Caitlin Elizabeth Barry

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

Tallahassee, FL 32301

Cell: 407-***-****

Email: ac1nwt@r.postjobfree.com

Job History

Position Title: Customer Care Specialist

Company: Conduent (previously Xerox)

Location: 2324 Killearn Center Boulevard Tallahassee, FL 32309

Date Started: Temp through Collabra in June 2013; direct hire by Xerox in December 2013

Date Ended: May 2017

Duties:

Completed workforce analysis for the leverage center, including the creation of reports with Excel to show the current handle and hold times, occupancy and utilization of time, aux overages and other data for agents working the various contracts in the leverage center.

Conducted data analysis to ensure that service levels are met using data gathered on attendance and schedule adherence.

Monitored inbound queues to ensure that agents are in the proper aux status to facilitate prompt answering of incoming calls.

Took part in Quality Assurance monitoring and analysis while working the Kynect Kentucky Healthcare contract from October 2015 to April 2016 to verify that agents on the contract were following proper procedures and giving out the correct information to customers that were calling in. Organized of data from quality assurance into accessible databases for workforce and the client to access.

Held an Account Research position while working the Nevada Health Link contract to confirm the receipt and processing of payments for monthly coverage. This was completed by referring to spreadsheets created by Finance to confirm that the information was correct and up to date.

Assisted with the process of ensuring that new employees are added to the proper systems through communication with IT and Telecom, as well as reporting the separation of employees and ensuring their removal from our systems after their departure.

Managed inventory of equipment for the leverage center.

Answered phones in a call-center environment, assisting consumers with the maintenance or creation of health care coverage for themselves and their families.

Familiarity with requirements for Medicaid and Affordable Care Act coverage, as well as HCPC procedure codes and diagnosis codes.

Position Title: Administrative Secretary

Company: Florida Department of Agriculture and Consumer Services, Division of Food Safety, Bureau of Food and Meat Inspection

Location: 3125 Conner Blvd Tallahassee FL 32399-1650

Date Started: July 2008

Date Ended: April 2013

Duties:

Created notifications to be mailed out by the bureau using Microsoft Access and Oracle-based systems. Creating and maintaining the filing and data entry required to track these notifications, maintaining a primarily-electronic system that allowed for easy access to said data.

Created a monthly report of inspections conducted at particular chains throughout the state using a Microsoft Access database created to compile the inspections for each chain.

Created a monthly report by spreadsheet of the number and types of requests entered into the Oracle-based system used by the bureau at the time. I also used reports generated by the Oracle-based system used by the bureau.

Creation and editing of Word documents, PowerPoint presentations and Excel spreadsheets and graphs for other employees of the bureau

Handled multi-line phone system, assisting business owners who had inquiries about the necessary permits for food sales in the State of Florida and taking complaints about permitted businesses and questions from consumers about permitting

Took part in alpha and beta testing for computer system that the bureau implemented in 2013.

Position Title: OPS Clerk Specialist

Company: Florida Department of Agriculture and Consumer Services, Division of Food Safety, Director's Office

Location: 3125 Conner Blvd Tallahassee FL 32399-1650

Date Started: November 2007

Date Ended: July 2008

Duties:

Maintained personnel files for the division

Conducted background checks for applicants

Assembled hiring packets for chosen applicants

Logged and filed purchase card forms and documenting monthly work-based purchases by inspectors

Education

High School

Name: Leon High School

Location: Tallahassee, FL

Years of Attendance: 1999 through 2003

College

Name: Florida State University

Location: Tallahassee, FL

Years of Attendance: August 2003 through June 2007

Total Credit Hours: 138

Course of Study: Classical Civilizations

Degree Earned: Bachelors

Software/System Skills

Experience with Microsoft Office Suite:

oAccess

oExcel

oOneNote

oOutlook

oPower Point

oWord

Experience with Oracle

Average typing speed: 75 WPM

Familiarity with call management systems (G3 ININ, Avaya)

Familiar with call-center environment and multi-line phone systems

Language Skills

No additional languages spoken fluently, but thanks to studying Latin for eight years I have a solid foundation for any of the Romance languages (French, Spanish, Italian, etc).

Licenses

Previously certified as a Notary (Notary ID 1291063, certification ended 8/11/2014)

Memberships

Group Name: Florida Junior Classical League

Time as a Member: 1999 – 2003

Description: Organization of middle and high school students who study Greek and Roman civilizations as part of their normal course work.

Duties: Participation in academic competitions throughout the year, including the Regional, State and National Junior Classical League Latin Forums.

Positions Held: None

Group Name: Florida Senior Classical League

Time as a Member: 2003 – Present

Description: Students of the Classics, both current and graduated college students

Duties: Running events at the Regional, State and National Junior Classical League Latin Forums as well as smaller events and competitions throughout the year.

Positions Held: Co-Historian for one year (either 2004-2005 or 2005-2006)

Group Name: Eta Sigma Phi

Time as a Member: 2004 – Present

Description: Collegiate Honor Society dedicated to the study of Greek and Roman civilizations

Duties: None

Positions Held: None

Group Name: Making Awesome

Time as a Member: October 2016 – Present

Description: Maker's space and workshop located in Tallahassee, FL

Duties: Representing the studio and its activities online through various social media groups.

Positions Held: Social Media Manager (as of March 2017)

References

Name: Shannon Jackson

Time Known: 4 years

Relationship: Previous Coworker

Current Position: Workforce Manager

Contact Number: 850-***-****

E-mail Address: ac1nwt@r.postjobfree.com

Name: Tyre Bibbs

Time Known: 6 years

Relationship: Previous Coworker

Current Position: Staff Assistant

Contact Number: 386-***-****

Name: David Brightbill

Time Known: 1 year

Relationship: Board member for Making Awesome

Current Position: Retired

Contact Number: 850-***-****

E-mail Address:ac1nwt@r.postjobfree.com

Name: Suzi Kaiman

Time Known: 1 year

Relationship: Fellow member of Making Awesome

Current Position: Retired

Contact Number: 850-***-****

Name: Heather Austin

Time Known: 20 years

Relationship: Friend

Current Position: Bookkeeper/Accountant, Yellow Cab

Contact Number: 850-***-****

E-mail: ac1nwt@r.postjobfree.com

Name: Deborah Heindel

Time Known: 20 years

Relationship: Friend

Current Position: Retired

Contact Number: 850-***-****

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