Lillian Smith-Beverly

**** **. **** ****. ********* Ga. 30294

ac4lmg@r.postjobfree.com 678-***-****

Key Skills

Proven track record of accurately completing research, data entry, reporting, information management, and business-development efforts. Excellent interpersonal skills, ability to work well with others, in both supervisory or support staff roles.

Highly focused and results-oriented in supporting complex, deadline-driven operations; able to identify goals and priorities and resolve issues in initial stages.

Proficient in Microsoft Word

Typing speed of 50 wpm; 9,000kph with 100% accuracy

Data Entry/ Numeric and Alphanumeric

Currently have a National Interim Clearance

Experience

SOURCECORP December 2015-February 2018

General clerk I

• Prepare documents according to job instructions per each client’s specifications.

• Prepping documents may include; alphabetizing, putting documents in numerical order and/or date order, removing staples, etc.

• Ability to identify different document types.

• Maintain a record of completed work.

• Maintain confidentiality and security of client information per client guidelines.

• Maintain levels of productivity and quality based on department standards.

Key 9,000kph with 100% accuracy. Completes all job tracking paperwork and/or input work data into appropriate systems timely and accurately.

Responsible for applying client specifications to accurately complete processes and key client material.

Performs the data entry function to update automated records; verify accuracy of work.

Route documents to the correct business unit based on information obtained in the mainframe.

Perform acceptable volume of work in timely, efficient and accurate manner and in order of scheduled priorities to meet or exceed client expectations of processing schedule.

Perform verification duties as required.

Resolve problems related to correct data entry procedures.

Sprint June 2000-June 2014

Specialized Support Representative

Worked closely with other departments to promote sales contests, clarified information, and distributed reports.

Gathered, analyzed, and reported daily/weekly/monthly sales and service statistics. Coached and mentored new employees in customer-service processes and company policies.

Updated Access database, performed data entry, initiated and responded to written and verbal correspondence.

Responsible for maintaining confidentiality of privileged and sensitive information.

Performed account maintenance activities.

Created and maintained Excel spreadsheets showing accounts researched, any credits applied, resolved billing issues, and any ongoing issues distributed daily to management.

Answered questions about the product details, the company, and issues with account; such as billing for the customers. Investigated fraudulent activities on account and resolved any billing discrepancies.

Applied any necessary credits to accounts and documented any course of action taken.

Met Quality Assurance Requirements and other key performance metrics.

APAC Teleservices (Call Center for UPS October 1997-June 2000

Customer Service Team Lead

Team lead for 25 employees in daily call center operations.

Responsible for training, retaining and developing team members.

Administered company policies, best practices and standard operating procedures to facilitate performance that exceeded client expectations.

Effectively set expectations, identified behaviors and coached employees to be outstanding performers. Encouraged and developed teamwork amongst others and themselves.

Handled escalated phone calls to resolve customer issues.

Provided information on packing, tracking and shipping packages via UPS.

Provided locations of nearest UPS building or drop box and provided hours of service.

Education

Penn Foster April 2014-August 2015

Medical Billing and Coding

Tidewater Technical Institute January 1995-February 1996

Microcomputer Application Specialist

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