CHARITA L. MILLIEN

Houston, Texas ad0rli@r.postjobfree.com 314-***-****

SUMMARY OF EXPERIENCE AND SKILLS

• Efficient problem-solving skills for complex customer service issues involving billing, software/ hardware malfunctions, and network discrepancies.

• Proficient user of Microsoft Word, Excel, Access, PowerPoint, Visio, Visual Studio, SQL, and Google Docs.

• Successful completion of Financial & Managerial Accounting, Business Law, Introduction to Statistics, Microeconomics, Macroeconomics, Telecommunications, Computer Programming I

(C++), Computer Security, System Analysis & Design, Marketing, Organizational Behavior, Introduction to Business Technologies and Medical Terminology.

• Collected and entered clinical data pertaining to patients’ status (i.e. blood pressure, ambulation, and nutritional/fluid intake and outtake) in the database system.

• Applies excellent and professional verbal, visual, and written communication and teamwork skills to assist with projects, time-management and organizational demands.

• Proactively exhausts resources, tools, and instructions to successfully complete tasks.

• Proficient use with Microsoft Windows XP/7/8/10, Mac OS X and iOS, and Android OS. EDUCATION & TRAINING

Bachelor of Science, MIS, Mgmt. of Information Systems (B.S.), Business Administration (B.S.) (128 hours completed) Webster University (Oct. 2020) St. Louis, MO.

Associate of Arts, General Studies (A.A.)

St. Louis Community College (May 2014) St. Louis, MO. WORK EXPERIENCE

Transportation Security Administration, U.S. Dept. of Homeland Security (Aug. 2022 - Jan. 2023) St. Louis, MO. TSA Officer

● Effectively communicates with management to confirm efficient operational practice.

● Ensures TSA regulations and policies are adhered.

● Administer and communicate rules to passengers regarding completion of screening process.

● Interacts with various cultural differences..

● Utilizes effective team oriented approaches to assist with operational standards..

● Verify identity and travel data of passengers.

● Screen passengers and their belongings for unapproved items.

● Facilitates security protocols for passenger safety Equifax (May 2020 - Aug. 2020) St. Louis, MO. Customer Service Representative

(Onboarding) - Junior

● Communicated professionally with customers regarding employment & income verification.

● Utilized software applications to process verification requests. -

● Sales Force, Genesys, Microsoft Outlook, NetScape are used to meet/exceed production metrics.

● Exhibited strong organizational, analytical, and problem-solving skills to process verification.

● Results-driven customer service, interpersonal skills, and attention to details.

● Applied excellent listening, oral, and written communication skills.

● Adhered to a high level of integrity and confidentiality when accessing sensitive data.

● Keen ability to quickly learn and use new technologies and software applications. St. Louis Public and County School Districts (Nov. 2018 - May 2023) St. Louis, MO. MO. State Certified Substitute Teacher for Elementary & Secondary Education

● Ensures school regulations and policies are adhered.

● Develops trusting relationships with students, parents, and teachers.

● Interacts with various cultures, beliefs, behaviors, and traditions.

● Collaborates in a team oriented manner to achieve school district goals.

● Utilizes strong oral and written communication for informative and educational presentations.

● Proactively participates in community improvement activities.

● Implements solutions for problem solving and initiatives.

● Checked belongings and backpacks of high risk students for unsafe items.

● Facilitates daily classroom instruction to students for various academic studies.

● Checked belongings and backpacks of high risk students for unsafe items.

● Effectively communicates with the school principal for approved curriculum requirements. Amazon (Nov. 2019 - Jan. 2020) St. Louis, MO. Seasonal/Peak Ops Admin, HR

● Managed sensitive data with high integrity and confidentiality standards.

● Updated and confirmed employee status, scheduling and inquiry cases.

● Managed employee payroll issues requiring organizational and detail-oriented skills.

● Utilized software and platforms to communicate and complete daily tasks: Amazon Panorama, Chime, Microsoft Excel, Word, Outlook, Labor Scheduling, Lenel, AdaptReports, TroubleTicketing, DALI, PeoplePortal, SalesForce, My Time, Amazon Policy, Quib, My Docs.

● Assisted associates’ needs by using interpersonal human relation skills at the HR Help Desk.

● Posted site communication within the facility relating to employee updates, incentives/benefits.

● Assisted operations managers for the coordination of associate’s adherence and metrics expectations with Labor Tracking tools to monitor schedule patterns and time on tasks.

● Communicated attendance policy and processed LOA, medical waiver, short-term break procedures

● Assisted associates with timesheet related corrections (i.e punch times, UPT/pt.)

● Multitasked projects and deadlines in a timely manner while meeting department goals.

● Compiled site-based data and submitted Daily & Weekly Audit and shift sort reports using Microsoft Excel Pivot tables and Vlookup.

● Communicated professionally and effectively company standards with site managers and associates.

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Fulfillment Associate I (Aug. 2018 - Feb. 2020)

● Scan area-designated packages for processing and delivery for postal service.

● Practice safety precautions using the PPE method and when handling packages.

● Utilize pallet jacks to transport full gaylord boxes.

● Meet and exceed daily expected scan rate.

● Strategically distributes package volume along the moving line as a Line Splitter.

● TDR(Trailer Dock Releaser) certified; manage warehouse inbound and outbound trailers.

● Water Spider certified; assist with managing outbound packages by pallet height and weight.

● Problem Solve certified; resolve damaged, mislabeled, or misplaced packages.

● Direct/stage inbound/outbound Gaylord and scanned packages to appropriate pod location. Enterprise Holdings, Inc. (July 2015 - Jan. 2016) St. Louis, MO. Member Services Coordinator

● Assisted CarShare rental members over the phone with trip reservations.

