THELMA L. Barnes

**** *. **** *****

Chicago, IL 60619

651-***-****

ad2ee2@r.postjobfree.com

ACHIEVEMENT, SKILLS AND ABILITIES

Quick learner with strong working knowledge of MS Office 2003 (Word, Excel, Power Point, Access)

Outstanding communication skills; demonstrated background working well with customers

Superior analytical and problem-solving abilities

An honor student who graduated with 3.91 GPA for graduate studies as well as the medical program.

Achieved an honor certificate with “Sigma Lambda Chapter”, Delta Mu Delta.

Assist managers with high task email, responding to customers in a satisfactory manner.

Train and assist new hires by listening to the quality of their calls, checking their emails for grammar and spelling correction and sending feedback to managers for coaching.

Increased sales from 5% to 15% within a month.

WORK EXPERIENCES

Order Initiator: (Remote) CIBT VISAS 02/2023 to Present

Communicate with customers advising service fees and notate what was discussed.

Assign orders to agents and keep accurate track of order assigned in one note.

Send email to clients introducing agents assigned

Respond to customers emails about product questions.

Guided Entry Consultant: (Remote) CIBT VISAS 04/2022 to 02/2023

Provide expert support and email support to customers in completing applications and reviewing passport and visas documents for processing, ensuring accurate and efficient timely processing.

Create a superior experience, and provide real time update throughout the process.

Build a dedicated and expanded customer base; educating them about added products.

Demonstrate initiative in providing solutions and resolving client issues.

Assist colleagues and other teams as requested, maintaining strict client confidentiality.

Stay Abreast of all product/service enhancement, system updates and change.

Review fees and bill clients accurately after order is processed.

Team Leader/Supervisor: Insight Global (Assigned with IDES) Remote) 01/2021 to 04/2022

Monitor fraud calls for quality and accuracy, providing feedback to agents.

Take attendance, have one on ones with agents and provide performance appraisals.

Answer questions from agents regarding unemployment related issues via team chat.

Prepare daily spreadsheet report with total number of calls per agent and send to Management.

Guide agents on which department to transfer for related issue with unemployment.

Train agents to update addresses, reset PIN, update passwords, Tax withholding, sending out documents from ECF, send and zeroed out 1099G for claimants in IBIS.

Attend Management meeting daily and provide update to my team.

Create cheat sheets after training to make agents work easier.

Handle questions on unemployment claims.

Team Leader/Supervisor: CIBT/TRAVISA VISAS 07/2018 to 08/2020

Answer customers inquiries and handling escalations

Gather metric for call center agents daily and send out report.

Supervise and monitor agent calls for quality and provide coaching.

Answer phone calls.

Write reports

Call Center Representative: Travisa/CIBT Visa Service 04/2015 to 07/2018

Answer phones with details explanation to address customer concerns

Answer Customer Chats.

Send out emails to clients.

Research information for clients.

Check client’s documents for mistakes and make corrections.

Give Presentations.

Sales Representative: NRG Home 03/2015 to 07/2018

Sell and sign up customers for products and services.

Work with customers to find what they need and which service best suits them.

Create solutions and ensure a smooth sales process.

Speak to customers about our product's different features, and answer any questions they might have.

Establish, develop and maintain positive business and customer relationships

Shipment Information Specialist CH Robinson (CALL CENTER) 04/2012 to 12/2014

• Give drivers directions on the phone

• Write T Cheks

• Read offloading and uploading information to drivers

• Write notes for the company

Cashier: Sears Holding 11/2011- 03/2013

Answer phone calls and sell products

Transfer calls to appropriate staff and research billing issues

Resolve customer Issues recognize misapplied payments

Recommend process improvement and follow up on customer inquiries

Teller Wells Fargo Bank 03/2011-10/2011

Handling customer transaction including deposit, Disbursing cash, opening accounts, investigates fee.

Compiles and maintain record

Cape Maritime Agency- Administrative Assistant 10/2006-12/2010

Answering phones

Taking memos and meeting minutes.

Maintaining files

Performs general clerical duties to include but not limited to: photocopying, faxing and filing.

Coordinates and maintains records for staff office space, phones, company credit cards and office keys.

Modifies documents using Microsoft office.

Assist in the preparation of regularly scheduled reports

Order office supplies

Handle multiple projects

Coordinate office procedures

Personal Banker- Eco-Bank: Monrovia, Liberia 07/2004-09/2006

Opening and closing of accounts and informing customers to terms and conditions of accounts

Called customers to discuss existing banks accounts and bank accounts that customers are planning to open

Processing customers portfolio and ensuring all required information are gathered

Monitor returns, papers and investment on the client accounts

Data Entry Clerk- National Social Security & Welfare Corp., Monrovia, Liberia 01/2002-06/2004

Compiled, sorts and organized data to be entered into database

Input all sensitive data and accounting information in the database and electronic files

Pay attention to details and input data correctly and accurately

Crosschecked and verified date keyed into the database for accuracy

Assist other administrative staffs in filing and keying data entry

COMPUTER SKILLS

Experience with MS Office 2003: Word, Excel, Power Point, Access

Education

MSC, Management (University of Phoenix) June 2018

Diploma, Medical Assistant (Westwood College) Feb 2016

BBA, Business Management (University of Liberia) Dec 2009

References

Available upon request

Contact this candidate