Customer Service Representative
Resume:
WANDA V. CALLAWAY
Apartment #3
Hattiesburg, MS 39401
601-***-**** – Cell phone
**********@******.***
Experience:
Maximus
Customer Service Supervisor
Hattiesburg, MS
September 2022 to October 2023
Managed between twenty to thirty customer service representatives on a daily basis
Monitored daily work activity of employees
Coached CSRs on performance of calls
Managed time cards and accountability of hours worked
Provided training to CSRs for customer service
Met goals set forth by upper management
Maximus
Customer Service Representative
Hattiesburg, MS
June 2021 to September 2022
Assisted consumers/customers with information on purchasing health insurance plans and Medicare needs
Answered general questions regarding tax information
Used skill sets (scripting and training) for resolutions with consumers
Offered peace of mind during difficult situations with consumers
Focused on complete and accurate applications
Documented contact with consumers in CSR comments/notes
Answered overall questions about the program and plans
Directed consumers to other agencies as needed
General Dynamics Information Technology
Customer Service Representative Hattiesburg, MS
August 2015 to November 2019
Assisted consumers/customers with information on purchasing health insurance plans
Answered general questions regarding tax information
Used skill sets (scripting and training) for resolutions with consumers
Offered peace of mind during difficult situations with consumers
Focused on complete and accurate applications
Documented contact with consumers in CSR comments
Answered overall questions about the program and plans
Directed consumers to other agencies as needed
Hood Industries
Accounting Technician Hattiesburg, MS
January 2005 to July 2019
Accounts Payable representative for Hood Industries’ lumber and plywood mills
Maintained all financial records including purchase orders and invoices
Contacted with personnel from all Hood Industries locations regarding payment schedules
Handled conflict resolution with vendors concerning payments of invoices
Coordinated weekly check runs for vendor payment with other staff
Phone contact with vendors throughout all states and Canada
Composed spreadsheets upon request
Reconciled quarterly reports for payments owed to company
Performed weekly check runs for payments to vendors
Scheduled log payments to vendors
Managed insurance certification for all vendors to company
Additional accounting duties as needed
Werner Consultants Ft. Lauderdale, FL
Administrative Office Manager June 2003 to December 2004
Coordinator for the administrative activities of owner/operator (Chief Technical Writer) and associates of technical writing seminars throughout the United States.
Established uniform correspondence procedures and style practices for clients of Fortune 500 companies.
Formulated procedures for systematic retention, protection, retrieval, transfer and disposal of records, manuals, and client information.
Demonstrated effective presentation skills when required to travel and set up seminar locations for trainers.
Prepared daily and monthly activities reports for management.
Identified problems, diagnosed causes and determined corrective actions.
Prepared organizational budget and monthly financial reports to Chief Technical trainer.
Executed daily operations of all administrative and secretarial duties.
Maintained close contact with owner/chief lecturer.
Proven record of accomplishment of prioritizing duties and tasks and working independently with minimal or no supervision.
Handled administrative responsibilities including booking travel and seminars for technical writer/instructor and associates.
Prepared billings to clients.
Strong communicative skills both oral and written.
Scheduled training seminars for groups composed of thirty to forty individuals.
Edited user manuals, programming guides and technical documentation.
Assisted with writing and editing problems.
Remained on-call to edit, update and distribute materials as needed by instructors.
Maintained payroll information files for trainers.
Set up confidential personnel and client files.
Composed and maintained numerous spreadsheets.
Other duties as assigned.
Sunbeam Products Hattiesburg, MS
Administrative Assistant January 1999 to June 2003
Assistant to the Executive Director of Manufacturing Engineering and nine principal engineers.
Maintained office in the absence of Director.
Built databases and composed spreadsheets for use with the company's purchase order system to track spending and equipment, nationally and internationally.
Shipped equipment, supplies and samples to international suppliers on daily basis.
Prepared weekly and monthly confidential reports to corporate office in Boca Raton, Florida.
Prioritized and distributed reports to all engineering staff.
Maintained travel and expense logs for Director and immediate staff.
Performed additional office tasks as requested.
The Quilting Patch Hattiesburg, MS
Owner/Operator May 1995 to December 1998
Owned and operated quilting company which provided finished products to clients.
Instructed on a broader venue in fairs, shows and teaching seminars.
City of LaGrange LaGrange, GA
Assistant Court Administrator September 1985 to May 1995
Provided court services as Administrator to a five county court system which involved Juvenile, Municipal, State and Superior Courts.
Coordinated appearance/case notification, case scheduling, personnel assignment and space allocation to accomplish orderly processing of court cases.
Investigated problems that affected case flow and recommended corrective measures.
Analyzed data on court activity to monitor management performance and prepared activity reports.
Supervised accounting of revenues and expenditures and prepared annual budgets.
Resolved questions and complaints raised by court personnel, attorneys and public.
Supervised fifteen employees, scheduled work hours, resolved conflicts, and determined salaries.
Initiated and led seminars for court sponsored Community Service programs.
Supervised over 2,000 defendants annually sentenced to work details from Juvenile, Municipal, State and Superior courts.
Conducted intake interviews for job (assignment) placement and work scheduling.
Set up first database program for use by the court systems and local police department.
Interacted daily with judges, attorneys and other governmental officials.
Spoke publicly on the development, impact and function of Court Service and Community Services within the community.
Conducted salary surveys.
Established salary ranges and progression rate for each level of employee.
Maintained job evaluation plans and appraisal procedures for employee performance.
Recruited new employees.
Initiated and implemented programs to improve and utilize potential of staff members.
Developed company policies with responsibility for interpretation and implementation in everyday practice.
Consulted with managers on numerous problems regarding manpower planning, upgrading and performance evaluation.
Computer Skills
Windows Operating System
Microsoft Applications including Access, Excel, PowerPoint, Word
AS/400
PeopleSoft
WordPerfect for Windows
WordPerfect
Various accounting software
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