Customer Service Office
Resume:
AARON HASSAN II
**** *. **** *****, ********, AZ
Cell : 623-***-****
Email: *************@*****.***
PROFESSIONAL OBJECTIVES:
Through my exposure as a Program Service Evaluator, Eligibility Interviewer and Unit Supervisor for the State of Arizona, Secretary for the Casa Linda Homeowner's Association,Customer Service Representative for Rules of the Road and various other Office, Customer Service, Retail and Warehouse environments I have expanded my versatility and knowledge level by working with
both internal and external customers. I want to secure a position that will enable me to utilize my strong
communication, organizational skills, customer service background, and my ability to work well with
internal and external customers. I want to have a career working for your company. I
am a team player, and enjoy working well with others to get things done. I'm also capable of running
things on my own when the situation calls for it, As well as managing a team.
As secretary of Casa Linda HOA, I have experience in reviewing and approving all incoming Architecture Requests and residence noncompliance actions pertaining HOA Rules and regulations. This volunteer position reviews all incoming requisitions from the Casa Linda residents. Maintains copy of HOA records and documentation related to all residents in the community. In Addition, I was in charge of organizing and planning of events such as Board Meetings, Community Gatherings, and Fundraisers.
Work Experience:
Client Customer Representative
October 2016- Present
Inovalon
4217 E Cotton Center Blvd
Phoenix, AZ 85040
KNOWLEDGE, SKILLS, AND ABILITIES
Handles a high volume of changes and calls. Knowledge of customer service techniques and problem solving techniques; general office procedures and practices, including familiarity with a variety of office machines and equipment. Change agent for the Change Center. Knowledge of: listening to customer’s complaints and utilizing customer service techniques; basic mathematical computations to determine public assistance eligibility entitlement; general use office equipment, computer systems and software to enter and retrieve programmatic and customer data. Microsoft Office and outlook to manage workload.
Knowledge and Practice of HIPPA and Confidentiality as well as following of state and federal guidelines. Handles inbound and Outbound calls.
Demonstrates Customer service techniques while informing Insurance members the benefits of regular doctor's visits and check ups. Gathering client and customer data and submitting it Instance companies. Data that is used for innovation and the improvement of insurance companies and their procedures.
Knowledge and Mastery of ITCC, Outlook, and Microsoft Excel.
Warehouse Associate/Quality Control and Assurance
February 2016- September 2016
Hunter Douglas
Elewood Staffing
601 S 65th Ave
Phoenix, AZ 85043
KNOWLEDGE, SKILLS AND ABILITIES
Handling and assuring quality of just made product as well as assured product was handled with care. Handles fast pace environment while maintaining quality.Receiving and processing incoming stock and materials, picking and filling orders from stock, packing and shipping orders, or managing, organizing and retrieving stock. Prepares orders by processing requests and supply orders; pulling materials; packing boxes; placing orders in delivery area.
Maintains quality standards by approving incoming materials, in-process production, and finished products; recording quality results.
Approves incoming materials by confirming specifications; conducting visual and measurement tests; rejecting and returning unacceptable materials.
Approves in-process production by confirming specifications; conducting visual and measurement tests; communicating required adjustments to production supervisor.Approves finished products by confirming specifications; conducting visual and measurement tests; returning products for re-work; confirming re-work.Documents inspection results by completing reports and logs; summarizing re-work and waste; inputting data into quality database.Keeps measurement equipment operating by following operating instructions; calling for repairs.Maintains safe and healthy work environment by following standards and procedures; complying with legal regulations.Updates job knowledge by participating in educational opportunities; reading technical publications.
Accomplishes quality and organization mission by completing related results as needed
Unit Supervisor
October 2015- February 2016
Department of Economic Security
DES Local Office
Department of Economic Security
6010 N 57th Dr
Glendale, AZ 85301
KNOWLEDGE,SKILLS, AND ABILITIES
Manages and Regulates the Distribution of Supplemental Benefits to Electronic Benefits (EBT). Handles and Solves Customer Inquires. Manages and distributes workload amongst staff. Maintains staff by recruiting, selecting, orienting, and training employees; developing personal growth opportunities.
