Customer Service Manager
Resume:
Leah Annette BoNey
***********@*****.***
OJECTIVE
To utilize my experience, skills, and education to grow a career
SKILLS
Excellent written, verbal, interpersonal and organizational communication skills.
Advanced computer skills: Microsoft Office Suite, SAP, Health Track, FLMMIS, SharePoint, WinFMT, FLAIR, MyFloridaMarketplace
Skilled in building relationships to give advice effectively.
EDUCATION
University of Phoenix
Doctor of Management- December 2019
University of Phoenix
Master of Science, Psychology- June 2013
Florida Agricultural and Mechanical University
Bachelor of Arts, Psychology- April 2011
EMPLOYMENT
Administrative Secretary (January 2015-Present)
Florida Department of Revenue Hillside, IL
Provide clerical assistance and support to the Service Center Manger in daily operation of the Service Center. Perform duties requiring knowledge and understanding of the Department of Revenue’s programs and procedures. Initiate, compiles and prepares reports for use by administrators and managers. Handle multiple support and customer service tasks, answering/routing telephone calls, opening/sorting/distributing mail.
Independently perform daily office procedures. Process personnel files and maintains a complete and updated set of personnel rules and regulations. Assist in hiring procedures including coordination of skills test, interviews, hiring packages and associated correspondence. Prepare monthly and quarterly reports and all other reports required by the Service Center Manager, such as mentoring report and any other weekly, monthly or quarterly reports required.
Input information in the ACM System such as address changes, power of attorney, etc. Prints audit file labels and creates audit files.
Act as the Service Center liaison for the service center employees with People First and DOR Human Resources. Act as the Leave and Attendance contact for any matter relating to leave and attendance such as LWOP, sick leave pool or hardship leave. Process requisitions and transactions in the My Florida Market Place purchasing system and works with the Regional Office and the Process Office on purchasing matters. Prepare and maintains records of all Purchase Requisitions and supply orders. Prepare travel vouchers for review by Operational Accounting. Reconcile purchase card (PCard) and travel card (TCard) transactions using Florida Accounting Information Resource (FLAIR). Assist with assembly of documentary materials for presentation at meetings. Participate in special projects and/or quality initiatives. Establish and maintain a working relationship with Service Center employees, Department employees, and outside contacts.
Revenue Specialist II (September 2014-January 2015)
Florida Department of Revenue Tallahassee, FL
Provide assistance via telephone, SAP, and written correspondence concerning departmental billings and delinquencies and takes appropriate action to resolve accounts. Examine and update departmental or taxpayer records and require additional taxpayer contact and/or other departmental personnel for final resolution. Provide accurate information and assist taxpayers regarding all tax law and departmental rules regarding billings and delinquencies. Maintain accurate record of work performed and timely prepare and submit reports. Responsibilities are to provide all customers and suppliers timely and appropriate services in an environment that is customer-focused, data-driven, process-oriented, team-centered, partner-interdependent and sensitive to diversity.
Choice Counseling Specialist (January 2014–September 2014)
Automated Health Systems Tallahassee, FL
Provide unbiased information and education regarding the Statewide Medicaid Managed Care Program. Verify caller information via Health Track and FLMMIS. Advise callers of available Health Plan options, rights and responsibilities, and enrollment timeframes. Process Health Plan enrollments, changes, and dis-enrollments as appropriate via Health Track and SharePoint.
Human Resources Customer Service Representative III (September 2012 –November 2012)
Temporary Position
Northgate Arinso Tallahassee, FL
Responsible for delivery of a full range of human resource services. Advised employers, employees, and external agencies of available benefit elections and options. Mediated between insurance carriers and subscribers with concerns or discrepancies. Maintained employee records via SAP. Completed enrollments and cancellations, as well as ordered the delivery of written benefit materials. Transcribed call notes via eCase while using the Avaya soft-phone program.
Sales Manager (December 2010 – May 2012)
Modest Formal Wear Tallahassee, FL
Demonstrated a high-level of client service assistance and consistently met performance team and individual goals. Responsible for offering comprehensive information to public on Wedding Packages, assisting clients with color coordination, and provide support to ensure a positive customer experience. Played a collaborative team role in assisting store owner to meet task goals and store policies and procedures. Communicated professionally with clients and provided follow-ups as necessary. Completed on-going training and professional development required for position. Displayed support and pride in company initiatives and assisted with additional work duties as required.
Mental Health Assistant (October 2011-January 2012)
Apalachee Center for Human Services Tallahassee, FL
Responsible for the well-being of 32 adult clients and 4 juvenile clients. Provided patient supervision, care and activities services with professional staff direction and unit procedures. Assisted patients in activities of daily living. Assisted in implementing treatment plans. Provided supportive contact with clients. Managed Phone Lines. Composed Shift Reports. Recorded Vital Signs.
Summer Intern (May 2008- July 2008)
Office of the Clerk of the Circuit Court Chicago, IL
Sorted and filed court cases according to type and relevance. Managed multi-line phone system. Used database to locate cases not present in files to satisfy client inquiries. Faxed information to law firms and other agencies for case development. Assisted clients with completing forms and requests. Reported directly to the division leader on the progress of implementing organizational techniques. Assisted co-workers in a cooperative manner to ensure all deadlines were met.
Volunteer Time Employed (April 2007-April 2008)
Apalachee Ridge Technology Learning Center Tallahassee, FL
Motivated students to continue education. Discussed goals and steps necessary to achieve them. Assisted students with homework in various subjects. Reported to Director on the progress of students and developed incentives to keep them involved. Mentored through the use of personal experiences.
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