Yvonne McTague

**** *. ******** ***. #****

Glendale, Arizona 85301

Cell phone: 480-***-****

ad2peo@r.postjobfree.com

OBJECTIVE:

To obtain a position that will allow me to utilize my skills and experience to reach the maximum level of efficiency to further enhance your organization and gain upward mobility as an Administrative Representative for future career advancement.

SKILLS AND QUALIFICATIONS:

•Bilingual in English and Spanish with the ability to read and write.

•10+ years experience in the Case Management/Administrative/Finance/Sales field.

•Completed all required federal and/or state consumer assistance training.

•Workforce development.

•Developed interpersonal skills by dealing with internal/external customers.

•Proficient with computer software: ACCESS, Excel, Outlook, Microsoft Office, (CTS) Client Tech Support, Web browsers, PowerPoint, Service Desk, Salesforce, Rumba, Oracle, BOS, SAP, ServiceNow, CRM, Portal, WordPerfect; Type 50-65 wpm, 10 key by touch (12,000) kph, and troubleshooting.

•Exercise excellent customer service and communications skills, oral/written.

•Function well independently, team player, ability to multi-task and work in a fast pace environment, quick learner, open minded to new changes and ideas, flexible, determined to reach the goals set before me, time management skills, self-starter, self-motivated, critical thinking, organizational and dependable skills.

WORK EXPERIENCE:

08/2022 - 07/2023 Trinus, Corp. Temp Agency/Los Angeles Unified Schools (LAUSD) Glendale, AZ

Bilingual Help Desk Representative (Tier 1)

Assisted customers with their questions.

Transferred calls to requested departments.

Asked questions to target customers issues and use all available knowledge/resources to resolve issues.

Assisted employees and students with resetting passwords and troubleshooting.

Performed daily

Data Entry to update information into database.

Transferred calls using LAUSD directory.

Answered 50-80 calls per day and input call notes in system. to r

11/2021 – 07/2022 Desert Point Landscaping Phoenix, AZ.

Accounts Receivable/Customer Service Representative

Tracked payments, made banking deposits and ran reports with documented profits.

Maintained bookkeeping database and spreadsheets, updated information as needed.

Communicated with previous clients and customers to request payment and arranged payment plans.

Collected payment from customers and accurately record it into the system.

Created reports and balance sheets that document overall profits and losses.

Updated client accounts based on payment or contact information.

Received 30 – 50 inbound calls per day.

02/2020 -11/2021 Pyramid Consultants/Union Bank Tempe, AZ.

Fraud Analyst

Responsible for reviewing and determining decisions on checks that have been referred due to signature irregularities and potential check fraud.

Managed Credit/Debit Card Fraud Dispute and Chargeback Investigations team.

Performed reviewing for Fraud transactions checks under VISA/Master card Network.

The decision making process includes analyzing each transaction in order to determine the best course of action to be taken in order to minimize risk.

Direct customer contact to determine and validate information for the decision making process.

Make pay decisions on transactions that have rejected as a result of restraints, account closure or incorrect processing.

Regulation E, accounts flagged as restraint from BOS, Risk Services, etc.

Reviewed customer accounts/relationships and customer pay history to determine course of action.

Review of stop payments and stop suspects.

08/2019 - 01/2020 Aerotek Temp Agency/Eberly Design Inc. (EDI) Tempe, AZ

Accounting/Office Assistant

Communicated with clients on a daily basis and ensured excellent customer service.

Managed shipments and sales orders.

Prepared invoices, expenses reports, payment memos and expedited purchase orders.

Complied and analyzed company documentation for accuracy.

Ensured payments, amounts and records were correct.

Performed administrative tasks, including filing, reporting, tagging fixed assets, etc.

Prepared meeting room and purchased orders for office needs.

Handled office administrative and reception duties as required.

07/2018 – 04/2019 FISERV Phoenix, AZ

Bilingual Client Service Representative Level II /Chargeback/Fraud Representative

Interpret English/Spanish calls.

Assisted with stop payments, stop suspects, Fraud analysis, chargeback, Fraud claims for Visa or MasterCard debit clients, processing dispute.

Primary Chargeback contact and provides support of clients card portfolio chargeback programs (debit, credit, prepaid). Effectively communicate appropriate dispute resolution processing for Visa or MasterCard debit clients.

Perform analysis and chargeback input for a queue of clients, review and process dispute/fraud claims in a timely and accurate manner in support of the department’s service level agreements while maintaining awareness of Visa or MasterCard processing timeframes, regulations, and processing changes.

Maintain strong working knowledge of all internal and network processing systems and software as well as Visa or MasterCard processing timeframes and regulations. Resolve moderately complex issues on behalf of clients in support of dispute resolution processing; compare alternative actions and decide on appropriate approach.

Responded to inquiries from internal/external clients regarding chargeback requirements, system processing/functionality, dispute lifecycle, claim status and data input.

Perform maintenance and settlement reconciliations using various software applications with the goal of maintaining loss Sigma score minimum of 5.4.

Active listening and received 80 – 125 inbound calls per day.

07/2017 – 07/2018 Self-employment Mesa, AZ

Child Care Giver/Teacher

Provided care, meals and daily activities for children.

Follow up on daily medicines, payments, and purchased daily/monthly orders.

Maintained profit/loss reports, receivables, payables, invoicing, track payments/shipments, account reconciliation, and process credit card transactions.

Perform other duties as necessary.

10/2012 – 05/2017 Maricopa County Public Health Mesa, AZ

Community Nutrition Worker/Intake Specialist

Client intake/certifications in English/Spanish. Determined WIC eligibility, issued food vouchers, document and assured accuracy of client files.

Assisted PHSD clients with information and services for a variety of Community Heath Nutrition Programs including the Federal Women Infants & Children (WIC) program.

Documented income status and current living conditions. Determine eligibility for CHNP services.

Counseled and educate clients on proper nutrition practices, monitored several inventory.

Worked with high priority and complicated client counseling cases, perform complex assessment and certified formula calculations.

Client referrals to other community service providers as needed, evaluated clients nutrition on health related needs, discussed client’s eating habits, health,

history, and current medical condition. Worked with clients to develop personal goals and a nutrition care plan.

Assisted with other daily task as required by management.

05/2005 – 08/2012 G.A.P. Fitness Academy Mesa, AZ

Executive Administrator Supervisor/Sales

Performed daily language interpretation in English/Spanish, and developed/maintained strong relationship with vendors. Problem solving, adding/canceling services, and monitored inventory/product levels.

Maintained personal data in HRIS system, assured information was available in a timely manner.

Conducted data analysis on HR data such as compensation, classification, employment, and benefit enrollment data as directed.

Provisional, final invoicing preparation with 100% accuracy, and end of month closing procedures with 100% accuracy.

Updated website, advertised online, created monthly/daily reports, assigned/monitored daily tasks, and trained new hires.

Processed new hires, maintained/updated employee handbook and safety training manual. Maintained appointment schedules/calendars for CEO. Maintained profit/loss reports, receivables, payables, tracked payments/shipments, account reconciliation, and processed credit card transactions.

Created and distributed daily memos, independently responded to letters and general correspondence on a daily basis.

Processed purchased orders, and safety equipment. Maintained daily/monthly sales, and prepared statistic and financial reports in a timely manner.

Performed a wide variety of executive secretarial and administrative duties as required by CEO.

EDUCATION: Computer Programmer United College of Business Hollywood, CA

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