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Customer Service Operator

Location:
Washington, DC
Posted:
November 29, 2019

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Tracy Morris

Over 23 years’ experience providing customer service to government and private organizations as an excellent oral and written communicator with emphasis on building strong client relationships. Demonstrated success in leading and mentoring cross-functional teams in multi-facility environments in order to maximize levels of productivity, and quick learner that rapidly adapts to emerging changes.

Qualification Highlights

Professional Experience

EPIQ Global

Washington, DC

Lead Service Specialist October 2010-August 2019

As a Lead Service Specialist, working in a legal environment, providing a variety of technical and administrative duties in support of multiple departments, my duties included, but were not limited to:

Monitoring the day-to-day daily operations of Office Services.

Following established guidelines and procedures for receiving, documenting, organizing and mailing out client packages (i.e. parcel deliveries, messenger services, etc.)

Ensuring clients request(s) and the delivery of faxes/parcels in a timely manner in accordance to corporate standards.

Producing copy, print and scan projects in accordance to verbal and written instructions.

Ensuring all projects have been properly produced and quality checked (QC’d) to corporate standards.

Monitoring daily mail processing, metering, sorting, and delivery of mail.

Maintaining ongoing communication with departments regarding maintenance, creation, revising, reviewing, and retrieval and archiving of records.

Performing data entry into electronic document management system.

Tracking daily volumes for measurable services provided to client.

Counselor Resource Group (CRG)

Washington, DC

Third Shift Supervisor September 2009-September 2010

As a Third Shift Supervisor, working in a litigation support environment, offering eDiscovery and document solutions to the legal and corporate communities, my duties included but were not limited to:

Supervising job-site operations and assuring compliance with all mandatory procedures and initiatives in daily operations.

Overseeing and directing the work of all on-site staff

Maintaining all records and updating systems to reflect newly added files.

Preparing daily and monthly reports

Monitoring operational systems and document technologies

Monitoring and following-up on assigned projects and documentation requests.

Managing shipping and receiving activities to maintain efficient department operations.

Encore Legal Solutions

Washington, DC

Lead Copy Operator January 2005- December 2009

As a Lead Copy Operator, working in a legal environment, providing electronic and paper discovery solutions to law firms and corporations, my duties included but were not limited to:

Reviewing, prioritizing, and submitting print requests from mainframe/mini/server/desktop according to complexity and urgency.

Performing quality control reviews of completed assignments ensuring output accurately meets the instructions as submitted.

Delivering print jobs within established timeframes; maintaining logs of all work submitted and completed including service logs.

Preparing scanning and printing jobs for blowbacks.

Operating a variety of office equipment, including photocopiers, fax machines, document scanners and printers.

Overseeing the operation of equipment and maintaining equipment in proper working order.

Maintaining inventory and supplies.

Proficient In The Use of the Following

Microsoft Office Suite, databases, and database software

Mail Machines--Pitney Bowes, ASCOM HASEL

Copy Machines—Xerox, Kodak, Canon

Facsimile Machines—Pitney Bowes, Canon

Binding Machine—GBC Binders

Education

Norfolk State University, Norfolk, VA

Mass Communications, 1983-1984

Booker T. Washington Senior High School, Norfolk, VA• Diploma • 1982

Personal

U.S. Citizen VA Preference

References

Available upon request

Clerical Administration

Highly organized and process -oriented with focused attention to detail

Critical Thinker

Able to work both independently and in a team environment

Team Building

Lifting and carrying boxes as needed



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