Customer Service Project Manager
Resume:
Kenya D. Graves
Hopewell, Va 23860
E-mail: ********@*****.***
Phone: 804-***-****, Alternate Phone: 804-***-****
Work Experience:
Dodge Country/Freedom Jeep Chrysler (12/26/12-8/15/13)
Internet Sales Representative
Killeen, Texas United States
Manager: Lucy Skirvin 254-***-****
Pay Grade: NA
Salary: $7.50 (along with Commission Bonus) Hours per week: 40
Duties: Answer sales calls and make sales appointments, logs all customer comments into Car Research System, schedule/reschedule follow-up contact if appointment is made in Car Research, data entry, follow-up with sales department to determine if the appointment is kept and outcome, purify and update customer changes in database, respond to customer website request, contact internet clients via email and phone, notify necessary department to inform of appointment, forward any customers concerns to the correct department manager and follow up
Blackboard Student Services, (7/23/12-12/23/12)
Customer/Technical Support Representative
Killeen, Texas United States
Supervisor: Katarra Bragg-866-***-****; Contact: No
Pay Grade: NA
Salary: $ 9.00 Hours per week: 32
Duties: Resolves client inquiries by utilizing technological sources, including telephone. Strives for one-call resolution of customer issues while communicating appropriate options in a timely and professional manner. Manages and resolves identified client issues for customer accounts. Keys information into computer system. Navigates through the knowledge base to identify appropriate resolution for client issues and concerns. Escalates unique client concerns contained in knowledge base to the immediate supervisor for resolution. Projects favorable image of the company to promote its objectives and goals and enhance client and customer relationships. Participates in internal training programs to expand job knowledge and support clients. Provides delightful, efficient and accurate resolution to customer inquiries. Any other duties or projects as requested by management
SunTrust Mortgage, (Randstad/Spherion (11/2/11-1/31/12)
Bankruptcy Specialist II
Richmond, Virginia United States
Supervisor: Crystal Balke-804-***-****; Contact: No
Pay Grade: NA
Salary: $12.35 Hours per week: 40
Duties: Responsible for monitoring of events associated with bankruptcy filings, dismissals, and/or discharges. Responsible for monitoring the overall process of bankruptcy from referral to disposition, which encompasses case filings in Chapter 7, 11, 12, and 13. Timely and accurate completion of bankruptcy processes which encompass set-up upon notification, preparing and filing of Proof of Claim, Motion for Relief of Stay, pursuit of Reaffirmation Agreement, monitoring bankruptcy plan payment performance and case dismissal or discharge. Responsible for the documentation and filing of loan bankruptcy materials with the appropriate court systems. Ensures full compliance with bankruptcy regulations. Monitors accounts throughout the bankruptcy process and contacts appropriate party when necessary. Familiar with standard concepts, practices, and procedures within a particular field. Performs a variety of tasks. Relies on limited experience and judgment to plan and accomplish goals.
Connell Chevrolet (3/16/11-9/30/11)
Internet Sales Consultant
Killeen, Texas United States
Supervisor: Tiffany Ortiz-602-***-****; Contact: Yes
Pay Grade: NA
Salary: $10.00 per hour Hours per week: 40
Duties: Identifying and contacting new sales prospects among others through consultation either in person, or by phone. Develop knowledge of vehicle inventory. Evaluate customer needs. Maintain accurate and up-to-date contact information in the company database (Autobase). Move prospects through process from proposal to purchasing using phone calls, or email. Maintain relationships with installed customers through routine follow-up contacts to explore new opportunities. Perform a minimum amount of hours per week of individual telephone-time calling.
Vangent (8/1/2010-12/29/2010)
Call Center Supervisor
Chesterfield, Virginia United States
Supervisor: Bonita Terry- 804-***-****; Contact: No
Pay Grade: NA
Salary: $16.00 per hour Hours per week: 40
Duties: Manage CSR performance. Quality monitoring. Reinforce Accountability for work assignments. Monitoring and reinforcing adherence. RTA management. Complete and deliver employee performance appraisals including CMGARS. CSR Development and Coaching. Conduct regularly occurring one-on-one meetings with CSR’s. Establish and maintain open communication with CSR’s. Continually improve individual CSR performance by developing their skills through the consistent use of coaching and feedback. Complete and deliver warnings as applicable. Enter warnings delivered into local database as required. Maintain departmental records. Maintain accurate attendance information within Employee Database. Approve timesheets accurately and timely. Maintain well organized personnel files securely and professionally in accordance. Attend Calibration sessions for the purpose of keeping current on quality changes. Log in Queues as required during high call volumes and/or all hands status. Performing EJT and other training as specified by management. Interviewing potential job candidates upon request. Support and enforce call center expectations as well as departmental and corporate policies and procedures.
Vangent (07/07/2007 – 8/1/2010)
Senior Customer Service Representative II
Chesterfield, Virginia United States
Supervisor: Vincshena Harrison - 804-***-****; Contact: Yes
Pay Grade: NA
Salary: $14.53 per hour Hours per week: 40
Duties: Respond to supervisory or other priority telephone calls courteously and professionally. Responsible for productivity, quality, and timeliness of work in the completion of department tasks and goals. Provide leadership and guidance in all processing activities to BCC/CMS Contract Staff. Proofread documents for grammatical correctness and adherence to standards and formats. Assist in information reporting and development, and MIS reports. Assist in the design, development, and writing of BCC/CMS area processing procedures and maintain department records. Assume coordination responsibility for department of absence of supervisory staff. Frequent internal contacts with the Call Center Supervisors, Deputy Project Manager, Operations Representatives, and Information Specialists.
