Aurora Tobin

Jacksonville, NC *****

ad016s@r.postjobfree.com

+1-919-***-****

** *****’ experience learning and growing in the fields of Customer Service, Human Resources, Medical Data Support/ Covid Case Investigation, Graphic Design and Remote Work. Authorized to work in the US for any employer

Work Experience

Advisor II

Concentrix - Jacksonville, NC

September 2023 to Present

Interfaces with customers via inbound calls, outbound calls, or through the Internet. Provides customer service support and resolution of non-routine problems regarding product or services. Maintains key metrics, documentation and data entry processes.

CCTC Support 2

Medical Edge Recruitment - Remote

October 2021 to March 2023

Investigate reported COVID-19 cases by interviewing infected individuals by phone to determine the likely source of illness, close contacts, and the potential for outbreak. Entered Medical Laboratory Data into the Maven-based NCCOVID

Customer Service Representative

Affordable Care, LLC - Remote

September 2020 to November 2020

Conferred with customers by telephone to provide information about products or services, entered/ cancelled appointments, obtain details of complaints; Checked to ensure that appropriate changes were made to resolve customers' problems; Kept records of customer interactions, Utilized SalesForce, Vonage and Dentrix.

Call Center Representative

Conduent - Remote

July 2020 to September 2020

Conferred with customers by telephone to provide technical information about Apple iOS and WatchOS and Repair Appointments or obtain details of complaints; Checked to ensure that appropriate changes were made to resolve customers' problems; Kept records of customer interactions; Identified and escalated priority issues; Utilized CRM for Data Entry Chat Technical Advisor One

Kelly Services - Remote

September 2019 to January 2020

Conferred with customers by chat to provide technical information about Apple iOS and WatchOS and Repair Appointments or obtain details of complaints; Checked to ensure that appropriate changes were made to resolve customers' problems; Kept records of customer interactions; Identified and escalated priority issues; Utilized CRM for Data Entry

Freelance Graphic Designer and Writer

Celestial Waters Publishing/ Self - Remote

October 2010 to September 2019

Edited and formatted manuscripts for publishing, Created Websites on WordPress, Blogger and Web node, Created Book Covers, Banners, Promotional Materials in Photoshop CS 6 and PhotoScape, Promoted various books in 250+ Facebook groups and 1200+ Twitter Followers, Organized online events with prizes, Created videos in Wondershare, Windows Movie Maker, and VSDC Free Movie Editor, Wrote an Amazon Best-Seller under a pseudonym

Employment Specialist

Holden Temporary Agency - Greenville, NC

July 2010 to September 2010

Conducted interviews in English and Spanish with potential employees, Drug Tested Potential Employees, Entered data into various computer programs, Answered telephones, Worked daily with Microsoft Office 2007

Transportation Secretary

Martin's Abattoir and Wholesale Meats - Godwin, NC January 2007 to June 2008

Organized truck drivers’ logs, payroll vouchers, and personnel and qualification files for DOT compliance, Processed weekly payroll for 28 drivers using a 10-key calculator, Interpreted in Spanish for HR and other office personnel, Created documents using Excel & Microsoft Word to compose, organize and track all documentation, Answered telephones and scheduled appointments Education

Associate's Degree in Liberal Arts and Sciences

Southern New Hampshire University - Manchester, NH January 2018 to December 2022

General Equivalency Diploma

Sampson Community College - Clinton, NC

January 2001 to December 2001

Skills

• Graphic Design

• WordPress

• iOS

• Dentrix

• Blogging

• 10 Key Data Entry

• Adobe Illustrator

• Technical Support

• Android

• Office Administration

• Adobe Photoshop

• Clerical experience

• SharePoint

• EHR systems

• Communication skills

• Customer service

• Computer literacy

• Microsoft Excel

• Computer skills

• Microsoft Office

• Microsoft Word

• English

• Windows

• Telecommunication

• Google Docs

• Bilingual

• SAP

• Salesforce

• Customer support

• SFTP

• Continuous improvement

• Analysis skills

• Spanish

• Data collection

• Adobe Acrobat

• Mac OS

• HIPAA

• Data entry

• Administrative experience

• Live chat

• Medical records

• Motivational interviewing

• Documentation review

• IVR

• Retail sales

• Guest services

• Research

• Social media management

• HTML5

• FTP

Languages

• Spanish - Intermediate

Certifications and Licenses

BLS Certification

Assessments

Call center customer service — Proficient

February 2022

Demonstrating customer service skills in a call center setting Full results: Proficient

Attention to detail — Proficient

March 2022

Identifying differences in materials, following instructions, and detecting details among distracting information

Full results: Proficient

Recruiting — Proficient

February 2022

Managing the candidate sourcing and selection process Full results: Proficient

Verbal communication — Proficient

March 2022

Speaking clearly, correctly, and concisely

Full results: Proficient

Social media — Proficient

April 2022

Knowledge of popular social media platforms, features, and functions Full results: Proficient

Spreadsheets with Microsoft Excel — Proficient

April 2022

Knowledge of various Microsoft Excel features, functions, and formulas Full results: Proficient

Technical support — Proficient

March 2022

Performing software, hardware, and network operations Full results: Proficient

Administrative assistant/receptionist — Proficient February 2022

Using basic scheduling and organizational skills in an office setting Full results: Proficient

Work style: Professionalism — Proficient

October 2022

Tendency to be accountable, professional, open to feedback, and act with integrity at work Full results: Proficient

Work style: Reliability — Proficient

March 2022

Tendency to be reliable, dependable, and act with integrity at work Full results: Proficient

Customer service fit — Proficient

March 2022

Measures the traits that are important for success for customer service roles Full results: Proficient

Scheduling — Proficient

February 2022

Cross-referencing agendas and itineraries to avoid scheduling conflicts Full results: Proficient

Written communication — Proficient

February 2022

Best practices for writing, including grammar, style, clarity, and brevity Full results: Proficient

Technical support: Customer situations — Proficient March 2022

Responding to technical support situations with sensitivity Full results: Proficient

Customer focus & orientation — Proficient

February 2022

Responding to customer situations with sensitivity Full results: Proficient

Marketing — Proficient

October 2022

Understanding a target audience and how to best communicate with them Full results: Proficient

Customer service — Proficient

February 2022

Identifying and resolving common customer issues

Full results: Proficient

Data entry: Attention to detail — Proficient

March 2022

Maintaining data integrity by detecting errors

Full results: Proficient

Administrative support professional fit — Proficient August 2020

Measures the traits that are important for successful administrative support professionals Full results: Proficient

Cooking skills: Basic food preparation — Proficient March 2022

Preparing food, using cooking equipment, and converting ingredient measurements Full results: Proficient

Data entry: Attention to detail — Proficient

November 2022

Maintaining data integrity by detecting errors

Full results: Proficient

Filing & organization — Proficient

March 2022

Arranging and managing information or materials using a set of rules Full results: Proficient

Customer service — Proficient

December 2020

Identifying and resolving common customer issues

Full results: Proficient

Working with MS Word documents — Proficient

March 2022

Knowledge of various Microsoft Word features, functions, and techniques Full results: Proficient

Customer focus & orientation — Proficient

November 2022

Responding to customer situations with sensitivity Full results: Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

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