Customer Service Quality Control

Natalie Williams

**** ******** ****** **********, ** 20019 Mobile 202-***-****

Email: ************@*****.***

OBJECTIVE

To secure an obtainable career that will make the most of my analytical, administrative,

communication and interpersonal skills, as well as to contribute to the success of the

agency/company.

SUMMARY

Analytical organizer who possesses the ability to quickly assess needs, prioritize tasks

and finish projects and duties adequately. Excellent oral and written communication skills,

demonstrated interpersonal and proven program management skills. Sincere and

empathetic with a c client-focus approach that fosters trust and allegiance.

PROFESSIONAL DEVELOPMENT/SKILLS

Microsoft Office Suite including: MS Word, MS Excel, MS PowerPoint, MS Outlook

Alien Database reservation system

ENFORCE Alien Removal Module (EARM)

AWARDS/CERTIFICATIONS

2014 ICE Support Customer Service Award, Information Assurance Awareness

Training

2013 DHS Basic Records Management Certification, Vital Records Guidance

Training

2013 Privacy Training for SharePoint Collaboration Site Users, Privacy at DHS:

Protecting Personal Information Training

WORK EXPERIENCE

Data Systems Analyst, Inc. (DSA) Program Support Analyst

(April 2009 – present)

Contract: Department of Homeland Security, Immigration & Customs Enforcement

Washington, DC

• Provide operational and administrative support to Enforcement Removal

Operations (ERO) in support of the government travel program.

• Review, analyze and confirm the information on travel request for the specific

Area of Responsibility against other government systems.

• Serve as the final liaison with Embassies, ERO Field Offices, ICE Officers and

ICE Attaches worldwide to ensure that safety and guidelines are met for

escorting officers and illegal aliens.

• Coordinate travel arrangements for escorted and unescorted mission types,

requiring either arrangement for the illegal alien or illegal alien and escorting

officers.

• Create and process Country Clearance Cables via the Department of State

(DOS) Electronic Country Clearance database.

• Identify and develop the recommendations to resolve substantive problems of

effectiveness and efficiency of work operations.

• Accountable for classified/sensitive data such as, immigrant alien numbers.

• Assist other team members with processing urgent cables when necessary to

ensure all agency deadlines are met.

• Maintain an error ration below 1% based on the total processed for the month.

• Responsible for keeping for two months a hard copy travel packet for each cable

processed.

Randstad Communication Specialist

(July 2007 – October 2008)

Contract: U.S. Department of State, Passport Agency, Washington, DC

• Utilize the current TDIS-PD and PRISM computer operating system to include creation of

document batches, document imaging and reviewing, retrieval of individual application

information, data entry, book printing, sorting and affixing postage to sealed envelopes

• Operate various office equipment and machinery in the preparation, processing, and

mailing of passports and passport related documents.

• Answer phones providing assistance to 250+ incoming calls a day, with questions,

concerns and issues with passport applications.

• Contact customers by phone for verification of mailing addresses and other information in

response to telephone calls or e-mails received through the National Passport

Information Center (NPIC)

• Generate Informational Response Letters (IRLs) to request additional

information/documentation for adjudicated passport applications.

• Processed on a daily average 300+ Passport Books, surpassing the agencies

requirements.

• Public counter info and cashiering duties on occasions.

The Experts Document Analyst

(January 2007 – July 2007)

Contract: CACI, Arlington, VA

• Responsible for the maintenance of the computerized database, ADDIS, timely data

entry.

• Encoded specific information from sensitive Government documents into the database

meeting and exceeding the productivity level of 30 documents an hour.

• Perform quality control over documents that have been previously coded, correcting any

errors that are found in the document coding form.

• Assist staff in obtaining all documents to complete case file.

Spherion Customer Service Representative

(September 2005 – January 2006)

Contract: American Red Cross, Falls Church, VA

• Responds to a high volume of phone inquiries about current disasters/emergencies by

following standard scripts and procedures.

• Uses computer system to track questions and answers to check progress on contacts.

• Maintains records and reporting, including reimbursement request, tracking and progress

reports.

• Provide callers with accurate and complete answers in a courteous and professional

manner.

• Interviews callers and coordinates request for service to include recording all client

information in the case management system; determining eligibility for American Red

Cross services; assessing client needs, and providing appropriate services to clients.

Federal Judicial Center, Washington, DC Intern

(May 2005 – October 2005)

• Assist the Division Director and Senior Research Associate in conducting international

investigations of various lawyers.

• Manage the division’s files, handle confidential material, and enter legal data into the

database.

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• Schedule meetings for the Research Division and maintain calendars, such as setting up

multiple conference lines and Video Teleconferencing (VTC)

• Pickup mail and FedEx packages to sort and distribute to staff accordingly.

EDUCATION

Eastern Senior High School, Washington, DC

General Studies, 2004

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