QUALIFICATIONS:

• Seeking a career opportunity in a challenging dynamic call center environment as a customer service representative where my customer relations skills can be utilized to smoothly handle customer questions and concerns and improve company image with an opportunity for advancement while making significant contributions to the success of my employer.

Confidential

Administrative Assistant

Responsibilities:

• Responsible for maintaining shoe voucher orders and meal ticket books, answering the phones, greeting visitors, and providing staff support with clerical and administrative functions (i.e. faxing, filing, copying, scanning and ordering supplies as needed).

Confidential

PFS Follow - Up & Collections Specialist

Responsibilities:

• Conducted 100 outbound calls per day.
• Verified and updated addresses in Health Connect when mail was returned because of a “bad address”.

Baltimore, MD

Document Prep/Imaging Specialists

Responsibilities:

• Loaded/unloaded boxes to and from storage racks. Processed all incoming material orders.
• Scanned carton barcodes and locations, prepped files for scanning; removed staples and paper clips from files, unfolded creases and edges of files, secured ripped papers with tape and also taped sticky notes and small papers to a blank sheet of paper to ensure that all files were able to go through the scanner.

Herndon, VA

Data Entry Clerk 

Responsibilities:

• Assisted with the 1095A Project which included reading consumers case narratives to its entirety and making judgment on the issue(s) at hand so that each case could be directed to the appropriate department that handles that issue(s).
• Responsibilities included updating addresses, comparing addresses from HICS and MIDAS to ensure which address was accurate for reprinting and mailing out the 1095A forms Merged case files together and cleaned them up to ensure that the spelling of addresses were accurate through the USPS and even Google as well as insured that there were no grammatical errors (i.e. periods,

Confidential

Rockville, MD

Administrative Clerical / File Clerk

Responsibilities:

• Performed routine administrative duties such as: placing, receiving and routing telephone calls; receiving and directing visitors, typing, filing, faxing, handling incoming and outgoing mail, ordered and maintained supplies, provided backup coverage to other administrative desks.
• Possessed strong written and verbal communication skills.
• Provided direct patient care under the supervision of a R.N. or L.P.N. Also, provided administrative support such as: scheduled appointments, completed direct ordering with the doctors and assisted other staff members with processing payroll.

Washington, DC

Data Entry Operator 

Responsibilities:

• Digitally processed, indexed, stored and retrieved critical documents for various companies throughout the Washington, DC Metropolitan area.

Washington, DC 

Database Specialist

Responsibilities:

• Analyzed and tested database with various simulations to ensure efficiency and productivity of data system maintaining member information and updates as request are made, customers join, and change policy information. Ran and created reports validating systems test into spreadsheets.
• Compared results to simulations as a reference point to ensure validity using excellent organization skills. Utilized detail-oriented skills to provide basic computer skills and proficient knowledge of MS Word and MS Excel to complete tasks.

New Carrollton, MD 

Delivery Driver

Responsibilities:

• Delivered high quality products to customers in a safe, courteous and timely manner.
• Responsibilities also included learning delivery areas, checking orders for accuracy, executing cash management duties, and covering other restaurant workstations including end of shift cleaning.

Washington, DC

Call Center / Customer Service Representative

Responsibilities:

• Provided excellent customer support service as a call center representative calling local union members to survey each union regarding upcoming elections. Created reports and documented results of surveys.

Washington, DC

Audit Clerk II

 Responsibilities:

• Processed membership dues reports in a timely and accurate manner. Answered inquiries pertaining to dues reports.
• Maintained accurate records and files.
• Retrieved information from records and files upon request. Recorded information in organizational documents, entered data into simple computer programs, distributed information, and performed simple computations.
• Performed a variety of clerical tasks that were auxiliary to the work of the supervisor which did not require a technical or professional knowledge of a specialized area.
• Performed clerical duties that required general knowledge of the organization and its procedures and practices.
• Performed dues accounting functions as required by supervisor, which included: updating database, balancing dues processed to cash receipts, investigating discrepancies and making necessary corrections, reviewing reports for accuracy, mailing reports to locals and processing dues adjustments between

Confidential

Bladensburg, MD

Retail Sales / Customer Service Associate

Responsibilities:

• Provided trustworthy advice to customers with a focus on doing whatever it took to get the job done right Greeted customers and assisting customers in finding the right parts and products using electronic or paper catalogs. Handled customers' complaints and operated cash registers.
• Built store displays, processed returns, and stocked shelves. Complied with established policies and procedures.
• Assisted store management in achieving profitable sales and excellent customer service, and performed other duties as assigned.

Washington, DC

Communication Technician / Help Desk Specialist

Responsibilities:

• Supported over 70,000 users within the Customs & Border Patrol Services.
• Main focus was on customer service and IT support of services and applications via a call center facility.
• Troubleshooted with remote access tools via telephone. Roles and responsibilities included: Monitoring TSC Voicemail Boxes, Remedy Incident Queues, and CBP Helpdesk Email Box Facsimile for Virtual Private Network (VPN) Access Request Forms.

Irving, TX

Call Center / Help Desk Analyst

Responsibilities:

• Ensured customer satisfaction by responding to calls to the Defense Enrollment Eligibility Reporting System (DEERS) Help Desk. Conducted Tier 1 and Tier 2 level problem determinations for software (RAPIDS, TRICARE Reserve Select, and Contractor Verifications System) and hardware inquiries.
• Logged all customer questions and problems and track the issues through to resolution to include timely recording of problem symptoms and status information in an effort to communicate with and properly utilize senior Help Desk staff.
• Ensured timely escalation of customer problems, when necessary, by documenting the impact to the customer and by assigning an appropriate priority and resolution target.
• Initiated escalation of severe service problems as appropriate to ensure Help Desk awareness of the problem that has exceeded documented target time.
• Placed outbound calls to the customer base when issues or errors are found that need to be corrected and managed day-to-day service delivery problems and work on special projects with other departments as assigned.