Quality Manager - Information Technology Resume Search
Quality Manager - Information Technology Resume Search
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Quality Manager Resume


Desired Industry: Information Technology SpiderID: 70096
Desired Job Location: PANAMA CITY BEACH, Florida Date Posted: 9/12/2013
Type of Position: Full-Time Permanent Availability Date: Immediately
Desired Wage: 00000
U.S. Work Authorization: Yes
Job Level: Management (Manager, Director) Willing to Travel:
Highest Degree Attained: Other Willing to Relocate: Yes


Objective:
Immensely analytical and versatile
quality manager with more than 25 years
of accomplishments-laden experience in
quality assurance, customer care
management, project management, and
technical support. Energetic manager
with strong interpersonal skills
essential in building, driving, and
motivating highly capable teams in
delivering remarkable results. Exemplify
integrity, unmatched work ethic, and
organizational capabilities in
effectively managing priorities and
multiple tasks in a challenging and
rapidly changing environment. Committed
to the continuing enhancement of skills
and expertise to steer companies toward
growth. Proficient with Microsoft Office
Suite, QuickBase, Knowlagent, and
various web design tools.


Experience:

PROFESSIONAL EXPERIENCE

SPRINT NEXTEL (FORMERLY NEXTEL PARTNERS)
- OVERLAND PARK, KS | PANAMA CITY BEACH,
FL
Quality Assurance Program/Project
Manager III, 20112013
Rendered quality assurance expertise in
conceptualizing and executing new tools
and methodologies to enhance customer
satisfaction. Utilized applications,
such as Knowlagent and iShare, to
conduct training sessions and obtain
questions and feedback through blogs and
online chat sessions.
- Negotiated statement of work
(SOW) contracts through direct
interaction with domestic and overseas
outsourced vendors
- Developed and delivered training
materials to continue the enhancement of
knowledge and expertise of teams
regarding company products and services

Operations Manager Centralized Quality
Assurance, 20082011
Conducted coaching sessions, goal
planning, team building, and performance
assessment to supervisors. Apprised site
management with updates on quality
guidelines and Centralized Quality
Assurance (CQA) Team objectives.
- Pioneered a Centralized Quality
Assurance Team to swiftly address and
resolve all issues prior to client
notification
- Raised customer satisfaction
scores by 4% as a result of implemented
strategies focused on improving service
quality
- Outlined top and bottom box
performance per functional area
- Participated in the Root Cause
Analysis part of the CQA team to deliver
comprehensive reporting and analytical
feedback to the Core Management Team,
outlining top and bottom box performance
in each functional areas
- Worked with Core Management Team
to build and execute the Centralized
Quality Assurance Team, focused on
observing site-level agents and
facilitating the enhancement of skills
through feedbacks to meet and surpass
Sprint standards
- Directed the operations of 6
supervisors and 151 quality analysts in
the Panama City Beach Customer Care
Center

Quality Assurance Manager, 20072008
Conducted real-time monitoring and
coaching as needed. Organized personnel
staffing and time records, giving
statistical information to each
associate.
- Spearheaded all operations of 18
quality analysts, including performance
feedback and coaching, goal planning,
and team building.

NEXTEL PARTNERS - PANAMA CITY BEACH, FL
Team Manager Customer Care, 20022007
Supervised a team of 22 customer care
representatives, including staff
scheduling, performance evaluations,
coaching, performance improvement plans,
goal planning, and team building. Built
and maintained positive work
relationships with several organizations
and clients.
- Received Circle of Excellence
awards for 2003, 2004, and 2006 for
outstanding performance
- Spearheaded the 2004 and 2006
PCB Spirit Team, boosting morale and
enthusiasm among teams.



EARLIER CAREER

ALERTS INC. - RALEIGH, NC
Director of Support Services

SOFTPRO CORPORATION - RALEIGH, NC
Director of Support Services

SAS INSTITUTE - CARY, NC
Computer Operations Manager
Help Desk Consultant


Education:

PROFESSIONAL DEVELOPMENT

Six Sigma: Yellow Belt | IBM Computer
Science/Information Systems
Certification | IBM Management Training


Affiliations:
PROFESSIONAL AFFILIATIONS

Member, Association of Support
Professionals - Member, Mensa
International - Member, Rotary
International
Board Member, Optimist International -
Board Member, Help Desk Association of
America
Member, Free and Accepted Masons of
Florida


Skills:
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Additional Information:
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Reference:
Available upon request.


Candidate Contact Information:
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