Experience

Columbus House, Inc

• United States
• Non-profit Organization Management
• 1 - 100 Employee

• QUALITY ASSURANCE COORDINATOR

  • Mar 2007 - Present

  Responsible for all local database administration of proprietary software with 40 agency users. Troubleshot user's software, hardware and database issues at seven office sites in person and through remote software access. Reviewed, reported and trained case managers for compliance with state, federal, regional and private grants; assisted with preparation of applications. Submitted monthly, quarterly and annual reports to city, state, regional and government funders. Led client case file review committee and administrator for audit preparation teams. Prepared all technical documentation on telephone and technology systems. Offered trainings on Microsoft Office products. Prepared staff newsletter. * CALL CENTER QUALITY ASSURANCE LEAD



Loaves & Fishes Food Pantry and Clothing Closet

• PROGRAM COORDINATOR

  • Oct 2004 - Present

  Sole paid employee for organization that annually distributes more than 14,000 bags of food. Organize daily activities for food pantry program that serves 300 guests weekly. Oversee all aspects of food purchases and donations to maintain food storage. Work with city officials and CT Food Bank to meet all distribution, preparation and storage. Administer all volunteer training, support and recognition activities. Prepare grants; annual mailings and fundraising materials; develop and maintain local network for donations and in-kind gifts.



Columbus House Inc.

• Quality Assurance Coordinator

  • Mar 2007 - Sep 2010



SourceMed

• IT Services and IT Consulting
• 100 - 200 Employee

• Quality Assurance Lead

  • Sep 2004 - Mar 2007

  Promoted from first tier customer service representative to Quality Lead in 8 months. Reviewed live support calls, coach representatives and provided call center performance statistics. Provided upper management with Excel prepared reports from internal Customer Response Management database. Designed and trained line management in the use of on-demand reporting tools to view performance of individuals and products.

• SOFTWARE SUPPORT SPECIALIST (HELP DESK)

  • Oct 2003 - Aug 2004

  Delivered above average level of first call resolution to customers contacting help-line or produce referral ticket for issue follow up in two medical billing and patient tracking software applications. Researched and resolved all outstanding issues.



Waverly Tenant Management Inc

• RESOURCE COORDINATOR

  • Jul 2000 - Jun 2005



Goodwill Industries International

• United States
• Non-profit Organizations
• 700 & Above Employee

• DIRECTOR, COMPUTER AND OFFICE SKILLS TRAINING

  • Apr 2001 - Aug 2004

  Developed curriculum and conduct class for adults referred from government agencies for retraining, first-time employment, and disability evaluation. Provided network design support. Oversaw in-house staff training in Microsoft products. Certified Microsoft Office User Specialist Educator. Lead writer for technology-based grant applications. ADMINISTRATIVE Developed curriculum and conduct class for adults referred from government agencies for retraining, first-time employment, and disability evaluation. Provided network design support. Oversaw in-house staff training in Microsoft products. Certified Microsoft Office User Specialist Educator. Lead writer for technology-based grant applications. ADMINISTRATIVE