Dear Sirs and Mesdames,
Thank you for the opportunity to introduce myself.
I have been involved in various customer service processes since 1993. I have worked with
the City of Dallas as a direct, face-to-face facilitator and planner for city services; as a
supervisor of a mutli-level operation providing distinctive municipal services provided in
response to citizen concerns, city management and council member requests; as a
representative during intra-local governmental affairs and as a representative of the City of
Dallas at numerous city council, neighborhood association, professional organizations and
a variety of quasi-governmental organizations in the North Texas area.
After leaving the City of Dallas I worked in the civil construction and customer services
industries as a Superintendent for Carter & Burgess and Lead Agent / PMO Analyst for
Customer Service is too often viewed as a cost center and not a revenue producing
investment. This is primarily due to a misunderstanding of the difference between Quality
Assurance and Quality Control and the benefits of leveraging capabilities of each.
However, an organization that can truly identify its customer and client needs through both
process, can take a proactive approach leveraging the information gained from daily
customer service operations as a source for future revenue and support for future successful
If yours is the type of organization that identifies a difference between Quality Assurance
and Quality Control, then yours is an organization I am interested in joining.
The difference between Quality Assurance and Quality Control is the difference between
night and day. Quality assurance is all of those procedures and efforts instituted before a
product is delivered and designed to insure the output of a quality product. Quality control
is all of the measures instituted after the fact, once the product has been produced, that
measure how well the quality assurance efforts are performing.
One of the goals of any customer service operation should be to pro-actively institute
Quality Assurance measures that add value rather than simply cost. This is where I can be
of assistance in your efforts.
If you feel this letter addresses your organizations concerns and needs please feel free to