Vangent (Pearson Government Solution, K4 Solutions (07/05/2005 – 7/05/2007)
Customer Service Representative
Chesterfield, Virginia United States
Supervisor: Juanita Goode - 804-***-****; Contact: No
Pay Grade: NA
Salary: $10.33 per hour Hours per week: 40
Duties: Provide professional responses to telephone inquiries. Maintain accurate records on phone calls. Use basic computer skills for data entry. Provide knowledgeable responses to telephone inquiries in a courteous and professional manner. Adhere to the Privacy Act as it relates to the confidentiality of information released. Maintain a current understanding of the processing procedures to respond to numerous phone inquiries. Maintain up-to-date knowledge of DME regulations and policies as they apply. Assist with the delivery of internal employee training for new and temporary employees as requested. Utilize databases and written materials to look up and provide information to telephone inquiries. Respond to telephone inquiries within the set departmental staffing and established time parameters. Adhere to shift and break schedule as assigned. Meet/exceed quality and call statistic goals. Maintain appropriate documentation of phone inquiries. Continually look for and suggest process improvements, which will benefit Pearson and our customers (internal and external). Report problems that occur and assist with adjustments to resolutions. Perform other related duties as assigned. Researches and process claims for doctor services. Processes percentage computations for medicine deductibles.
Bryant & Stratton College (01/10/2004 - 06/30/2005)
Work Study-Library Assistant
Richmond, Virginia United States
Supervisor: Rosean Maher - 804-***-****; Contact: No
Pay Grade: NA
Salary: $6.75 per hour Hours per week: 20
Duties: Assist students with locating books and other related library issues. Provide customer service to incoming guests and interact with faculty and staff. Answered telephone calls and referred to correct personnel. Assist students with checking out library books. Conducts audits and assist library staff with organization of ISBN numbers and filing library cards. Assisted library staff with the retrieval of dislocated books, magazines, and newspapers. Provided assistance to students with zeroxing and collating copies. Provided orientation instructions to incoming students. Assisted incoming freshmen with ordering of instructional books. Insured accuracy of employee timesheets for payroll.
Living Faith Ministries (09/20/2004 - 12/18/2004)
Intern-Administrative Assistant
Colonial Heights, Virginia United States
Supervisor: Anthony McKinnon - 804-***-****; Contact: No
Pay Grade: NA
Salary: $0.00 per hour Hours per week: 15
Duties: Performed a variety of simple, complex and multiple clerical tasks. Responsible for typing church calendar and church telephone directory. Organized office space and files. Responsible for privacy of personal information during input of church member’s data into automated system. Assist with cash collections and accounts of church collections and checked for accuracy of monetary transactions. Prepared and reviewed financial accounting documents for church collections. Processes reports for church contributions and end of the year close outs.
Education:
Vocational School
Bryant & Stratton College (01/02/2006 – 4/19/2008)
Richmond, Virginia
United States
Degree: Bachelors - Major: Business Administration
GPA: 3.0 Semester Hours: 100
Description: Bachelor of Business Administration
Graduated June 14, 2008
Vocational School
Bryant & Stratton College (01/02/2003 - 12/21/2005)
Richmond, Virginia
United States
Degree: Associate of Applied Science Degree - Major: Business Administration
GPA: 3.0 Semester Hours: 60
Description: Associate of Applied Science Degree, Business Administration Richmond, VA
Graduated May 14, 2005
Training:
Training-CMS Part B Level II Claims Training (12/15/07) 40 hrs
Training – CMS Part B Claims Training (03/02/2007) 80 hrs
Training - CMS Tier I Training (11/26/2006) 120 hrs
Completion of Centers for Medicaid Services Tier I Training.
Training - CMS Tier I Training (12/07/2005) 120 hrs
Completion of Centers for Medicaid Services Tier I Training.
Training-CMS Part A Level I Claims Training (6/23/09) 32 hrs
Training-CMS DME Level I Claims Training (3/12/10) 32 hours
Training-CMS Part A Level II Claims Training (3/17/10) 32 hour
Awards/Certificates:
Certification - Certificate of Achievement (10/13/2006) 144 hrs
Recognition of Dean's list for earning a 3.0 - 4.0 Grade Point Average with 12 or more credits for the Spring 2006 semester.
Certification - Certificate of Achievement (06/17/2005) 144 hrs
Recognition of Dean's list for earning a 3.0 - 4.0 Grade Point Average with 12 or more credits for the Winter 2005 semester.
Certification - Certificate of Achievement (03/04/2005) 144 hrs
Recognition of Dean's list for earning a 3.0 - 4.0Grade Point Average with 12 or more credits for the Fall 2004 semester.
Certification - Certificate of Appreciation (12/14/2004) 20 hrs
In recognition of valuable contribution to the Lighthouse Mentoring Program at Bryant and Stratton College.
Certification - Certificate of Achievement (11/07/2003) 144 hrs
Recognition of Dean's list for earning a 3.0 -3.99 Grade Point Average with 12 or more credits for the Spring 2003 semester.
Certification - Certificate of Achievement (05/31/2003) 144hrs
Recognition of Academic Achievement for earning a 3.0 - 4.0 Grade Point Average with fewer than 12 credits for the winter 2003 semester.
Certification - Office Systems Program (06/16/2002) 180 hrs
Certificate of Completion of the Office Systems Program at Hopewell High School.
Positive Education - Dean's List (08/13/2003) 12 hrs
Dean's List Grade Point Average - 3.0
Award - Outstanding Achievement and Contributions (12/18/2006)
Many Outstanding Achievements and Contributions throughout the year
Award - Milestone Achievement Award (06/17/2005)
Milestone Achievement Award - awarded for completing first semester towards Bachelors Degree.
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