Accomplishes staff job results by coaching, counseling, and disciplining employees; planning, monitoring, and appraising job results; conducting training; implementing enforcing systems, policies, and procedures.Maintains safe and healthy work environment by establishing and enforcing organization standards; adhering to legal regulations.
Completes operations by developing schedules; assigning and monitoring work; gathering resources; implementing productivity standards; resolving operational problems; maintaining reference manuals; implementing new procedures.Controls expenses by gathering and submitting budget information; scheduling expenditures; monitoring variances; implementing corrective actions.Provides quality service by enforcing quality and customer service standards.Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications.
Contributes to team effort by accomplishing related results as needed.
Skills in Federal, State and Agency statutes, rules, and regulations applicable to the areas of assignment; learning to use verbal and written communication to apply Federal, State and agency statutes, rules, and regulations in dealing with and responding to customers and their request; validating customers to ensure confidentiality, operating computer systems and software. Ability answer questions get to the root of issues, maintain a friendly and professional attitude at all times. Diplomatic, firm and polite at the same time, and enjoy figuring out the best ways to get my meaning across to others. My creative thinking skills enable for me to problem solves and at times think outside of the box. I can work quickly and effectively under a rushed deadline or tight schedules and am flexible enough to change direction at a moment's notice when needed.
Eligibility Interviewer
June 2015 to October 2015
Department of Economic Security
DES Local Office
4502 W Indian School Rd
Phoenix, AZ 85031
KNOWLEDGE, SKILLS, AND ABILITIES
Handles and Conducts face to face interviewers with Customers to determine eligibility for the Following Arizona State Programs and Benefits : TANF, WIC,Cash Assistance, Nutrition Assistance, AHCCCS, Unemployment Insurance, Social Security, and Child Care.
Responsible for reviewing and analyzing information on the AZTECS system, ONBASE, and HEAPlus, interpreting data and responding to callers and walk-in customers . The information provided typically involves case status, actions taken, documents needed, requests for information to support actions taken for benefit determination that can result in an increase or decrease of benefit amounts for Nutritional Assistance, and Medical Assistance.
Responsible for the Verification and Protection of Confidential data Such as Social Security Numbers, Birth Certificates and Addresses. Skills in learning basic Federal, State and agency statutes, rules, and regulations applicable to the areas of assignment; learning to use verbal and written communication to apply Federal, State and agency statutes, rules, and regulations in dealing with and responding to customers and their request; validating customers to ensure confidentiality, operating computer systems and software. Ability answer questions get to the root of issues, maintain a friendly and professional attitude at all times. Diplomatic, firm and polite at the same time, and enjoy figuring out the best ways to get my meaning across to others. My creative thinking skills enable for me to problem solves and at times think outside of the box. I can work quickly and effectively under a rushed deadline or tight schedules and am flexible enough to change direction at a moment's notice when needed.
Knowledge of Office procedures,protocols and regulations gained through extensive experience; Computer systems, Scanners, EBT Manager System and AZTECS computer system; various communication techniques related to Face to face customer service; conflict resolution, Problem solving and Accommodation to the customer/client.
Program Services Evaluator
November 2014 to June 2015
Department of Economic Security
Change Call Center
515 N 51st Ave, Suite 265
Phoenix, AZ 85043
KNOWLEDGE, SKILLS AND ABILITIES
Handles a high volume of changes and calls. Knowledge of customer service techniques and problem solving techniques; general office procedures and practices, including familiarity with a variety of office machines and equipment. Change agent for the Change Center. Knowledge of: listening to customer’s complaints and utilizing customer service techniques; basic mathematical computations to determine public assistance eligibility entitlement; general use office equipment, computer systems and software to enter and retrieve programmatic and customer data. Microsoft Office and outlook to manage workload.
