GWEN BAILEY

• Cooperated with engineering, manufacturing and corporate accounting to verify adherence to quality standards.
• Reported production malfunctions to managers and production supervisors.
• Collected production samples regularly and performed detailed quality inspections.
• Implemented new quality assurance and customer service standards.
• Monitored staff organization and suggested improvements to daily functionality.
• Prepared and collection production reports.
• Collaborated with audit clients and action owners to apply root cause analysis guidance and establish effective corrective action plans.
• Applied coaching techniques and tools to support managers and team members in improving performance.
• Established and tracked quality department goals and objectives.
• Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction.
• Proved successful working within tight deadlines and fast-paced atmosphere.
• Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
• Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
• Offered friendly and efficient service to customers, handled challenging situations with ease.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
• Provided training to over 50 universal team members in 2020-2021.

Processing through AS400 Daily and capture, correct, and process daily transactions from all sources.

• Oversaw on-site IT engineer dispatch plans, creating pre-defined response scenarios for common malfunctions and service call types, producing reports.
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• Reviewed deficiencies based on internal audits and suggested remedies.
• Created remote service interaction scenario manuals, defining appropriate triage and response policies for common ticket types.
• Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
• Generated reports detailing findings and recommendations.
• Boosted customer experiences by delivering superior customer service, issue resolution and merchandising.
• Performed tests of functionality, security and performance of different workstations and devices.
• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.

• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
• Patched software and installed new versions to eliminate security problems and protect data.
• Performed tests of functionality, security and performance of different workstations and devices.
• Monitored systems in operation and input commands to troubleshoot areas.
• Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Installed, modified and repaired software and hardware to resolve technical issues.
• Handled 100 calls per day to address customer inquiries and concerns

• Used consultative techniques to understand customer needs and make strategic referrals to business partners.
• Described product highlights and benefits to help guide purchasing decisions.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Resolved concerns with products or services to help with retention and drive sales.
• Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
• Took payment information and other pertinent information such as addresses and phone numbers to place orders.
• Answered average of 100 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information

• Phone and Software Technical Support, Basic cell phone tech support.
• Setting up Payment Arrangements for accounts.
• Solicit sales of new or additional services or products.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Adapted to new applications and maintained knowledge of current technologies.
• Applied strong communication and negotiation skills regarding refunds and merchandise exchanges.
• Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
• Recommended products to customers and suggested other options if preferred product was unavailable.

• Mortgage Deceased Borrower, Deed in lieu, Short Sale and Charge Off AS400, SRM,E-Oscar Equifax, Experian, Tran union, and Innovis.
• Review loan agreements to ensure that they are complete and accurate according to policy.
• Set up, stored and updated customer files, department records and regulatory paperwork.
• Communicated acceptance or rejection to applicants via mail, email, telephone or personal consultations.
• Verified credit histories, personal references and employment backgrounds for each applicant.
• Maintained excellent attendance record, consistently arriving to work on time.
• Reviewed and validated details of loan applications and closing documentation

• Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
• Educated clients on account services and resolved client inquiries regarding statement information and account balances.
• Provided primary customer support to internal and external customers.
• Facilitated communications through management of inbound and outbound customer calls.
• Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Resolved over 100 customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management

• Cell phone Tech support, and software update and billing Provided customer support via telephone, resolving common customer issues and concerns.
• Explained billing details and account payments Programmed mobile phones and completed basic troubleshooting on accounts.
• Informed customers of relevant service upgrades that addressed their specific needs Attracts potential customers by answering product and service questions; suggesting information about other products and services.
• Resolved over 100 customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management

• Restocked supplies and placed purchase orders to maintain adequate stock levels.
• Coordinated travel arrangements by booking airfare, hotel and ground transportation.
• Generated reports and typed letters in Word and prepared PowerPoint presentations.
• Monitored premises, screened visitors, updated logs and issued passes to maintain security.
• Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes.
• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.

• Instruct students individually and in groups, adapting teaching methods to meet students' varying needs and interests.
• Teach basic skills such as color, shape, number and letter recognition, personal hygiene, and social skills.
• Observe and evaluate adolescence performance, behavior, social development, and physical health.
• Establish and enforce rules for behavior, and policies and procedures to maintain order among students.
• Provide variety of materials and resources for adolescents to explore, manipulate, and use, both in learning activities and in imaginative play.
• Provide disabled students with assistive devices, supportive technology, and assistance accessing facilities such as restrooms.
• Meet with other professionals to discuss individual students' needs and progress.
• Attend staff meetings, and serve on committees as required.
• Developed team communications and information for meetings
• Managed team of 12 employees, overseeing hiring, training, and professional growth of employees