● Investigated missing vehicles of designated pod locations for completed reservations.

● Professionally used verbal and written communication skills with patrons and members about policies, products, and services.

● Project member involved with testing of resolution-based resource tools.

● Implemented teamwork skills by sharing resolutions and informative updates via Knowledge Base, Microsoft Outlook and Skype chat

● Utilized Microsoft Word and Excel to reference/document pertinent details of roadside emergencies and vehicle damage from members during reservations.

● Analyzed, provided problem-solving and effective alternatives for members requiring urgent roadside assistance and trip planning.

● Researched and explained member inquiries for billing issues.

● Resolved signal issues impacting the vehicle ignition and lock capabilities by troubleshooting within the Autovera and Metavera platforms.

Goldfarb School of Nursing at

Barnes Jewish College (Jan. 2015 – May 2015) St. Louis, MO. Simulation Equipment Technician

● Assisted faculty and staff with the facilitation of nursing simulation scenarios.

● Utilized Microsoft Word and Excel applications to complete and manage documents.

● Proficiently used GroupWise email for scheduling and communication purposes.

● Maintained standardized maintenance of simulation equipment and labs.

● Key member during accreditation audits by regulatory organizations.

● Initiated 5S Methodology project management for the organization of simulation lab storage.

● Participated in the design of policies and procedures for equipment use within the simulation lab and supplies/inventory management.

● Communicated effectively with staff when new strategies are expected from leadership.

● Assisted with the coordination of student events and graduation ceremonies.

● Participated in the interview process for candidates within leadership roles of the simulation lab.

● Demonstrated efficient simulation equipment use with Laerdal computer software.

● Conducted routine stock inventory and reconciled variances for office and medical supplies. Nordstrom (Nov. 2014 - Jan. 2015) St. Louis, MO. Seasonal Sales Employee

● Provided excellent customer service and communication skills with customers and colleagues.

● Applied organizational and creative skills with inventory to achieve product sales goals.

● Completed purchase transactions and inventory searches for customers using an iPOS mobile Nordstrom application.

ProUnlimited Services, Inc. (May 2011 - Aug. 2011) St. Louis, MO. Cigna, Temporary Data Support Associate

● Applied analytical ability to enter data consisting of various protocols for medical insurance claims.

● Secured discretion of sensitive medical claim information. Verizon Wireless (Oct. 2006 - June 2010) Lincoln, NE., St. Louis, MO. Data Coordinator Technical Support I, Customer Care Representative

● Implemented effective communication skills within the technical and customer service departments by resolving customer service, voice and data issues over the phone.

● Applied extensive analytical skills by reviewing customer accounts and recommending economical service plans and educating customers for self-management of service to reduce their monthly bills.

● Resolved project assignments and account follow-ups in a timely manner with the use of effective assessment and proactive use of tools and resources.

● Troubleshot hardware and software issues, browser settings, provisioned and diagnosed network and device issues.

● Guided customers through installation, set-up and operating procedures for LAN/WAN & other wireless networks.

● Succeeded in monthly sales and metrics goals for data accessories and performance.

● Resolved voice and data service issues with applied troubleshooting methods for data, voice, and customer service tools & products.

● Utilized technical troubleshooting software/tools: Mtas, Opal, Remedy, Knowledge Base, Aims, Acss, Netace, Mars.

● Educated consumers of network discrepancies & system/application functionalities consisting of queried and resolved trouble tickets from the Network Repair Bureau engineers. Citigroup Mortgage (May 2006 – Oct. 2006) O’Fallon, MO. Temporary Indexer Clerk, Temporary Document Service Processor

● Applied quality assurance procedures to mortgage files such as checking for signatures and damage.

● Performed document audits on NLS software to ensure accuracy and compliance with investor and corporate guidelines.

● Utilized Access, Excel, CitiLink, Filenet, PeopleSoft, CitiFind, and Extra-Extreme mortgage & data systems to process and store mortgage documents.

St. Louis University Hospital (Sept. 2002 – May 2004) St. Louis, MO. Unit Secretary

● Entered & reviewed confidential specimen lab orders, data, and test results in the medical computer system and the patients’ charts.

● Completed physician & requisition lab order forms consisting of medical terminology.

● Scheduled patient appointments, labs, and test procedures while complying with HIPPA regulations.

● Communicated and assisted effectively with patients, physicians, nurses, social workers, and the public within a fast-paced nursing station.

● Directly secured the entrance and exit of each staff and patient within the hospital psychiatric unit.

● Completed admission and discharge process of assisting nursing staff with checking psychiatric patients' personal items.

● Searched all patient rooms for contraband and any other material regarded as unsafe.

● Documented and communicated the behavior of patients to nursing and physician staff.

● Monitored general population of patients' behavior and high risk/suicidal patients.

● Completed routine intervals of observation rounds assessing patient rooms and personal items.

● Assisted nurse and physician staff with restraining combative patients. Basilico Engineering, Inc. (Mar. 2001 – Feb. 2002) St. Louis, MO. Administrative Assistant

● Conveyed excellent verbal and written communication skills with an array of professionals.

● Contacted companies to promote projects and business growth.

● Prepared project reports, presentations, and proposals in a fast-paced team environment.

● Typed and proofread correspondence, proposals, computer-scanned/photocopied maps, blueprints, and various documents of confidentiality.

● Greeted and directed potential clients, answered phones, screened/directed calls and customer inquiries to appropriate sources.

● Utilized Microsoft Word, Outlook, Excel, & PowerPoint to complete various clerical assignments.

● Verified incoming bills/invoices and followed-up on past due accounts.

● Processed, date-stamped, and received/forwarded mail to associated companies/corporations.

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