Trained new personnel regarding company operations, policies and services.
Assistant Manager / Receptionist
Potomac Animal Hospital
01.2008 - 01.2017
- Completed quarterly and semi-annual price increases
- Set up, managed, and maintained vaccine templates and series vaccine reminders
- Set up, managed, and maintained laboratory test templates and reminders
- Created estimate sheets for surgery procedures
- Managed database, to include creating new codes and doing after-hours updates, synchronization and rebuilding of databases
- Created super codes for multifaceted procedures
- Filled prescription medications
- Purchased medications through online vendors
- Coordinated and updated grooming price list
- Coordinated surgeries with outside visiting surgeons
- Provided logistical support to office manager and kennel manager
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Identified and communicated customer needs to supply chain capacity and quality teams.
Tax Preparer / Assistant Manager
Liberty Tax Service
01.2009 - 04.2009
- Reviewed clients tax filing papers thoroughly to determine eligibility for additional tax credits or deductions.
- Completed and filed returns with tax departments at local, state, and federal levels.
- Maintained complete records of client tax returns and supporting documentation in secured areas.
- Prepared tax returns, extensions, tax planning calculations, and write-ups for organizations and entities.
- Offered clients recommendations to reduce tax liabilities.
- Assessed client tax situations to determine best filing options.
- Communicated with clients regarding tax situations, providing guidance on financial decisions.
Education
Bachelor of Science - Psychology, Business Management
Shepherd University
Shepherdstown, WV01.2006
Associate in Arts - Foreign Language, Dual Emphasis, Vietnamese and German
Monterey Peninsula College
Monterey, CA01.1996
Vietnamese
Defense Language Institute
Presidio of Monterey, CA01.1992
Associate of Arts - German
Defense Language Institute
Presidio of Monterey, CA05.1988
Skills
- Computers: Microsoft 365 Word, Quickbooks, and various data entry software Trained in MS Excel and Access Tenant Tracking software, Avimark Animal Hospital software
- Vendor engagement
- Bookkeeping
- Staff hiring
- Billing
ACTIVITIES
Athletically-minded – Lettered in gymnastics. Enjoy figure skating. Interior Design Fashion Design Foodie
Certification
- LINGUIST, Defense Language Institute, Presidio of Monterey, CA - 1982 -1992
Languages
German
Native or Bilingual
Vietnamese
Professional Working
Timeline
Customer Service Representative
UPS, Giant LLC, Instacart, Uber, AirGarage
01.2017 - Current
Tax Preparer / Assistant Manager
Liberty Tax Service
01.2009 - 04.2009
Assistant Manager / Receptionist
Potomac Animal Hospital
01.2008 - 01.2017
Associate in Arts - Foreign Language, Dual Emphasis, Vietnamese and German
Monterey Peninsula College
Bachelor of Science - Psychology, Business Management
Shepherd University
Vietnamese
Defense Language Institute
Associate of Arts - German
Defense Language Institute
MILITARY SERVICE
- U.S. Air Force May 1981 – June 1992
- Cryptologic Linguist (Vietnamese and German)
- Graduated with honors in all military courses
- Chosen for higher echelon training due to language expertise
- Was handpicked to test National Security Agency software
- Functioned as senior transcriber and senior linguist
- Performed quality control
- Was actually told by a supervisor that I work autonomously and don't need to be supervised
- Compiled unit protocol and subsequent training for data transmission of specialized sensitive information
- Training manager – updated training manuals; trained, supervised, and wrote evaluations of incumbents (Airmen)
- Mainframe computer systems operator
- Data element specialist for large mainframe data base
- Top Secret (TS)/Sensitive Compartmented Information (SCI) Security Clearance, active 1982 – 1992
- Defense Language Institute, Presidio of Monterey, CA
- Target Language Technical Training, Goodfellow Air Force Base, San Angelo, TX
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