         QUALITY ANALYST/SENIOR RECORD KEEPING SPECIALIST       Summary    Administrative professional eager to leverage over 20 years of experience and business management degree to secure a higher level position that will demonstrate leadership skills. Highly organized, efficient and skilled in a variety of office support tasks.      Professional Highlights         Creates vision for performing art shows and acquires appropriate facilities for expected guests.  Motivates and manages teams for targeted outcomes.  Recruit and supervise associates to ensure effective mentoring of all performers.  Lead coach for upwards of 60 performers per venue.  Oversees all record keeping.  Handles approval of budgets, payroll accounts, costume selections, stage sets, playbills press releases and purchases of insurance contracts required for facility rentals.  Reviews and approves rental contracts for vendors, captures sales records for ticket type orders, manages timelines and schedules.     Procedure development  Personable  Team building  Relationship building  Flexible  Dedicated  Client relationships  Troubleshooting and problem solving  Productivity improvement specialist  Quality assurance and control  Organized  Results-oriented  Cost reduction and containment            Experience     May 2010       Company Name   City  ,   State     Quality Analyst/Senior Record Keeping Specialist        Excel within deadline-intensive environment, ensuring the accurate and on-time completion of QC related tasks and volumes related to service level agreements.  Provided weekly team building to motivate peers toward team mindsets resulting in praise by management and associates.  Facilitate team huddle and use lean capacity management principles to flex workloads between Pay-In QC processes.  Document standardization of processing to eliminate waste.  Attend daily/weekly meetings related to implementation of process improvements as a result of problem solving.  Assist in updating standard operating procedures related to the Asset Transfer process.  Assisted in developing visual management boards related to four separate processes to monitor production and capacity management.  Responsible for researching and reporting trends that will effect work processes; provide effective and efficient action plan to eliminate waste and implement within necessary turn-around time.  Tapped for projects company-wide.  Recognized for high-quality work, organizational strengths and exceptional customer service delivery related to the TIAA-CREF Way.         January 2007   to   May 2010     Company Name   City  ,   State     Customer Service Representative        Provided quality service to customers related to asset transfer form requests and NIGO resolution.  Lead  associate for NIGO reporting to upper management and responsible for reduction of NIGO queues by working with financial consultants and related associates.          January 2001   to   January 2007     Company Name   City  ,   State     Customer Service Representative        Acted as a liaison to supervise 15 institutions requesting enrollments and information related to posting client premiums.  Accurately performed calculations related to gains or losses.  Performed rollover/transfer payments to and from contracts to serve client requests.  Processed refund payments for reconciliation of unclaimed payments.         January 1990   to   January 2001     Company Name   City  ,   State     Receptionist/Administrative/Telephone Service Counselor        Professionally responded to telephone/written communication and in person visits from participants and institutions regarding payments, eligibility, policy loans and individual life insurance products.  Received excellent reviews for customer service and resolution of client complaints.         March 2004   to   Current     Company Name   City  ,   State     Performing Arts Director/Project Manager        Creates vision for performing art shows and acquires appropriate facilities for expected guests.  Motivates and manages teams for targeted outcomes.  Recruit and supervise associates to ensure effective mentoring ofall performers.  Lead coach for upwards of 60 performers per venue.  Oversees all record keeping.  Handles approval of budgets, payroll accounts, costume selections, stage sets, playbills press releases and purchases of insurance contracts required for facility rentals.  Reviews and approves rental contracts for vendors, captures sales records for ticket type orders, manages timelines and schedules.          Education          University of Phoenix   City  ,   State       Pursuant of Bachelors Degree  :   Business Management Project Management    Business Management Project Management            Berkeley College   City  ,   State       Associates Degree  :   Business/Office Administration    Business/Office Administration        Work History            Company Name                        Company Name                        Company Name                  Skills     Customer service, people and goal-oriented, proven ability to mentor and coach, verbal and written communications      