Customer Service Manager

Keyona Harris

**** ******* *****, *****, **** ***85

Phone: 937-***-**** E-

mail: *************@*****.***

OBJECTIVE

To secure a position where I can apply my knowledge, skills and education

so I can assist in enhancing the productivity, management, quality and

design of the company.

QUALIFICATIONS PROFILE

Computer Skills: Windows OS (98, Me and XP), MS Office (Word, Excel,

PowerPoint and Outlook), Lotus Notes, MATLAB, B2Spice,

AutoCAD 2000, C++ Programming

Education: Bachelor of Science in Computer Engineering (May

2005)

Wilberforce University, Wilberforce, Ohio

Cum Laude Graduate, GPA 3.3

Strengths: Trustworthy, ethical and discreet

Well organized, detail oriented and committed to superior

satisfaction

Confident and poised in interactions with individuals at all

levels

Independent worker with excellent team skills

Ability to multi task effectively

EMPLOYMENT EXPERIENCE

Metlife Miamisburg,

Ohio

Customer Service Consultant 07/10 to

Present

Provide service and information to clients regarding their Metlife

disability claims. Use various and multiple applications simultaneously to

provide policy-specific information. Keep case managers up-to-date about

clients' inquires through electronic documentation. Operate multi-line

telephone including soft phone and hard phone. Knowledge of FMLA, HIPAA

and other rules and regulations in regards to disability. Keep track of

personal timesheet using Beeline system.

H&R Block (Seasonal)

Fairborn, Ohio

Client Service Professional (CSP)

12/09 to 04/10

Daily assignments included, but were not limited to, greeting clients,

identifying and addressing the clients' needs, making professional contact

with clients in person or via telephone through inbound and outbound calls

and using the Appointment Manager (AM) system to schedule and confirm

appointments, check in clients and match client to Tax Professional (TP).

Other duties included: managing client flow in tax office by keeping

clients up-to-date on the status of their appointment, receiving payments

for tax services and providing clients with completed tax returns and

checks. Maintain client information discreetly and securely. Kept track

of personal timesheet using StarClock system.

Keyona Harris Page 2

Petersburg Bureau of Police

Petersburg, Virginia

Data Entry Operator

01/07 to 10/09

Daily assignments included, but were not limited to, handling sensitive

information in a secure area to accurately enter data, file documents,

verify subject information, provide background checks, perform fingerprint

services and take identification photographs in a fast paced environment.

Other duties included: operating office equipment in order to fax, copy,

scan and print documents, addressing public and authorities with needed

information and assistance, verifying monetary values and serving as a

notary. Made contact with individuals in person, via phone or through mail

correspondences. Daily operations of softwares: PISTOL (Police Information

System Totally Online), CAD (Computer-Aided Dispatch), Shieldware and

Livescan. In addition: trained over twenty officers in arrest booking

procedures, aided in supplying IT support to end users, configured laptops

for mobile use by officers, reimaged computers and maintained ink

cartridges levels for printers and copiers for entire department in order

to replace when needed.

Certificate of Appreciation (June 09) - Awarded for outstanding job

Certificate of Excellence (Dec 07) - Awarded for Christmas Ornament Design

Winner

Value City Department Store (Seasonal)

Kettering, Ohio

Sales Floor Team Member

11/05 to 01/06

Displayed items into department area by arranging new merchandise onto

selling floor and returning merchandise to the selling floor, provided

assistance to customers and assisted with inventory of department.

General Services Administration (Internship)

Cincinnati, Ohio

Student Trainee (Info tech), GS-2299-04

06/04 to 08/04

Reported troubleshooting tickets to ensure accurate resolution of client

inquiries, provided assistance in preparation of inventory and performed

other duties as assigned.

Florida A&M University (Internship) Tallahassee,

Florida

Undergraduate Research Opportunity Program

05/03 to 07/03

Assisted prospective students in short circuit building seminar.

Responsible for installing/uninstalling various software programs on lab

computers. Designed and implemented a countdown timer by operating Maxplus

II software to design program, Altera UP-1 Board to test program and PCB123

software to develop program into a printed circuit board.

References furnished on request.

Contact this candidate