Christina Creel 2028, Pheasant, TX 75077

________________________________________
cc62b602@westpost.net Home 972-822-8920 Cellular 972-822-8982
Summary
Quality Manager with 11 years experience developing and managing quality assuran
ce/control processes in Customer Service, Data Entry, Scanning, Production, Manu
facturing and Government regulations. Maintain specifications, produce performan
ce and operational documentation and communicate with senior-level managers rega
rding quality issues. Provide supervision and training to quality team members i
n-house and internationally. Sustain quality and compliance levels.
Customer Service Auditor/Trainer
Data Entry/Scanning Policy/Process Development
Manufacturing/Production Fraud Research
Process Improvement Documentation and Reporting
Customer/Client Relations Data Analysis Cause Analysis
Coaching and Feedback Supervision
Achievements
Contributed to budget savings of 1 million dollars reducing AHT (Average Handle
Time)
Created and collaborated system reports to reduce potential fraud and clarify t
he integrity of the quality data
Trained and Supervised ghost Quality Auditors internationally
Accountable for 100% of Production Inventory Counts
Audited over 80 District Offices within Immigration and Naturalization
Experience
Parago, Lewisville, TX 2004 to 2010
Quality Assurance Manager
Managed overall quality performance in customer service calls, emails, web chat,
data entry, scanning, executive escalations and Attorney General/BBB correspond
ence. Played an integral role in operational success and profitability through e
arly detection of quality incompliances to avoid costly errors. Maintain a conti
nuous leadership role as a Quality Trainer and a member of the internal auditing
team. Supervised 6 employees in the corporate office and 86 employees internati
onally.
Ensuring that curriculum is supplied for new hire quality training for calls, e
mails, escalations, web chat, data entry, scanning, e-sorting, and resubmissions
(including faxes and correspondence).
Establishing and maintaining Operations quality audit processes that test the k
ey customer requirements in each area that touches customers.
Ensuring that offshore vendors comply with auditing requirements in customer ca
re, data entry, scanning, and e-sorting.
Ensuring the accuracy and integrity of all quality data
Weekly review and monthly analysis of QA reports by location.
Troubleshooting problems from clients, Parago personnel, and vendors
Making sure that calibration sessions are held
Maintaining controls and process documentation.
Create client specific requirements for special needs such as launching Prepaid
Fulfillment, Telecom Companies, Government Fulfillment campaigns and Customer T
rack Sites
Andrulis/Cencor - U.S. Homeland Security, Washington DC 2001 to 2004
Program Analyst
Conducted and reviewed various Immigration and Naturalization case files for acc
uracy by government employees. Supervised teams of 5 auditors nationally to cond
uct 3 party audits on INS. Reported discrepancies to the District Directors of e
ach District Office and reported all findings to corporate headquarters in Washi
ngton DC.
 Conducted thorough audits on N-400, I-485, I-600 and I-90 cases across the Unit
ed States.
Determined sample size through mathematical methodologies.
Extensive knowledge with Immigration and Naturalization regulations.
Suggested and implemented process and procedural improvements nationally.
Experience with Government contracts and regulations
Dell Computers, Austin, TX 1999 to 2001
Inventory Control/Analyst
Conducted inventory counts of all parts in refurbished stockroom. Managed and su
pervised logistics of damage-delivered parts and computers. Conducted process au
dits to identify bottlenecks and constraints effecting throughput.
Managed and controlled $1.5 million inventory. Established inventory control fo
r refurbished department implementing an efficient customer returns procedure.
Supervised and managed stockroom operations.
Streamlined system to process customer returns and development of automated tra
cking program.
A member of the Internal Audit team and certified in ISO 9000.
Education
Kilgore Police Academy, Kilgore TX 1998
A.A., Corrections
LSUS, Shreveport LA 1998
Woodlawn High School, Shreveport LA 1985
H.S.
Additional Skills
Leadership Training Time Management Training
Resourcefulness Scorecard Reporting
Mentorship Vendor Management
Affiliations
Quality Manager, American Society for Quality, 2004 to 2010
Quality Manager, ICMI International Customer Management Institute, 2010 to 2010
Certifications
Internal Auditor, COPC 2000, 2004
Internal Auditor, ISO 9000, 2001
Training
Manager, Leadership Cast, 2010
Manager - Leadership, Stagen, 2008
Manager, Dale Carnegie, 2005. Leadership Training for Managers
Quality Manager, ASQ, 2006. Systematic Problem Solving for Sustained Improvement
s
Quality Manager, Sandler Assoc., 2007. Managing Remote Teams
Quality Manager, Lisa Haneberg, 2009. The High Impact Middle Manager

Volunteer
CARES, Lewisville TX 2009 to 2010
Volunteer
Help with the American Heart Association
Paws in the City, Dallas TX 2006 to 2008
Volunteer
Help foster dogs and find them homes
Computer Skills
Microsoft Outlook Microsoft Word
Microsoft Excel; Pivot tables, VLOOKUP Formulas
PowerPoint - Presentational Skills
Quickbase IBES
Visio Microsoft 7