Customer Service Manager

Anna C. Fose

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

Cairo, Georgia ****8

850-***-**** ******@*******.***

Kelly Services

Tallahassee, Fl 9/05/2017-Present

Service Center Representative

Work in temporary position at FBMC Benefits Management. Provide customer service for both active and retired members of various school districts for their medical and non-medical benefits. Update account information by submitting referral requests to the appropriate department. Advise members of billing options, verify benefit selections, Open Enrollment dates and deadlines. Note member accounts for each incoming call accurately. Individually recognized as one of winners of the QA Score Challenge for November and December 2017. As part of a team, recognized for Team of the Year at annual awards ceremony. Consistently met all performance metrics for past 3 months, resulting in two pay increases in short time in position.

Conduent (Xerox)

Tallahassee, Fl 1/15/2017-3/2017

Customer Service Representative-Verizon Customer Support

Incoming call center-Provided billing and payment information, reviewed current plan and advised best plan option based on cell and internet usage; Upsold add-on equipment; troubleshot equipment issues.

Sodexo (Capital Regional Medical Center)

Tallahassee, Fl 11/14/2016-1/13/2017

Administrative Assistant/Unit Clerical

Worked directly with the GM and Executive Chef in food services. Answered phone calls from medical staff and patients and referred to the appropriate food service personnel to provide patient nutrition needs. Entered and verified employee time punches and exceptions bi-weekly to close out payroll. Ensured that any leave time requested and accruals were accurately entered into employee’s record. Prepared invoices for scanning. Printed daily cashier’s report and verified cashier’s deposits for accuracy.

McKenzie Tank Lines

Tallahassee, Fl 11/9/2016-1/13/2017

Administrative Assistant

Worked directly with the CFO, COO and Director of Finance. Prepared weekly Expense Reports, answered phones, inventoried and ordered new supplies, prepared correspondence. Demonstrated knowledge of Microsoft Office, emailing, scanning, electronic document storage. Handled Outgoing mail and FedEx packages.

Human Resources Assistant 8/6/2015-11/9/2015

Completed employment verifications and motor vehicle record checks for applicants seeking a company driver position.

Administrative Clerk (part time) 6/22/2015-8/5/2015

Performed clerical duties such as filing, copying, typing, customer service, data entry, internet research, scanning, phone inquiries while being trained for HR duties.

Fresh Market

Tallahassee, Fl 9/24/2012-4/6/2015

Cheese Specialist

Worked closely with Store Manager, Assistant Managers, and Deli Manager. Actively engaged and educated customers about company’s variety of cheeses and places of origin, including methods of production per region. Assisted deli counter, managed cheese case, cutting, weighing, wrapping, ordering, inventory, sales, customer service.

Continental Staffing

Tallahassee, Fl 10/16/2011-10/28/2011

Temporary position - Prepared and scanned insurance claims to be reviewed by insurance adjusters

State of Florida - Department of Revenue

Tallahassee, Fl 6/2010-9/2011

Revenue Specialist I

Managed the IMS Exceptions Process using knowledge of the processing components associated with the capturing of data through the IMS system. Performed activities associated with Exception queues which included the re-scanning of unreadable documents received from taxpayers (ex: coupons, checks and forms), restored misidentified images, manually merged the remittance coupons and checks with the corresponding forms as well as perfection of OCR and micro lines. Analyzed, repaired and routed data to the correct processes and/or queues while ensuring the action taken were accurate. Utilized production workflow tools (ex: Batch Manager) to monitor, track and determine the status of batches. Determined errors preventing successful workflow. Ensured all batches were processed in priority order.

Senior Clerical Supervisor –SES 7/2007-5/2010

Supervised personnel assigned in the Incoming Mail Unit within Revenue processing and performed all duties and associated with managing a work unit. Handled hiring and disciplinary actions. Prepared performance evaluations. Monitored staff performance. provided training. Delegated and coordinated work assignments. Improve processes. Developed and facilitated employees' ability to perform to their potential. Developed, improved and prepared daily, weekly and monthly status reports. Planned and communicated workflow needs and deadlines with employees and disbursed resources where needed. Knowledge of departmental policies and procedures. Ensured that machinery was maintained and working properly.

Senior Clerk-Lead Worker 12/2006-6/2007

Audited daily inventory for the Imaging Center, Gathered daily UT hours worked for OPS employees and entered information. Opened mail, prepped batches, ran high speed scanner as needed. Interviewed perspective OPS employees. Trained and supervised new employees. Monitored workload and assigned duties. Attended meetings and performed all the duties of the Senior Clerk Supervisor, in her absence. Also performed all the functions of the Senior Clerk Supervisor in the Mailroom in his absence.

Senior Clerk 12/2005-12/2006

Assisted in the preparation of documents for microfilm and scanning and reassembling documents. Operated Kodak scanner equipment to capture tax documents, child support and envelope images. Performed set-up functions on scanner. Maintained smooth and orderly flow of source documents through the scanning and microfilming areas. Performed routine maintenance of scanners. Assisted with mail processing activities to include extraction and sorting of incoming mail.

State of Florida – Department of Corrections

1711 Mahan Drive, Tallahassee, Fl 32301 8/2004-12/2005

Fiscal Assistant II

Worked in the Receipt Processing Center in the Inmate Bank: opening incoming mail, verifying money orders, checks and deposit slips for accuracy. Filled out and prepared for deposit into the correct inmate accounts. Re-routed misdirected mail, handled incoming calls from the public and other agencies. Operated NCR 7780 check processing machine (remittance processor) which involved scanning documents (deposit slip & money order/check received from family, friends, etc. of inmates). Observed operation to note unreadable documents and manually entered data. Reviewed rejects (errors) and determined what was preventing successful workflow. Monitored production workflow. Utilized production workflow tools (ex: Batch Editor, Output Generator) to monitor, track and determine status of batches. Ensured all batches were processed. Ran batch summary, deposited summary and exceptions reports. Checked reports for accuracy. Manually entered missing information from the exceptions report, prepared the deposit slip & and money orders/checks to be deposited into the Department of Corrections account.

State of Florida – Department of Agriculture & Consumer Services

Tallahassee, Fl 5/2004-8/2004

Clerk Specialist

Responsible for Filing case folders, xeroxing, opening mail & distributing to the proper area, typing, mailing business licenses & individual ID cards. Received training to answer phone calls from the public, other agencies, etc.

Kay Dee’s Hallmark

Tallahassee FL., 32303 8/2002-12/2004

Assistant Manager

Started as a sales associate, promoted to shift leader, then asst manager - Promoted twice in less than a year. Assumed Manager responsibilities in the absence of the Manager, product data entry, keyholder responsible for opening and closing the store. Customer service, sales, cash register/money handling, scheduling workload, training new employees, inventory and auditing product, set-up and display of new product, logging in and verifying product shipments.

Education

Albany High School, Albany, NY 12206

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