Customer Service Data Entry

Résumé

Jessica L. Roman

** ******* ** ***: 540-***-****

Stafford, VA 22554

Email: acxnva@r.postjobfree.com

Executive Summary

Customer Service and IT professional with 15 years’ experience serving as a liaison between customers and organizations. Proven experience in handling customer inquiries, complaints, orders, accounts, billings, and cancellations, both over the phone and online. Adept at using IT in collecting and analyzing information for use in preparing product and service reports. Proficient in the use of database systems to maintain customer records, besides providing IT technical support to work teams for optimal uptime of crucial business services.

Milestones/Awards

● Most Innovative of the Quarter, Defense Threat Reduction Agency (DTRA), 2013

● Outstanding customer service, DTRA, 2012

● Team of the Quarter, Engineering Solutions and Products Inc. (ESP), 2008

● Assistant of the Quarter, BAE Systems, 2001

Core Competencies

● Teamwork

● Work prioritization and multi tasking

● Building sustainable relationships with customers

● Strong listening and phone handling skills

● Identifying and assessing customer needs

● Documenting customer interactions

● Handling complaints and providing appropriate solutions within set timelines

● Communication and presentation skills

● IT Microsoft Windows environment (MS Office), database management, and Linux

● Typing speed 60 WPM

Professional Experience

Federal Reserve Board of Governors, Washington D.C Jan. 2014 Dec 2015 ARC IT Research Analyst (R&S Division)

Achievements

● I have effectively performed administrative duties and extended support to ARC DAS, CTMS and Infrastructure departments

● Professionally handled incoming and outgoing communications

● Provided IT support services in software installation and configuration, database management, and workstation networking

● Ensured effective communications by activating travel blackberries and new devices for ARC staffs

● Performed walk ups and laptop deployments, besides issuing NRAS tokens

● Ensured up to date documentation on SOP’s

Jessica L. Roman 57 Bristol Ct Stafford, VA 22554, Tel: 540-***-**** Email:acxnva@r.postjobfree.com Résumé

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● Schedule meetings and updated the whiteboard as needed

● Ensured traceability of organization's equipment by issuing property passes to staffs taking equipment

● Provided employees with loaner equipment for conferences and meetings Defense Threat Reduction Agency (AISG, Inc. /APEX) Ft. Belvoir VA Feb. 2010 – Dec. 2013 Service Desk (Team Lead) Fort Belvoir, VA

Achievements

● Ensured high staff productivity by maintaining schedule and performance evaluations for a team of five

● Processed weekly ACD metric reports, and generated monthly reports on the percentage of abandoned calls, as well as average speed of response, queue hold times, and VIP resolutions

● Handled customer queries via telephone, e mail and walk ups, and escalated the same to relevant departments for resolution

● Interviewed and performed new hire account permissions for all Service Desk personnel

● Collected end user requests for assistance, including Internet connection problems, email issues, and web portal challenges, and assigned support tickets to the appropriate personnel for resolution

● Provided user support in software installation and configuration, drive mapping, hardware maintenance, account activation, email configuration, and resetting of passwords. Defense Threat Reduction Agency (AISG, Inc. /APEX) Ft. Belvoir VA [enter start and end dates] Asset Management/Inventory Control Specialist

Achievements

● Maintained records of property owned by the Government, company, and associate contractors in accordance with company procedures and Government regulations

● Maintained records and logs of property received, transferred, allocated, held and disposed

● Coordinated property transfers; conducted periodic property inventories; and prepared reports of property status

● Analyzed requirements for special projects and recommended appropriate methods and processes to accomplish the recommendations

● Provided support in the design of new, as well as modification of existing equipment and systems for improved performance

● Assigned work and scheduled work flow for lower level staffs

● Provided leadership and mentorship to staffs in lower cadres

● Maintained files for completed jobs, and updated the team leader on accomplished tasks and pending jobs