Responsible for reviewing and analyzing information on the AZTECS system, ONBASE, and HEAPlus, interpreting data and responding to callers. The information provided typically involves case status, actions taken, documents needed, requests for information to support actions taken for benefit determination that can result in an increase or decrease of benefit amounts for Nutritional Assistance, and Medical Assistance.
Knowledge of Inbound/Outbound call center policy, procedures and regulations gained through extensive experience; interactive voice response systems, automated dialers and the computer system; various communication techniques related to customer service; automated office systems and equipment; proficient written and verbal communication.
Skills in learning basic Federal, State and agency statutes, rules, and regulations applicable to the areas of assignment; learning to use verbal and written communication to apply Federal, State and agency statutes, rules, and regulations in dealing with and responding to customers and their request; validating customers to ensure confidentiality, operating computer systems and software. Ability answer questions get to the root of issues, maintain a friendly and professional attitude at all times. Diplomatic, firm and polite at the same time, and enjoy figuring out the best ways to get my meaning across to others. My creative thinking skills enable for me to problem solves and at times think outside of the box. I can work quickly and effectively under a rushed deadline or tight schedules and am flexible enough to change direction at a moment's notice when needed.
Ability to resolve issues with customers; comprehend rules, regulations, policies, and procedures; to apply basic mathematical calculations; use automated systems to enter and retrieve programmatic or customer data; work well with others; listen, communicate orally and in writing.
Knowledge of communication techniques including telephone etiquette (voice quality, tone, articulation and listening skills). Moderate knowledge and experience as agent with direct interaction with customers of call center functions; call center standards and best practices. General knowledge of federal and state laws related to employee's safety and accessibility standards required in the office and other work environments; personnel policies and procedures.
Skills in oral and written communications; listening techniques, interpersonal relationships with staff and other government agencies staff; independent problem solving, analyzing and decision making for complex issues; interpreting and understanding SNAP (Nutrition Assistance); TANF, (Cash Assistance), and AHCCCS/Medicaid (Medical Assistance) program policies and procedures; organizational skills in prioritization of projects/tasks; customer service interviewing, negotiation, monitoring, evaluation and supervision.
ABILITY to: interpret and apply FAA program policies and procedures as related to the functions of the FAA call center; assist in supervising employees with diverse skills, educational and cultural backgrounds, work independently while functioning as a integral part of the Agency's management structure; model integrity, dependability and quality customer service; mentor and instill these values in others; communicate vision and direction; lead by example
Knowledge of Inbound/Outbound call center policy, procedures and regulations gained through extensive experience; interactive voice response systems, automated dialers, Symposium Call Center Manager System and AZTECS computer system; various communication techniques related to customer service; automated office systems and equipment; proficient written and verbal communication.
Skill in Interviewing techniques to obtain accurate information; handling a high volume of inbound calls; meeting established response times to resolve questions, issues and discrepancies; monitoring, tracking, and analyzing data; updating an automated case management system; establishing and maintaining interpersonal relationships; using Microsoft Office, Internet and Intranets. Lead call agent in Heath-e-Arizona Pilot program that involved interviewing clients that applied online for DES FAA program benefits. Utilized Excel to manage workload distribution to other Public Service Evaluators utilizing E-mails to track tasks of completed case actions.
Ability to maintain up-to-date knowledge of policies and procedures; improve performance with call center hardware and software; analyze and interpret data related to court orders; understand alerts, work-lists and tracking codes; determine appropriate child support enforcement actions needed; learn related child enforcement technique and activities.
Defensive Driving Customer Services Representative
Rules of the Road
5955 W Peoria #5741
Glendale AZ 85303
From: June 2014 to: Nov 2014
Skills, Abilities and Knowledge:
Direct face to face contact for Eligibility, Registration and Attendance of Students, assist in eligibility, registration and attendance of students. Initial contact from individuals requesting to attend any defensive driving course assist the Instructor in verifying the correct paperwork, identification and fee requirements are met. Responsible for the accuracy and timeliness of work products; security of cash and money order receipts, accountable forms, and variety of basic clerical duties.
