Customer Service Management

Retrina Thomas

678-***-**** ***********@*****.***

Flexible Work Experience

Financial Administrative Support Specialist, Lucas Group, on Assignment with Conisus, Atlanta, GA

*/**-*/**

• Provide customer service calls to venues and hotels for pharmaceuticals presentation

dinners

• Assist in close out of programs for purposes of reconciliation and accounting

• Assist in special projects and other administrative needs supporting Program Managers

and other staff

• Retrieval and merge documents and other correspondence in Access as directed

• Knowledge of various software programs with ease of use navigating, entering or

processing information

• Perform quality control checks of records in Access and Excel for Senior Management

reporting purposes

• Relieve management and other staff in deliverable deadlines of correspondence letters

and Honorarium requests

• Assist Program Coordinators with programs using Excel, MS Word, Access, Windows and

Outlook

• Highly effective time management, organization and multi-tasking abilities

• Cross trained new staff associates

Data Entry Specialist, Tech USA, on Assignment with Bright House Networks, Tampa FL

7/13-7/14

• Monitor and organize incoming Voice and Data existing accounts in Finance department

• Reviewed voluntary disconnects orders, validated early termination fees, processed service orders

• Use of Microsoft Outlook, managed calendar, and high volume of emails daily with high level

Sales staff

• Fulfilled contract request received via Salesforce, SharePoint, and Remedy; Use of ACSR and

ICOMS billing systems

• Processed and tracked Remedy work order tickets for implementation and porting process for all

Voice and Data orders

• Followed-up on all work order discrepancies and complex situations in a diplomatic and tactful

manner

• Daily job function required use of Excel and full working knowledge of internet, Email and multiple

use of browsers

• Environment time sensitive with demand to be organized, meet deadlines and able to multi-task

Client Care Associate, Manpower, on Assignment with Southern Maryland Oil, LaPlata, MD

11/12-3/13

• Handled high volume inbound calls scheduling deliveries and processing payments with average

of 60 to 70 calls

• Consulted with customers on new accounts and sales process of available services and products

• Processed payment transaction via credit card or checking account

• Created detailed case notes in Microsoft CRM to ensure management is aware of client’s account

status

• Researched required information with other staff members in efforts to resolve issues,

complaints, or escalations

• Communicated with staff and outside vendors or clients via Email and phone

Education

Associates in Science, Hillsborough Community College, Tampa, Florida

1/06-5/09

Completed College Course work, University of West Florida, Pensacola, Florida

1/10-7/11

Completed College Course work, University of South Florida, Tampa, Florida

8/11-7/12

Computer Skills

• High volume transcription

• Microsoft Office & Outlook

• Excel

• Access

• AS400

R. Thomas (2)

Other Work Experience

Quality Control/Document Management Specialist, VASTEC, Inc., Tampa, FL

7/09-11/09

• High volume data entry of archive documents via Electronic and Microfiche

• Performed detailed quality control assessment of digital images for accuracy while following

internal procedures

• Reviewed and maintained accurate assessments forms to support audit findings in OCR

verification

• Collaborated with management to ensure compliance and HIPPA regulations were being

implemented

Administrative Assistant, Rizzetta & Company, Inc., Tampa, FL

11/04-9/05

• Organized and bind agenda presentation packets for monthly board meetings using Microsoft

Office for scheduling

• Scheduled and facilitated meeting setups and conference calls for one or more General

Managers

• Utilized transcription equipment interpreting recorded Minutes and typing summary of discussion

• Maintained database of transcription of Minutes of Meetings

• Communicated written and verbal communication with internal and external across management

levels

• Managed office supply stock to include ordering and issuing to staff

• Use of Microsoft Office, Word and Excel

• Performed other administrative tasks, such as copying, scanning and distribution of documents

to General Managers

• Deadline driven and with demand to be highly organized and able to multi-task

Loan Origination Coordinator, New Century Mortgage, Tampa, FL

4/03-7/04

• Entered alpha-numeric data entry into loan origination system (LOS)

• Set up new files into loan origination system, requested and retrieved appraisal and credit

reports

• Highly productive in a deadline driven environment

Senior Word Processor, State of Florida Unemployment Appeals, Tampa, FL

9/02-2/03; 10/97-09/99

• Performed duties of Deputy Clerk coordinating and maintaining Unemployment Appeals cases

• Coordinated administrative hearings to include scheduling Notice of Hearings and other legal

documents

• Transcribed unemployment appeals Decisions by use of digital transcription equipment and word

processing

• Oversaw three administrative Judges cases and organized other clerical functions

• Initiated teamwork to insure steady workflow of cases with ability to prioritize and meet

deadlines

• Daily communication via phone or face to face with public, attorneys and other parties of interest

• Deadline driven, highly confidential and time sensitive information, ability to multi-task on a daily

basis

Volunteer-Internship

Volunteer Coordinator, USF Bridge Clinic, Tampa, Florida

10/11-7/12

Data Entry Operator, Office of Attorney General, Criminal Appeals, Tampa, Florida

10/08-11/08

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