Customer Service Manager
Resume:
Top of Form *
Kathleen Mary Wilson
Apt 711
Austin, TX 78727
Evening Phone: 512-***-****
Fax: 512-***-****
Email: **********@******.**.***
PROFILE:
I am searching for a new and challenging fast paced environment
and where I can learn new and interesting aspects of a company
or agency. I am honest, sincere, dedicated, dependable and
conscientious.
I have over 20 years of office experience and have acquired
numerous skills that will be a definite asset to any employer.
I take the initiative and go above and beyond performing my
duties and require very little or no supervision in performing
my required tasks. I utilize my time effectively and prioritize
my work accordingly. I welcome challenges and work well under
pressure in meeting deadlines. I am efficient and set a high
standard for myself to do quality work.
I am very adept at improvising and am creative in making work
flow smoothly and efficiently.
I adapt very well and excel when it comes to any changes in
venue and learning new criteria.
I have excellent spelling/grammar skills and have experience in
communications/customer service.
AVAILABILITY:
Immediately and I am flexible for any shift/days.
*ACHIEVEMENTS:
On Job training, Incentive Awards, Performance Awards, Managers
Award, Certificates of Performance Excellence.
SKILLS:
10-key, copier, fax, typing, filing, multi-line phones, data
entry, Windows/Microsoft programs such as: Word, Excel, Outlook,
Power Point, NT 4.0, IE, Adobe Acrobat, Lotus, LAN, IBM 4000
Laser Printer, Kodak scanner, Mail slicing apparatus, A/P, A/R
and customer service.
EMPLOYMENT HISTORY:
Harper Mail Service
3/2/2009 - Present
Administrative Assistant
Responsible for maintaining and updating Employee files and
vehicle maintenance records by recording invoices on
spreadsheets according to DOT specifications, filing, fax,
copier, e-mail, written correspondence to new/old employees,
preparing new hire welcome packets, employment verification,
maintaining expirations on required certificates eg; TDL,
Medical Certificates, order and maintain appointments for MVR's
from DPS, Drug & Alcohol exams, annual employment anniversaries,
birthdays etc.
ACS/Goverment Solutions
3/2004 - 7/2009
Transaction Processor/Team
Leader
Processing various Medicare/Medicaid Claims and Provider
Enrollment applications in preparation for Scanning and Data
Entry Processing, Scanning prepped documents on a Kodak Scanner
in preparation for Data Entry employees, E-sorting rejected
claims by analyzing and taking the necessary actions to correct
and re-direct claims appropriately for re-processing. Data Entry
for OCR reject repair of illegible information that was
unrecognizable. RTP (Return to Provider) claims consisting of
determining fault of claims that need to be returned and
attaching explanation forms. Fax sort on a PC of received faxes
and putting them in order for data entry staff. Quality
certification of RTP and Rebatch entries. Was back up Manager
and Team leader consisting of 10-15 employees, slicing mail on
slicing apparatus when necessary. Collecting checks for lock
box, answering employee questions, and also training new
employees. I also was detailed temporarily in the Finance Dept.
entering checks received and balancing totals.
Internal Revenue
Service
1/1998 - 8/2003
Computer Operator
Phones, filing, faxing, copiers, and customer
service. Responsible for
receiving and issuing commands for processing data
from a database/mainframe to create sensitive
material of Taxpayer data. Bundling, distributing
and designating work to appropriate customers
in other areas of the Service Center.
Troubleshooting printer errors. Constant contact
with National Office of workload inconsistencies and
format errors to avoid work stoppage. Processing
Federal Tax Deposit data and submitting data to the
Federal Reserve Bank on a daily basis
On job training to new employees within the service
center and also employees in other Service Centers.
Responsible for quantity, quality and completion of
data to meet crucial deadlines on a daily basis.
Internal Revenue Service
1/1994 - 1/1998
Scheduling Aide
Setting up, maintaining and storing files.
Responsible for updating database of S&R logs.
Scheduling daily work of data to be input by
Operators. Shipping and receiving magnetic media
tapes and cartridges to various service centers
throughout the US. Inbound taxpayer assistance.
Customer Service.
Internal Revenue Service
1/1987 - 1/1994
Tape Librarian
Responsible for shipping and receiving reels from
National Office. Recording & filing paperwork of
shipping and receiving documents. Updating
expirations of data on reels for reuse. Year-end
Inventory of reels and assisted Manager in
reconciling inventory which included tracking down
missing reels for accountability. Serving customers
with completed work and operators on the mainframe
by pulling reels to accommodate processing.
Interacting with other Service Centers.
Internal Revenue Service
1/1986 - 1/1987
DATA TRANS/BATCH
CLERK/WAREHOUSE
Responsible for processing data and check remittance
from Taxpayers to be Deposited on a CRT screen.
Sorting and batching documents in preparation for
Data Input. Filling tax form orders to private
businesses and individuals, bundling and shipping
orders.
ACCUTEX SURVEY SYSTEMS INC.
5/1984 - 1/1986
Secretary
Duties included typing field notes, filing, payroll, A/R, A/P,
10-key, front office Reception, multi-line phones, delivering
plats to clients.
Billy F. Priest/David Bell
Surveying Co., Inc
7/1977 - 5/1984
Lead Secretary
Duties included typing field notes, filing, payroll,
10-key, A/P A/R, front office reception, copier,
delivering plats to customers, front office
reception, multi-line phone, transcribing field
notes. Responsible for distributing work to an
employee who was a clerk/runner.
EDUCATION: New Utrecht High School
Brooklyn, NY
Graduated 1967
*JOB
RELATED IRS COMPLETED COURSES:
COURSES 1989-Math
1989-Proofreading
1990-Speed Reading
06/1993-Ethics Awareness Workshop
11/1993-Automated Workload Mgmt. System (AWMS)
10/1994-Diversity Awareness
09/1997-Windows NT 4.0
10/1998-Basic PC Skills
03/2001-Mail Extraction & Sorting
06/2001-Smartforce:Information Technology Principles
of MIS
Intro to Information Systems
IT-Systems, Networks & Communications
Intranet & Internet
Software Data Architecture Transaction Processing
Decision Support & Expert Systems
ESQUIRE COMPUTER SCHOOL
1985-Fundamentals of Lotus 1-2-3
8hrs.
DOT COMPLIANCE CLASSES
5/14/09
Overview and Audit Survival, DQ File Workshop,
Maintenance Mgmt, Supervisor D&A and Accident
reporting and prevention
PROFESSIONAL REFERENCES:
David Bell 512-***-****/3775 (Former Employer)
Floyd Ward 512-***-**** (Former Employer)
William Mugno 512-***-**** (Present Employer)
PERSONAL REFERENCES:
Linda Cronshey 512-***-****
Stephanie Barefield 512-***-****
Melody Hughes 512-***-****
*DOCUMENTATION OF AWARDS, COURSES AND LETTERS OF RECOMMENDATION AVAILABLE
UPON REQUEST
Bottom of Form 1
Contact this candidate