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Customer Service Manager

Cleveland, Ohio, 44103, United States
March 28, 2011

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Marla J. Roberts

**** **** **** ******

Cleveland, OH 44103-4910


Work Experience

InfoCision Management Corporation, Northern Ohio Work-at-Home Call Center


Joy Ellis, Team Leader

325 Springside Drive

Akron, OH 44333-2434

April, 2010 - Current, Communicator

I am a paid caller for many of InfoCision's clients including the American

Heart Association, the Leukemia and Lymphoma Society, the American Cancer

Society, Saint Jude Children's Research Hospital, the American Lung

Association, the Diabetes Association, the March of Dimes, etc. I also

make verification calls for these clients. I am even permitted to make

verification calls for the Muscular Dystrophy Association of Canada since I

do not have a distracting accent. In addition, I take inbound calls for

Suarez Eden Pure Heaters, UNICEF, etc., and resolve any customer service

issues if necessary. I consistently attain high quality and performance

scores. I received the award and trophy for being the 2010 InfoCision

Quality Superstar of the Year.

MetroHealth Medical Center Social Work Department 216-***-****

Mark Lehman, Director

2500 MetroHealth Drive, Suite G103

Cleveland, OH 44109-1998

October, 2006 - June, 2008, Secretary

I was responsible for processing the necessary paperwork for setting up

continuing education programs for approximately forty Social Workers and

for compiling information required by the State of Ohio, which required

extensive use of Microsoft Access. I made use of many Microsoft programs

such as Excel and PowerPoint. Also, I assisted in compiling and editing

the "On Call" protocol manual and maintained computer and file records for

our "On-Call" logs and assorted other information. I scheduled all

appointments for sign language interpreters for our many deaf and hearing-

impaired patients. (Some use of the EPIC program was required.) I

stringently adhered to patient privacy issues in accordance with HIPPA

policies. In addition, I typed and edited correspondence, assisted with

receptionist duties, answered telephones, greeted patients and others, and

assisted in maintaining the petty cash fund along with dispensing meal

vouchers. I also voluntarily performed various other duties as needed.

MetroHealth Medical Center Nursing Business Office 216-***-****

Yvette Walsh, Office Manager

2500 MetroHealth Drive, #H412

Cleveland, OH 44109-1998

March, 2005 - October, 2006, Nursing Office Assistant

In this very fast-paced office, I assisted over thirty Nursing Service

Directors, Nurse Managers, and Nursing Supervisors in daily scheduling for

all the hospital's units. I also answered calls relative to scheduling;

entered information into the hospital's ANSOS computer program for employee

information; scheduled constant supervision employees; made calls relative

to requesting PRN employees to work; ordered specialty patient beds;

provided employees with forms and supplemental paychecks; typed letters and

other correspondence; kept files in an organized fashion, etc. I also

assisted other employees whenever needed.

Michael & Denise Pruitt 440-***-****

20568 Kelsey Lane

Strongsville, OH 44149-0968

May, 2004 - March, 2005, Housekeeper

During this time period, while I was searching for employment as a

secretary, the Pruitts were in need of a housekeeper for their six-bedroom,

six-bathroom home. They knew that I am very organized, and extremely neat

and clean; and therefore asked me to assume this position until I found

another. I gladly accepted and, on my own, kept their home in a perfectly

spotless, organized condition, along with assisting them in various

computer and organizational projects, (many of which were relative to their

Honda automobile dealership located in Akron, Ohio.)

Miscellaneous Experience

February, 1995 - Currently

For over fifteen years, I have used my personal computer to design and

create funeral programs, flyers, business cards, greeting cards, brochures,

booklets, and many other types of items for printing. I have become quite

proficient at using various computer software programs in this manner and

will provide samples for you to examine at your request. In addition, from

home, I have handled paperwork and computer tasks, implemented small

marketing projects, and performed numerous secretarial duties for many

persons who are self-employed or who own small businesses.

Education & Certifications

Beaumont School for Girls 216-***-****

3301 North Park Boulevard

Cleveland Heights, OH 44118-4258

CPR & Heartsaver AED Certification, (current)

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