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Customer Service Representative

Simpsonville, South Carolina, United States
October 17, 2016

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Joelene E. Latimore

* ******* ****** **.

Simpsonville, SC 29681



**/**** ** **/**** Louis Stokes Department of Veterans Affairs - Cleveland, OH

Civilian Payroll Technician (GS-0962-06)

Verify the accuracy of time and attendance records, salary payments and deductions, including calculations of pay and benefits.

Serve as a liaison between employees and the payroll providers, oversee time and attendance, and maintain payroll records.

Process annual leave, sick leave and leave without pay as well as processing checking accounts and Federal/State Taxes.

Processed and file Incentive Awards, process retired and separation employees account.

I also assist members with information status of their savings deposit funds, dependency claim, allotments, military buyback (catch 62), TSP inquiries, and DCPS password resets.

06/2008 to 06/2014 Defense Finance and Accounting Services - Cleveland, OH

Customer Contact Representative (GS-0962-06)

Resolved customer inquiries for all DFAS (Defense Finance and Accounting Services) internal and external customers.

Trained to assist customers via incoming phone calls, email transmittals, and US Mail.

My duties include but are not limited to receiving inquiries from all branches of the military, both active duty and reserve members. This also includes military members deployed in combat related areas, military retirees and former spouses, and the civilian employees that are serviced by DFAS.

Service to these members includes initiating changes or correction to military pay accounts, re-issuance of returned checks, tax statements, and leave and earning statements.

09/1999 to 11/2007 Rochester City School District - Rochester, NY

Teacher Assistant

Worked with classroom teachers to plan and implement daily activities and prepare individualized materials for students.

Assist students by demonstrating tasks and intervention strategies for all tasks, providing one-on-one instruction in a firm, consistent, supportive environment in a cooperative effort with the classroom teacher.

Utilizes visual cues including symbols, pictures and simple sign language.

Implementing the Individualized Educational Program and Behavior Intervention Plans and strategies for students exhibiting unique communication, emotional, behavioral and learning needs.

Enhanced student learning by preparing, administering, reviewing and correcting assignments.

Assist with maintaining records, materials, and equipment. Monitor and document students’ progress making sure each student have an individual folder for their progress graphs, attendance history, and behavioral and/or management problems.

Ensure that the work environment is safe, clean, accessible and efficient for all classes.

Assist students in brainstorming, revising, and editing their work. Assist student with basic math, writing, English/reading, science, and history skills.

09/1993 - 12/1999 AIDS Rochester – Rochester, NY

Administrative Assistance

Perform administrative duties for the department executive director; answering telephone and referring calls to appropriate staff.

Scheduled appointments and arrange meetings for administrators; maintained time cards, responsible for ordering, and storing supplies.

Review and edit purchasing request.



Associate Degree in Word Information Processing


These training helped me in my daily work performances. Introduction to Business, Introduction to Accounting, Personal Finance, Principles of Finance Accounting, Communication Skills, Business Math, Principles of Managerial Accounting, Administration Office Management, Advance Typing, Purchase and Procurement, Principles of Marketing, and Business Communication.

Job Related Training:

Garnishment training (IGS, IGARN); Military Active Duty and Reserve pay system used to review, process, and re-issue pay (RPHA, RCHA, RCB2, RAVC, JJAA, PRAA); Civilian Reset/Re-issue W-2 (DCPS); Casualty pay, Retired and Annuity pay Level I and II system used to view pay accounts ( HUNT); Imaging database used to view retired members documents (RAPID); Marine Corps (MCTFS); Employee Benefits Timekeeping (EBIZ); Call Log Database for incoming call history (IMATS); System used to view dependency claim status (DWOWS); MyPay internet web administrator data base, Master Pin Database (MPDB).


Working knowledge to access various pay systems necessary to obtain pay related and other information concerning military personnel and civilian employees.

Review documents for appropriate application of pay.

Maintain and review time and attendance hours accurately on EBIZ timekeeping system.

Review authorization documents.

Review tax levies and collections of debts due to the US Government and other collections such as alimony, child support, and bankruptcy.

Trained in Retired and Annuitant Pay Level I and II, SBP, Casualty, HUNT, MyPay, Master Pin Database, Active Duty and Reserve Pay, Garnishment, IGS, IGARN, RAVC, RCB2, DWOWS, SDP, and RAPID, MyPay Project Team/Troubleshooter, Customer Service Representative of the Month, Certificate of Appreciation for superior productivity, exceptional customer service skills and exemplary performances, Received several compliments from customers for handling complex interaction with courtesy and respect.

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