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Customer Service Computer

Fort Smith, Arkansas, United States
January 14, 2019

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Virtual Customer Service 03/2018 to 09/2018

Excellent customer service skills, including maintaining focus on the customer issue in a fast-paced environment

Ability to empathize with and prioritize customer needs

Demonstrates interpersonal skills with a diverse customer base

Demonstrates conflict resolution, negotiation, and de-escalation skills

Demonstrates ownership to resolve challenging customer issues, escalating when necessary

Ability to determine customer needs and provide appropriate solutions

Maintain regular and reliable attendance, including the daily schedule as assigned

Ability to work overtime as required by business

Effective problem-solving skills including decision making, time management and immediate prioritization of tasks

Ability to approach problems logically and rationally

Action oriented and self-disciplined

Organized and detail-oriented

Ability to maintain composure in highly escalated situations


Owner, Contract Government Staffing Services 05/2017 to present

Liaison contractor between Social Security Agency (SSA) and Verbatim Hearing Reporter (VHR) 1099 subcontractor

Develop and manage daily HR operations of a VHR 1099 subcontract-employee lifecycle:

Recruiting coordination


Onboarding/exiting documentation process

Created an applicant tracking system

Founded an employee referral program

Train on Government subcontracting procedures to include confidentiality rules regarding Personal Identifying Information (PII)

Performance management that align with industry standards

Counsel subcontractors when policies are violated and require discipline

Communicate SSA Contractual policies and transition new hires into the VHR role

Responsible for researching and purchasing multiple software packages to examine, verify and enter payroll on a weekly basis to insure accurate compensation and adept scheduling of subcontractors

Payroll database coordinator

Review and document all invoicing errors

Resolve each error prior to monthly close date

Developed training package for VHR subcontractors

Familiar with medical terminology

Manage scheduling of 30+ VHRs, across two Social Security Administration Office of Hearings Operations (OHO), Regions 6 and 7

Receive repeated request and compliments for my team of VHR Subcontractors

Office of Hearings Operations Various locations

Verbatim Hearing Reporter (VHR) 04/2008 to 05/2017

Contract Verbatim Hearing Reporter, off and on, over 20 years

Responsible for inspecting and maintaining of court recording equipment in multiple hearing offices

Provide complete, legible and accurate notes in the Agency provided software format for digital proceedings, summarizing all aspects of hearing testimony and Judge directives

Accept and provide a complete set of proposed and admitted exhibits offered by the claimant on the day of the hearing, along with any background records associated with the claim

Provide a complete audible digital recording on CD and computer hard drive, of the verbatim record for each hearing proceedings before an SSA Administrative Law Judge (ALJ)

Required to gain access and prepare sites for the performance of a VIDEO hearing session, including setting up and repacking all hearing related equipment.

Respond to written and telephone requests for court appointments

VHR is a liaison between the ALJ, Representative and claimant prior to the hearing start time

Maintain high standards of excellence

Maintain close personal contact with Judges and Attorneys

Consistently met or exceeded confidentiality goals

Demonstrate effective presentation skills

Expedite communication between upper level management and general personnel

Use problem solving skills to identify, address, resolve or refer claimant’s issues via telephone or in person.

Pioneer VHR to procure and provide VHR Subcontractor services in SSA region 6 (Dallas) in 2012, according to Blanket Purchase Agreement

Maintain two government Regional Contracts to provide VHR services in New Mexico, Louisiana, Arkansas, Oklahoma, Missouri, Colorado, Texas and Kansas

Hayden Consulting San Diego, CA

Medicare Set-Aside Coordinator 2006 to 2008

Independent contractor working with Workers Compensation Attorneys and Insurance Claims Adjusters, providing Medicare Set-Aside Allocations

Telephonic case management

Responsible for billing pursuant to individual contracts

Partnership “start-up” business responsibilities

Ness IBS San Jose, CA

Computer Validation Specialist Consultant 2005 to 2006

Work closely with the Implementation and Operations groups to coordinate computer validation activities

Write and execute computer validation protocols for hardware and software installation, new software functionality, developed interfaces, and data conversion

Assist with implementation of EDMS at the site level, to include installation, validation and training on the system at the site

