CAROLYN KAMAU

ADMINSTRAIVE PROFESSIONAL

Experienced administrative professional with the ability to handle pressure situations and maintain sensitive information. Possess a positive attitude with a commitment to service excellence creating customer loyalty.

CONTACT INFO

4280 Trinity Mills Road 1410

Dallas, Texas 75287 469-***-****

ad2ehl@r.postjobfree.com

EXPERIENCE

SCANNER/ PREPPER, MEI MAIL SERVICES

DATES 04/2022- 06/2023

Verifies basic product conformance to design requirements.

Performs auditing, surveillance, and monitoring. Identifies and documents discrepancies using non-conformance system.

Reviews rework dispositions. Assists in product reviews with internal customers during product or process verification.

Complete 8130-3 and non-regulatory documentation (ATA

106). Responsible for timeliness and accuracy of orders to ensure customer satisfaction. Work in other QA areas as directed by QA Leadership. Route work according to its weight requirement and redirect if necessary. Complete verification compliant to Customer flow down requirements. Enter information in SAP and scan material in and out of QA. Documentation verification.

FIELD SERVICE CLIENT ADMINISTRATOR, SECURUS TECHNOLOGIES

DATES 11/2017– 03/ 2022

Primary representative between on-site facility personnel, Account Management & other Securus personnel. Research issues reported by Agency staff members with the purpose of achieving resolution or escalation to the appropriate department. • Assist, monitor and or issue escalations as needed with other internal departments. Communicate internally all client requests and issues to facilitate resolution Open, address, resolve and track heat tickets and advise customer and Securus Personnel of service affecting issues. Maintain a high level of client satisfaction through outstanding customer service, support and regular communication with Account Management. Perform basic Technical Support functions (password resets and handouts, user set up, etc.) and basic product training as needed or requested by the customer.

Travel to neighboring facilities within an assigned region sometimes with minimal lead time as a backup. Assist Tech Support in the maintenance of computer hardware, software, and other equipment by providing troubleshooting results.

Perform Kiosk maintenance (keyboard, USB replacement, camera adjustment, etc.). Oversee rollout of services for newly acquired clients to align both parties’ interests. Manages and maintains assigned company inventories and assets (tablets, accessories, tools, parts inventory, laptop etc.). Distribute tablets and accessories to approved inmates. Collect and track customer statistics and trends that may assist in determining future account behavior and opportunities. Understanding & gauging loyalty levels, create strategic plans as needed (define problems, define success criteria, create corrective action plans and update internal and external customers). Understanding systems, training, and support needs for assigned client base & referring them to our Account Manager and internal Customer Training.

HEALTHCARE ADVOCATE (M & R) UNITED HEALTHCARE GROUP

DATES 05/2014– 10/2017

Answered incoming phone calls from health care providers and identified the type of assistance the member needs (i.e. benefit and eligibility, billing and payments, authorizations for treatment and explanation of benefits (EOBs). Resolved issues, navigating through the appropriate computer system(s) to identify the current status of the issue and provide appropriate response to caller. Completed the documentation necessary.

Met performance goals established for the position in the areas of efficiency, call quality, member satisfaction, first call resolution and attendance.

CUSTOMER RELATIONSHIP MANAGER / COLLECTOR, BANK OF AMERICA

DATES 11/2009 – 10/2014

Single point of contact between mortgage servicer and customer throughout workout review process. Managed a portfolio of loans by working with loan modification and disposition specialists to determine solutions. Cured the account in a timely manner. Present and educate customers on options such as Repayment Plans, Special Forbearance and modifications, Short Sale or Foreclosure. Responded to customer, investor, or other 3rd party inquiries, researching, preparing, and/or procuring documentation, or analyzing requests in accordance with established guidelines and determining appropriate course of action. Managed more complex account relationships with emphasis on financial analysis and credit action. Worked in the Collections/Risk Avoidance Operations environment, responsible for resolving delinquencies through inbound/outbound collections phone calls for late-stage delinquent home loans. Performed customer follow-up and written correspondence. Monitored customer requests and assisted in lending of funds as per bank regulations. Performed research for credit reports of customers and performed analysis. Aided borrowers in the loss mitigation processes. Maintained updated knowledge of all banking policies and procedures.

EDUCATION

CARROLL HIGH SCHOOL, DIPLOMA/GED MONROE, LA

SKILLS

•Customer Service

•Analytical Skills

•Data Entry

•Professional Typing I

•Microsoft Outlook

•Microsoft Suite Training (Word, Excel, PowerPoint, & Access)

•Telephone Etiquette 1 & 2, Professional Office Etiquette

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