jessica claire montgomery street san francisco ca 94105 555 4321000 resumesampleexamplecom summary 15 years experience ecommerce web operations quality assurance technical support departments manage ecommerce website operations technical support call center provide support implementation various development projects including enhancement activities related ecommerce website related applications perform document qa inspectionsverifications product components processes based upon specified requirements including documentation nonconformances quality assurance representative determine implement control procedures quality engineering techniques required provide necessary level product quality assurance perform product process audits assessment within company suppliers develop quality planning inspection procedures systems articles processes integrate quality operations production procurement activities provide acceptance hardwaresoftware conduct nonconformance investigations recommend appropriate corrective action familiar software application sap highlights customer relations specialist process improvement multiunit operations management quality assurance control organized unsurpassed work ethic resultsoriented detailoriented accomplishments troubleshooting proficiency strong communication skills excellent time management problem resolution deadlineoriented employee training development experience 052001 092016 web project manager cox enterprises buffalo ny manage 15 employees web operations department administer supervise web operations department policies procedures day day workflow accomplish staff results communicating job expectations planning monitoring appraising job results coaching counseling disciplining employees developing coordinating enforcing systems policies procedures productivity standards provide analysis modification quality efficiency web builder merchant operations apply strategic planning determine company department unit objectives monitor staff performance including performance reviews define plan implement production operation web products services monitor progress projects make adjustments necessary ensure successful completion 011996 011999 customer supportcall center manager hughes spectrolab corp city state strong communication interpersonal crossfunctional team skills experience hands management high volume full service call email chat customer service operations partner product development team members create maintain training materials existing upcoming web products develop escalation procedures provide feedback management concerning possible problems areas improvement work management customer service initiatives including gathering requirements customer care web product features enhancements play active role workflow issue escalation product expert expert cs tools guide issue resolution either fixing problem going directly person team understand details product upgrade feature enhancementslaunches order effectively communicate agents changed refine process continually improve cases managed issues resolved forecast callsupport volume help determine call support staff set case management process customers internal teams ensure call loop closed regular call listeningmonitoring understand customer complaintsissues quality assurance web operations assist performing usability testing proposed designs including corporate internal website templates provide regular progress reporting system web development staff assure member requirements fulfilled experience html website navigation meta tags title tags keywords search engine optimization familiar microsoft customer relationship manager crm reflections 2 vax sage 500 office automation applications perform tasks developing quality assurance testing activities solving product testing issues implemented crosstraining program increase improve performance increase skill levels education ed net career institute inc woodland hills ca skills articulate case management coaching interpersonal excellent communication counseling crm customer service customer care detail oriented email fast features financial focus functional html listening navigation office automation performance reviews policies problem solving skills progress quality quality assurance reporting sage search engine optimization selfstarter strategic planning training materials upgrade usability testing vax web development website workflow written