Super User of Siebel V(s) 6 – 7.8

Computer Validation activities for SAP - CRM

Independent Tax Preparer Fort Smith, AR

Tax Associate I 2004 & 2005 Tax Season

Responsible for preparing complete and accurate tax returns

Introduce (and sell) clients to other financial products and services

Conduct tax interviews and research tax questions

Finalize tax returns so clients can either request electronic filing or decide to pick up completed return at the office

Communicate and collect the fee for products and services in accordance with established schedule of charges

Remain current with IRS company policies and procedures related to tax preparation and selling other financial products

Capgemini, LLC Fort Smith, AR

IT Computer Validation Specialist II 2001 - 2005

Conduct formal and informal interviews to determine end user computer needs

Assist with pre-implementation site assessments concerning quality systems as well as post implementation audits

Complete Gap Analysis of current procedures versus regulatory required procedures

Assist with the execution and documentation of computer validation protocols for all aspects of designated quality system

Gather data on existing quality systems (e.g., SOPs) and computer systems for a site being implemented, assess the quality needs and validation requirements, draft, pre-execute, and execute validation protocols to ensure cGMP requirements for validation are met and maintained

Work closely with the Implementation and Operations groups to coordinate computer validation activities

Write and execute validation protocols for hardware and software installation, new computer software functionality, developed interfaces, and data conversion

Assist with implementation of EDMS at the site level, to include installation, validation and training on the computer system at the site

Summarize validation documentation for review by regulatory agencies

Organize validation documents and maintain a manifest of documentation in the Document Control system

Route, track and follow-up on protocol approvals

Central repository for computer validation deliverables

Compile and submit monthly team invoices

Possess the knowledge to complete validation activities in the field with minimal direction

Possess basic knowledge of regulatory requirements/guidelines of computer validation

Maintain a positive relationship with Regulatory Affairs, Project teams, and Plant operations for completion of computer Validation activities

International/extensive travel is required

Completed Global Regulatory Compliance training

LifeMark Corporation Fort Smith, AR

(Formerly AdviNet a subsidiary of Beverly Enterprises)

Manager of Call Center Distribution 1997 – 2001

Executed daily operations of Distribution Department, including supervision of Administrative Clerks

Employed knowledge of contracts and time requirements to ensure meeting customer demands

Consulted with clients to determine their needs and priorities

Compiled and submitted reports to regional office

Counseled subordinates in professional, educational and personal matters

Successfully handled end of month billing

Studied production schedules and estimated worker-hour requirements for completion of job assignments

Assigned duties

Established and adjusted work procedures to meet production schedules, using knowledge of caseload and current systems

Initiated and suggested plans to motivate workers to achieve work goals

Expedited communication between upper level management and general personnel

Recommended and initiated personnel actions, such as promotions, transfers, discharges and disciplinary measures

Trained new employees

Trained new employees on PeopleSoft HR tool

Collaborated on Systems development

Demonstrated skillful communication and negotiation skills

Learned all aspects of every job function within the company

Excellent track record of teamwork and multi-tasking

Demonstrated effective leadership and encouraged team concepts

Successfully managed a team of five permanent, up to seven temporary Administrative Assistants, distributing cases

Identified problems, diagnosed causes and determined corrective actions

Supervised up to 11 employees, scheduled work hours, resolved conflicts, and determined salaries

Interviewed and hired incoming Administrative Clerks

Responded to written and telephone requests for customer satisfaction

Chosen as the “Employee of the Month” (twice) and “Employee of the Year” for 2000

Coordinated Quality Assurance programs between various departments

Doubled productivity.

Acted as liaison between a Call Center and Distribution

Demonstrated effective presentation skills

Consistently met or exceeded primary duties and responsibilities

Completed Covey Leadership training

EDUCATION: Arkansas Tech University Ozark, AR

Business Technology - AAS 2007 – 2008

Magna Cum Laude 2018

Arkansas Notary Public Fort Smith, AR

Notary Public 2015 - 2025

American Allied Health, Inc. Fort Smith, AR

Nationally Certified Insurance Coding/Billing Specialists 2007

H&R Block Fort Smith, AR

Certified Tax Preparer 2004

West-ark Community College Fort Smith, AR

Continuing Education 1998

Additional courses in Computer Applications

Area of concentration: Psychology

Continuing Education Center Fort Smith, AR

Continuing Education 1993

More than 40 hours of company-sponsored, certificate/degree-related coursework.

Relevant coursework included Continuing Education courses in Management, Supervising, Leadership and Teamwork

REFERENCES: Excellent professional references are available upon request.

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