● Provided administrative support to the project manager through travel arrangements, submitting expense reports, preparing documents, letters, memorandums, reports, briefings, and administrative forms

Engineering Solutions and Products (ESP, INC) Haymarket, VA Jan. 2008 – Sept. 2009 Property Book/Logistics Analyst

Achievements

Jessica L. Roman 57 Bristol Ct Stafford, VA 22554, Tel: 540-***-**** Email:acxnva@r.postjobfree.com Résumé

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● Prepared and processed lateral transfers for more than 2,500 items per week ($1.8 billion a year) issued by the Material and Advanced Combat Uniform (ACU) Fielders using P BUSE and CIF ISM systems

● Provided Data management support for Army Property Book Unit Supply Enhanced (PBUSE) and ISM Installation Support Modules, and web based enterprise level logistics system for PM Soldier Equipment (PM SEQ)

● Processed requests, and issued non expendable properties items to Primary Hand Receipt Holders or designated representatives

● Ensured all requisitions for purchase of equipment, personal property, and supplies were properly reviewed for authorization and processed according to set Army Regulations

● Prepared inventory lists, and assisted Hand Receipt Holders as required in conducting inventories, besides adjusting property records to ensure accuracy

● Reviewed and approved inventory reports to assure compliance with all regulations and to see that appropriate adjustments were made when necessary

● Maintained ISM and Slick tracker daily data bases

● Made extensive customer contact and support for the US Military

● Updated Net/Fielding and Serial Number Data Bases daily

● Provided accurate records of conference scheduling RGII Technologies, Annandale, VA Sept. 2002 – Aug. 2004 Office Administrator

Achievements

● Processed customer request for moves, additions, changes, or repairs of network PCs and peripherals

● Created work orders, shipping orders, and requisitions to satisfy customer service requirements and tracked until completion

● Performed data entry functions and provided assistance with database operations and maintenance

● Retrieved data from storage and determined maintenance schedules

● Examined received stock to verify conformance to specifications in order to fill requisitions, work orders, or request for materials, tools and other items for issue to technicians

● Noted spoilage of or damage to stock and followed standard procedures for refusal of shipments or vendor replacement request

● Marked or remarked materials/items with identifying information and stored articles in bins, on floor, and on shelves, according to identifying information

● Distributed stock among production workers when needed and kept records of material issued to maintain traceability

BAE Systems, McLean, VA Oct. 2000 – Sept. 2002

Office Administration/Receptionist/Courier

Achievements

● Assisted visitors in the reception lobby, determined purpose of visit and directed accordingly

● Controlled entrance to facility by checking identification of employees and visitors to prevent unauthorized entry

● Completed and prepared necessary security clearances and badges for visitor use while on company premises

Jessica L. Roman 57 Bristol Ct Stafford, VA 22554, Tel: 540-***-**** Email:acxnva@r.postjobfree.com Résumé

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● Maintained a working knowledge of emergency responses and procedures

● Handled incoming and outgoing phone calls, faxes, and email communications

● Processed and collected training request forms and updated the training database

● Contacted employees to verify their availability to attend upcoming training classes

● Performed timesheet data entry as well as filing when requested

● Prepared new hire, and benefit folders and logged all potential employee interviews Professional and Academic Qualifications

● Bachelor of Business Administration (BBA) with concentration in Acquisitions and Project Management, Strayer University, ongoing

● Information Technology Infrastructure Library (ITIL) v3 Certified

● Certificate in Fundamentals of System Acquisition Management (ACQ 101)

● Acquisition Logistics Fundamentals (LOG 101)

● Microsoft Office Applications (MS Word, Excel, Power Point, Outlook, Access, and Project)

● Diploma, North Stafford High School, Stafford, VA, 1996 2000 References Available upon Request

Jessica L. Roman 57 Bristol Ct Stafford, VA 22554, Tel: 540-***-**** Email:acxnva@r.postjobfree.com Résumé

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