Emmett Bates Jr.
3121 Jackson Avenue  '  Kansas City, MO 64128  '   [Send email to request phone number] 86-4635
Objective
A knowledge seeker with an impressive record of achievements within all facets
of quality
assurance and customer support. Work efficiently under pressure and stress.
Self-starter who
meets project deadlines and requirements while performing tasks within a
fast-paced
environment.
Key Strengths include:
 *  Exceptional organizational skills. Consistently recognized by colleagues for
crossdiscipline
talents in needs analysis, troubleshooting and problem resolution in fastpaced
environments.
 *  Creative problem solver. Identify problem/needs and initiate logical,
effective
solutions. Consider whole problem and focus on real impact of decisions and
actions.
 *  Thrive in a team environment. Initiate action and follow through to
conclusion of any
commitment. Capably learn new skills. React flexibly to changes in priority and
direction, assume increased responsibilities as needed, and motivate others to
achieve
business objectives.
 *  Computer proficiency. Knowledge in computer operations and applications
including
Windows, Microsoft Word, typing and keyboarding skills.
                             Skills Summary                           
 *  Customer Service & Support  *  Quality Assurance  -  Time Management
 *  Interpersonal Communication  *  Statistical Reporting  -  Problem
Resolution
 *  Written Correspondence  *  Computer Skills  -  Analytical Skills
                            Professional Experience                         
Senior Quality Associate  -  Waddell and Reed  -  Shawnee Mission KS 1998-2008
 *  Manage and direct random quality reviews of all transactions received and
processed by mail.
 *  Conduct training and work review of Quality Assurance Associates and provide
assistance with
the workflow and queue management by monitoring the number of work items in the
queue to
be quality checked and switching associates queues when quality control work is
low.
Senior Quality Associate  -  DST Systems  -  Kansas City, MO  -  1996-1998
 *  Responsible for providing customer service to customers in the mutual fund
industry and
provided support to departments with excessive work loads including verifying
the accuracy of
data entered into system through processing.
 *  Processed daily maintenance work items including corrective processing and
performed heavy
phone communications.
                             Education                           
Lincoln University  *  Jefferson City, MO
Major: Music Education