Customer Service Representative

Christine Hugar

*** ****** *****, ********, ******** 73005

580-***-****, Email: ad1fjd@r.postjobfree.com

WORK EXPERIENCE:

Randstad-NTT Data, Oklahoma City, OK, Customer Service Representative, 9-30-2019 – Present Customer Service Representative 9/2019 - 7/2020

Received approximately 50-70 inbound calls per day from members and potential members regarding enrollment in affordable care act insurance. Verifying proper completion of enrollment and change documentation, and ensuring accurate and timely completion of transactions to meet or exceed clients SLAs. Identifying and resolving both regular and non-routine problems or escalating to more proficient team members. Adhering to member’s confidentiality policies and guidelines, and having Professional Conduct on the phones. Data Entry Processor: 8/20 - Present

Prepared documents for data entry and processing on a day-to-day basis. Entered data into database software and checked to ensure the accuracy of the data has been inputted. Resolving discrepancies in information and obtaining further information for incomplete documents through email, fax or telephone call.

Secured information and followed all internal security procedures to ensure compliance with HIPPA. Conduent, Call Center, Yukon, OK, Call Care Representative, 11/2018-06/2019 Call Care Center Representative:

Answered incoming customer phone calls to learn about and address their needs, complaints, or other issues with products or services, by utilizing software, databases, scripts and tools. Responded efficiently and accurately to callers, explaining possible solutions, and ensuring that customers felt supported and valued, while providing excellent consistent customer service. Engaged in active listening with callers, confirming or clarifying information and diffusing angry clients as needed Used company policies to determine if there can be an immediate resolution to a customer issue or if that issue requires supervisory input.

Attended mandatory training sessions to stay updated on product or company policy changes. Following all company policies and procedures

Department of Interior, Justice Services, Anadarko Agency, BIA Law Enforcement, Anadarko, OK 1/16-01/18

Telecommunications Equipment Operator:

1. Receive emergency and non-emergency calls for service; dispatch field units to emergency situations. 2. Determine nature and location of call; determine priority of calls and dispatch units accordingly. 3. Provide assistance, information and direction to non-emergency callers. 4. Maintain awareness of field unit activities within the computer aided dispatch (CAD) system; communicate with field units via radio in accordance with Federal Communications Commission (FCC) regulations; maintain status and location of units on patrol.

5. Input all pertinent radio transmissions into CAD system. 6.. Respond to field personnel resource requests; dispatch necessary resources. 7. Retrieve information from state, county and national computer networks regarding wanted persons, stolen property, vehicle registration, stolen vehicles and other related information; relay information to officers in the field.

8. Maintain reference library of resource materials, dispatch reference information to field units as requested. 9. Keep the field supervisor informed of field situations. 10. Monitor alarm systems and security cameras.

11. Maintain logs and records of all calls.

12. Respond to public inquiries in a courteous manner; provide information within the area of responsibility; resolved complaints in an efficient and timely manner. 13. Perform related duties as required.

Housing Authority of the Apache Tribe of Oklahoma, Property Management, Anadarko, OK 8/22/2012 01/30/2015

Procurement Officer:

Plans, prioritizes, assigns, supervises and reviews work of staff responsible for purchasing including technical and specialized procurement of supplies, equipment and services. Requires extensive knowledge of policies, procedures and practices.

Assumes responsibility and oversight of large and complex purchases involving use of Requests for Proposals. Assists departments with specification development, drafts RFP, obtains approval. Monitors and obtains best price for office expenditures. Approves payment of invoices and directs purchasing card expenditures for office.

Represents department at various meetings with administration, faculty, vendors, external agencies, organizations, and other groups.

Reviews, analyzes and approves all purchases where award is not made to the low bidder to ensure justification exists and policy is followed. Reviews, analyzes, researches and approves purchases of a non-competitive nature. Resolves problems and protests concerning bid solicitations, contract awards or contract performance as the need arises. Addresses unauthorized purchases. Conveys decisions both verbally and in writing referencing law and policy. Reviews language and submittals (bonds/insurance) in contracts/agreements to ensure compliance with State law and HUD policy, proposes alternate language, requests revisions, negotiates terms, executes final document or recommends execution.

Meets with or speaks to interested vendors concerning potential source for supply and service. Develops and maintains an effective working relationship with vendors and fosters relations between suppliers and Housing Authority of the Apache Tribe departments.

Apache Tribe of Oklahoma, Property & Supply Program, Anadarko, OK - 6/2009-11/2010 Supply Technician:

Performs tasks related to storage, issue, and replacement of supplies, forms, and publications. Also performed basic inventory functions such as receiving, verifying, and signing shipping documents for merchandise acquired and verifying the quantity and condition of merchandise ordered against purchase documents; investigate and reconcile routine and recurring discrepancies relating to actions such as receipt control, stock control, and inventory adjustments; and perform data searches at the request of Supply Officer. Apache Tribe of Oklahoma, Property & Supply Program, Anadarko, OK - 4/4/2007-6/24/2009 Property Clerk:

Daily duties keeping files efficient, obtain prices for inquires for products, kept logs updated, answered phones and took messages, and worked with other Departments about inquiries of their orders. Making sure all documents are submitted to the Finance Department to ensure payment for invoices. Filed and recorded all documentation into appropriate logs. SKILLS:

Ten-Key, Filing, Typing 40 wpm, Microsoft Office Suites, XP, 2007, and 2010.

• Self-motivated, initiative, high level of energy.

• Verbal communication skills.

• Decision making, critical thinking, organizing and planning.

• Tolerant and flexible to different situations.

Industry Certifications:

● MS EXCEL 2002 Fundamentals

● Networking Concepts

● IC3 Internet and Computing Core Certification

● State Competency Certifications:

● ODCTE Core Business and Information Technician certified

● Network Technician

● PC Technician/Computer Repair Specialist

● Help Desk Technician

● Business & Computer Technology Fundamentals

EDUCATION:

Sullivan University, Louisville, KY

Logistics and Distribution Management, September, 2009 – September, 2013 Associates Degree in Business Administration - Supply Chain Management – December, 2011 Bachelor’s Degree in Business Administration - Supply Chain Management – September, 2013 Caddo Kiowa Technology Center, Fort Cobb, Ok

Business and Computer 1985-1987, August 2004 – November 2005 Redland Community College, El Reno, OK 73036

Computer Science, August 2004 – November 2005 (6 hours completed) MEMBERSHIPS/HONORS:

Business Professionals of America

National Native American Purchasing Association

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