1. Tara Mickens
713 Veterans Highway
Bristol, PA 19007
Summary: Self starter with the ability to work independently and professionally. I have
been proven to manage multiple tasks and meet deadlines in a fast paced environment.
Excels in both risk management and quality assurance. Desires to obtain a rewarding and
challenging career. Proficient in Microsoft Outlook, Microsoft Word, Enterprise
Customer Profile Database (ECPD) Work Flow Manager (WFM), Root cause Analysis
( RCA) and ACSS.
QA Compliance Coordinator Business Finance Operations Verizon Wireless
October 2006-Present Trevose, PA
Conducts audits for corporate and consumer requests in a national database to ensure
compliance. Validate ECPD profiles are accurately reflecting all detailed aspects of
contracts submitted. Selected by management to process audits for specialized Enterprise
Purchase Order Database (EPOD) team. Appointed by leadership to train peers on
process enhancements. Chosen by supervisor to review and resolve escalations.
Partnered with leadership team on special projects.
Contracts-Senior Representative Area Finance Operations Verizon Wireless
November- 2004 October-2006 Trevose, PA
Reviewed all contractual documents to build corporate and government profiles into a
national database. Assist with all requests that are received via WFM including My
Business (My Biz), maintenance requests, Telesales and Business to Business (B2B).
Proactively work with management on implementation of process improvements.
Fulfillment Return Center-Customer Service Representative Verizon Wireless
May 2004-November 2004 Trevose, PA
Responsible for reviewing and resolving customer inquiries. Activated requests for
equipment on new and existing accounts. Validated eligibility for customers to obtain
field replacement units. Partnered with internal departments to meet needs of customer.
Supervisor ICT Group, Inc
October 2000 - May 2004 Langhorne, PA
Supervised a diverse team of 40- 50 representatives within a call center environment.
Managed employee statistics and productivity to ensure targets are achieved. Reviewed
and resolved escalated customer concerns. Responsible for pulling weekly reporting and
providing analysis of indentifying down to root cause. Maintained daily schedules,
2. distributed payroll checks and quality monitoring. In addition, maintained and updated
Insurance Team Leader Cenlar Central Loan Administration
November 1998- September 2000 Ewing, NJ
Liaison between various department regarding investigations including:
Researched check payment in various computer systems. Handled request check
payments to various home owners’ insurance companies, and policy holders,
to stop and /or reissue payments and copies of checks. Maintained and
updated account information for insurance companies and policyholders. Created,
organized, and maintained correspondences in reference to investigation of check
Mercer County Community College, Trenton NJ
1995-1996 Business Administration