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Customer Service Representative

Suitland, Maryland, United States
August 16, 2019

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Jacqueline Boothe

**** ****** ****, *** ***

Suitland MD 20746

Mobile: 240-***-****



University of the Potomac – August 2009 to December 2012

Bachelor’s Degree in Accounting

Microsoft Word 2010, Microsoft Outlook 2010, Microsoft Excel 2010, Microsoft PowerPoint 2010

University of Phoenix – November 2008 to July 2009

Business Administration with Accounting

Public Trust Security Clearance


ASRC Federal, Arlington VA – January 2019 to Present, Full Time; 40 hours per week

Drug Enforcement Administration (DEA)

Customer Service Representative - Responsible for answering inbound telephone inquiries, using Cisco Finesse, making outbound calls when necessary, assist with log in issues, processing orders, preparing and processing correspondence, fulfill all customer needs to ensure customer satisfaction, perform daily office tasks, such as communications with customers, filing, recording, maintaining records, copying, posting, and other similar duties, using a computer terminal, and other word processors to accomplish assignments, ensure that confidential documentation is secured in compliance with the customer and companies policies and procedures, handle telephone calls courteously and efficiently using proper telephone etiquette, including but not limited to the following: prepare for incoming calls; speak clearly and properly; listen when taking incoming calls; be sensitive to the needs and moods of callers; deal with irate callers; screen calls properly; give accurate information; transfer calls appropriately; take complete and accurate messages; conclude a call courteously; handle high volume calls expertly, enter accurate information in an Oracle database, manage customer calls through call queue(s), solve problems using information researched and tools available such as specific web browsers.

Taylor Gourmet, Washington DC – October 2017 to September 2018, Part Time; 25 to 30 hours per week

Cashier – Trained new cashiers, totaled customer purchases, using a POS System, prepare In-house dressings, using recipes provided by the Chef, maintained cleanliness in the lobby and behind the cash register, performed side work.

General Dynamics, Washington DC – August 2012 to July 2017, Full Time; 40 hours per week

Consumer Finance Protection Bureau (CFPB)

Intake Specialist - Analyzed consumer complaints, using SalesForce, to determine appropriate routing to ensure timely response, considers product and issue referenced, the company or institution involved, and applicable financial laws and regulations, used decisions, tools and reference guides to determine appropriate case routing for routine cases, consulted with supervisor or colleagues within and outside Consumer Response to determine appropriate routing of non-routine, sensitive, or high-profile cases, responded to escalated calls from CFPB's Contact Center, provided responses to routine inquiries and interim responses to more complex inquiries. Conducted research to resolve complex issues, providing follow-up with consumers as required, adhered to all policies and procedures, responsible for productivity, quality, and timeliness of work in the completion of department tasks and goals, maintained high quality standards at 98% or better, researched inquiries using the web and various tools to obtain answers and process steps to be followed, proofread documents for grammatical correctness and adherence to standards and formats, maintained regular and predictable attendance.

Harris Teeter, Washington DC – June 2012 to May 2014, Part Time; 20 to 25 hours per week

Cashier – Maintained all cash transactions, credit cards, and voids, calculate large sums of currency.

Food Team (Staffing Agency), Washington DC – May 2012 to June 2012, Part Time; 20 to 25 hours per week

Cashier - Maintained all cash transactions, credit cards, and voids, calculated large sums of currency, closed cash registers for night cash deposits.

MB Staffing (Staffing Agency), Washington DC – March 2012 to June 2012, Full Time; 40 hours per week

Administrative/Bookkeeping Assistant – Prepared check vouchers and check requests, processed payroll using ADP, paid bills using QuickBooks Plus, opened mail, processed credit card payments, processed membership applications, compiled information for audits and other duties as needed.

Jackson Hewitt Tax Service, Washington DC – January 2012 to March 2012, Full Time; 40 hours per week

Tax Preparer – Interviewed clients to assist them with the most advantageous way to file their taxes, prepared tax returns, and other duties as needed.

Association & Society Insurance Corp., Rockville MD – June 2011 to November 2011, Part Time; 30 hours per week

Agent Services Specialist – Maintained the agent files, processed appointments for new and reinstatements, created separate files for the corporate clients groups, assisted with the accurate and timely payment of commissions to agents, attention and sensitivity to confidential information.

J & H Tax Services, Washington DC – January 2011 to April 2011, Part Time; 25 to 30 hours per week

Tax Preparer - Entered tax information, prepared tax returns, and other office duties as needed.

Pollinger, Shannon and Luchs, Washington DC – December 2009 to July 2010, Full Time; 40 hours per week

Administrative Coordinator to Chief Engineer – Answered telephones, liaison with vendors, completed timesheets for payroll, distributed work order requests, entered work orders, using Excel, to submit monthly report, distributed paychecks, sent and received faxes, typing, filing and other administrative duties as needed.

Cosi, Inc., Washington DC – August 2009 to December 2009, Part Time; 25 to 30 hours per week

Server – Provided table service by taking customer orders for dining, assisted with meal choices, totaled bills and closed out payments, and other duties as needed.

Baker's Tax Service, Washington DC – January 2001 to March 2008, Full Time; 40 hours per week

Payroll Assistant/Office Manager - Entered tax information to assist clients in preparing tax returns for current and past tax years, attended tax seminars for updates, used the IRS website to researching tax questions and inquiries, researched tax updates for compliance, computed payroll for various companies using QuickBooks, prepared monthly and quarterly reports for payroll, such as 941's, Federal and State Withholding Reports, State and Federal Unemployment Reports, prepared year-end payroll reports such as, 940’s, W2’s, W3’S, 1099’s and 1096’s, received and distributed faxes, ordered office supplies, answered telephones, scheduled appointments, using Microsoft Outlook, and other administrative duties as needed.

Adecco, (Staffing Agency), Washington DC – September 1998 to December 2000, Full Time; 40 hours per week

Administrative Assistant - Assistant to 3 Directors & 1 Office Manager - Answered, screened and directed calls to appropriate personnel, coordinated travel itineraries, prepared expense reports, scheduled conference calls, sorted and distributed mail and faxes, created mailing lists using Microsoft Word, authorized and received packages, copied and filed confidential documents, scheduled meetings, appointments and lunches, light typing, verified last places of employment for new hires, placed follow-up calls to previous applicants, scheduled walk-in interviews, and other duties as needed.

Eurest Dining Services, Washington, DC – March 1996 to July 1998, Full Time; 40 hours per week

Cashier/Customer Service Representative - Maintained all cash transactions, credit cards, and voids, performed as liaison between customers and managers, trained new cashiers, calculated large sums of currency, closed cash registers for night cash deposits.

Bell Atlantic of Maryland, Beltsville MD – October 1989 to October 1995, Full Time; 40 hours per week

Collections Consultant - Assisted customers with payment arrangements regarding telephone bill, sent notices to customers regarding delinquent accounts, handled payment claims, arranged appointments for customers, handled over-extended accounts via mail or telephone.

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