Ensure the violation for which the individual is requesting attendance driving class is an eligible moving violation as specified by A.R.S. § 28-3392(A); permitted by the court for diversion. As a CSR I require each student to show official identification prior to beginning a class and verify the registration information for accuracy against the official information by direct comparison. Acceptable forms of identification are limited to an official government-issued driver license or an official federal or state photo identification card. Collect and retain a copy of the individual’s citation to permit verification of data and eligibility. Provide an explanation to each individual enrolling in a defensive driving course of the provisions and implications of signing the affidavit of eligibility and require the individual to read and sign the affidavit of eligibility. Explain the enrollment for the defensive driving program. Gather documents required
by the courts such as violations and court extension from potential students. Follow state rules and procedure on acceptable documents to meet identification requirements to attend the defensive driving class. At the time of the registration process, all students are informed and advised on the court procedures. Ensure the number of students exceed 60 attendees per class. Also ensure all classrooms meet all federal, state, county and local health, safety and building requirements, including
This Defensive driving course curriculum covers AZ Title 28 laws and MVD Guidelines. Public and customer relations and problem resolution techniques, practices and procedures in regard to the Defensive Driving Program. Compile data for student reporting procedures established for the work unit for control and security of equipment, facilities, cash, records maintenance and forms. Office procedures and practices including filing and records maintenance, business grammar, spelling, punctuation, and arithmetic for class reporting of compliant students..
Continuous public contact, long period of standing. Skills in customer service, responding to staff and public with tact, diplomacy, and appropriate and timely information. Applying basic arithmetic computation to ensure correct amounts are received. Properly applying laws, rules, regulations, policies and procedures during registration process. Accurately provide program information, rules, regulations, laws, policy and procedures, and all applicable Arizona Revised Statutes. *Work well with the public and
adapt to very stressful situations.
Integrity Staffing/Amazon fulfillment
4750 W. Mohave Road
Phoenix, AZ 85043
Amazon Mohave Rd location
Locating specific items to be shipped out to customers. Keeping track of bar code information and destination that the product is headed to. Locating items in a certain amount of time. Meeting hourly quota and rate that items have to be located. Ensuring item integrity and customer satisfaction.
Adecco/Marshall's Distribution Center
3000 S. 55th Ave, Phoenix, AZ 85403
Phoenix, AZ
February 2014 – July 2014
Loading and unloading merchandise onto/from trailers to be shipped out to stores/ other distribution centers across the west side of the country. Checking bar codes and labels to make sure that the correct product was going to the correct location. scanning merchandise into to system to be be counted and loaded into trailers to be shipped out. Consolidating store items from both shipping and receiving departments.
Integrity Staffing, Amazon associate/stow
6835 W. Buckeye Road, Phoenix, AZ 85043
Amazon Buckeye, AZ
October 2013-December 2013
Scanning items and newly received product into the system to be stored virtually and physically in the warehouse to be shipped off to the customers. Organizing and sorting large quantities of multiple items to ensure quality and customer satisfaction. Check items for quality purposes and well as product integrity. Meet hourly quota for items that had to be stowed virtually and physically.
Sales representative/ Telemarketing
Black Canyon professional plaza
4810 N. Black Canyon Highway(W. Camelback Road), Phoenix, AZ 85017
Nationwide Lending Phoenix, AZ
July 2013-August 2013
Talk to and enlighten potential customers in the positives of investing in a home based business or/ and investing in newly started businesses as well as starting their own home based business and teaching them the steps to get a business started. Handle credit card information as well as other personal information. Met weekly quota of enlightened customers as well as maintaining positive attitude and demonstrating patience.
Education
Arizona Defensive Driving School Program knowledge
Glendale Community College
August 2011-Present
Independence High School
July 2007-May 2011
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